Industry Studies
Case Studies
Performance Snapshots
Validity Study/Quantitative Results
Industry: Financial Services
Position: Customer Service Representatives
Results
The top performers achieved over 250% more sales volume than
the bottom performers, averaging over $400,000 in additional
sales volume.
Criteria: This
statistical analysis is based upon a PI validity study
conducted with 221 Customer Service Representatives. PI
validity studies are designed to determine the statistical
connections between PI profiles and superior job
performance. The quantitative measurement criteria is based
results are based on total sales volume over a four-month
period.
Industry
The client company is a financial services company that
provides consumer and business credit cards, credit products
and related services throughout the U.S.
Position
Customer Service Representatives (CSR’s) are responsible for
effectively and efficiently handling incoming telephone
inquiries from customers, as well as selling credit-card
products and services.
Analysis
In examining the difference between the PI patterns of the
top and bottom CSR performers, the two most significant
factors are the B Factor (Extroversion) and the D Factor
(Formality).Top-performing CSR’s have a higher extroversion
and lower formality. This results in a CSR that is more
outgoing, optimistic, empathetic and socially-poised, as
well as more flexible and less cautious. Throughout their
interactions on the phone with a customer or prospect, they
will be more persuasive and warm, will connect with him or
her more quickly, and will pick up on the more subtle,
"human" cues (e.g.,"What is this person concerns?"). This
person is also better able to converse in a poised, fluid
manner, showing more flexibility in having a discussion,
rather than always following a script.
