Profiling Ensures you Get Develop and Retain the Right People
Great customer service helps both attracting and retaining customers. At the recruitment stage profiling candidates brings an objective approach to a process that often relies more on appearances. As you also have a significant investment in your current staff profiling will allow you to identify where development can be focussed to improve their customer service skills.

Profiles works with you to determine what makes a great customer service representative aligned with your company values and culture by benchmarking your top performers using our profiling tool. That way, you’re able to clearly and objectively identify the right candidates based on your own key criteria before making your final hiring decision.

Customised Profiling Tools: How does it work?

Design
We provide a complimentary service designed to provide an insight into the type of person you need to employ aligned with your customer service requirements. We’ll spend 30 mins with you to build an accurate benchmark based on your criteria. more

Benchmark Scales
The benchmark will supply a range in a scale 1-10 into which your perfect candidate will fit. For example:-

Employee Description:
People who enjoy talking with others and will probably make efforts to speak to a customer in cordial, well-mannered tones, avoiding arguments or confrontations as often as possible.Individuals who prefer to be highly courteous to and respectful of customers and co-workers in every situation.

This example covers one of the 10 traits we assess and the scale can be fine tuned if the description does not align with your expectations. Each candidate is assessed in the area on Thinking and Behaviour. more

The candidate completes the assessment online and results are provided to you by email as soon as the last question is complete. How simple is that?

Each trait benchmarked is then aligned against where the candidate scores in order to determine alignment for the position.

Job Pattern 7-9 Score 10

All 10 traits are aligned against the scale you set which lends weight to the final score fit. This makes it easy to compare results for each candidate and make an objective decision when deciding on your successful candidate. For existing employees it provides a clear indication of the areas where they can be developed.

What if I'm still Unsure About my Final Selection?
Your reports will provide you with interview questions to further explore your candidate's areas of weakness, as well as providing coaching recommendations to assist you in managing your new employee to their full potential. more

Job Match Percent The Job Match Percent reflects the consistency between the results for Ms. Smith and the Job Match Pattern for the eight Behavioral Traits and the two Proficiencies. For Daphne, the match to the position of ABC Pty Ltd is 82% Job Match 82% The Distortion Scale Score on this assessment is 9. The Distortion Scale deals with how honest the respondent was whilst taking this assessment. The range for this scale is 1 to 10 with higher scores suggesting greater honesty.

An honesty factor is also provided to determine how honest the candidate has been when answering the questions. Our extensive validation and normalisation is done for our assessments to ensure any scores align with the ‘norm’ of the Australian population