TeleSales Fit Index®

Overview

The TeleSales Fit Index® is part of the Call Center Fit Index suite of web-based assessments. The TSFI is designed to reduce voluntary employee turnover in telesales call centers. The TSFI measures applicants' job compatibility by identifying their tolerance for work-related activities and environmental characteristics. The TSFI also collects information regarding applicants' interpersonal style to determine their "fit" for the call center agent job. By measuring work tolerance and interpersonal style, TSFI 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
• Maintaining Goal Orientation
• Emotionally Stressful Situations
• Coping with Criticism
• Exchanging Information with Customers
• Physical Demands
• Irregular Work Schedule
• 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