Customer Service Fit Index®
Overview
The Customer Service Fit Index® is part of the Call Center Fit Index suite of web-based assessments, and
winner of the 2006 Product of the Year Award from Call Center Magazine. The CSFI is designed to reduce
voluntary employee turnover in customer service call centers. The CSFI measures applicants' job compatibility
by identifying their tolerance for work-related activities and environmental characteristics. The CSFI also
collects information regarding applicants' interpersonal style to determine their "fit" for the call center
agent job. By measuring work tolerance and interpersonal style, CSFI 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
- Working Under Time Pressure
- Emotionally Stressful Situations
- Coping with Criticism
- Problem Solving
- Irregular Work Schedule
- Physical Demands
- Using Electronic Equipment
- Coping with Value Conflict
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
CSFI'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 CSFI 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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