Source, Hire and Retain Contact Centers who Connect with EQ

While IQ is a well-known benchmark in the recruitment process Emotional Quotient (EQ) is equally, if not more important, as a standard to sourcing and selecting potential call center employees. But assessing a candidate’s EQ (the standard by which emotional intelligence is measured) is best accomplished during a thorough benchmarking process that evaluates the call center operation to better understand the unique EQ profile for hiring a “star performer”.  A “star performer” benchmark profile is an in depth study that characterizes the personality profile needed to work in a specific call center operation.  It is an inventory assessment that looks at five (5) key realms, and fifteen (15) sub-domains, to gain key insights.

Areas that are evaluated are:

1. Intrapersonal
   • Self-Regard
   • Emotional Self-Awareness
   • Assertiveness
   • Independence
   • Self-Actualization
     
     
2. Interpersonal
   • Empathy
   • Social Responsibility
   • Interpersonal Relationship

1. Stress Management
   • Stress Tolerance
   • Impulse Control

1. Adaptability
   • Reality Testing
   • Flexibility
   • Problem Solving

1. General Mood Scale
   • Optimism
   • Happiness

Recent research has revealed that about 70% of the customers drop a service provider due to one or more of the following reasons - incapability to handle lodged complaints, poor interaction, not going that “extra-mile” with a pleasant smile and most importantly, no follow-ups. And this is exactly where the level of an agent’s EQ plays a vital role! An individual who understands, perceives and reacts to stress, moods and emotions in an appropriate manner is vital to the success of the operation. Assessing potential call center agents and staff based on the EQ assessment helps the human resource department identify staff strengths and weaknesses, prior to recruitment.

EQ assessment is just a simple assessment test comprising of about 133 questions, and you can be through with it within 30 minutes! With the right training, the recruiter can spot and select the right candidate, thereby saving the company not only a substantial amount of money in attrition.  We offer workshops and coaching to help companies build the profile, assessment tools and help human resources to identify star performers.  As well, ongoing coaching and developmental tools will help supervisors and managers to encourage the best performance from those selected.

A successful workforce needs to have a high level of accountability, and this is the characteristic traits of those with a good EQ. Having the right employees works wonders in creating the perfect atmosphere, an atmosphere that is conducive to performance in the call center. It helps to create an excellent corporate culture, and an appropriate leadership structure within the company. Being able to handle calls proficiently and professionally instills a level of self-confidence, which becomes a motivating factor that candidates with a developed EQ can easily achieve.

The very nature of the employment structure in call centers creates a demand for successful leaders at every level. Those with a stronger EQ are more geared towards becoming successful managers, a factor that every HR department looks for in the recruitment process. Once you have successful leaders you also have a highly motivated and self-confident team. With all this in place, the likelihood of attaining the highest levels in customer satisfaction is real, which in turn leads to the running of a highly successful call center, strategically focused on low attrition rates, satisfied employees, happy customers, performance and profit.

With so many underlying benefits, it is pretty evident that EQ assessments are a good return on investment for the call center industry. Though the EQ factor could be overlooked, a serious thought by every human resource department will help them appreciate the benefits of incorporating EQ assessments in the recruitment process.