Collections Fit Index®
Overview
The Collections Fit Index® is part of the Call Center Fit Index suite of web-based assessments. The CFI is designed to
reduce voluntary employee turnover in collections call centers. The CFI measures applicants' job compatibility by
identifying their tolerance for work-related activities and environmental characteristics. The CFI also collects information
regarding applicants' interpersonal style to determine their "fit" for the call center agent job. By measuring work
tolerance and interpersonal style, CFI identifies applicants who can:
- Function well in stressful situations
- Demonstrate an appropriate level of patience
- Work in changing situations
- Accept criticism
- Demonstrate assertiveness
- Build rapport with customers
- Handle upset customers
- Demonstrate empathy
Work Tolerance Characteristics Measured
- Routinization
- Attention to Detail
- Working Under Time Pressure
- Being Monitored by Others
- Emotionally Stressful Situations
- Coping with Criticism
- Exchanging Information with Customers
- Problem Solving
- Using Electronic Equipment
Interpersonal Style Characteristics Measured
- Conscientiousness
- Emotionality
- Ambition
- Extraversion
- Agreeableness
- Openness
Key Benefits
- Accurately identifies and screens out turnover-prone applicants
- Is available 24 hours a day, 7 days a week
- Can be used simultaneously by thousands of applicants
- Is virtually proctor-free
- Provides immediate feedback of assessment results
- Results are easily accessed through a fully secure website with password protection
Administration
CFI's web-based format alleviates many of the administrative duties normally associated with testing. The test
administrator simply enters a user name and password to begin testing. The CFI then leads applicants through each
step of the testing process. The assessment takes approximately 30 minutes to complete. Following the assessment, the
system provides immediate access to test results through a secure website. These results vary in their level of
detail, but all classify applicants into one of three categories: low turnover risk, marginal turnover risk, and
high turnover risk.
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