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Get a Clear Picture of Who You Hire
 White Paper
Available on LOMA Members Only
Valid Selection Tests for the Financial Services Industry: Are All
Tests Created Equal?
Log on to Members Only to
download your copy now.
| LOMASelect®
Service Index |
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Working in a contact center isn't
for everyone. Successful agents need to have an extraordinary blend of
interpersonal skills and tolerance for the unique situations of a contact center
environment. Staffing your contact center with the wrong candidates can
lead to increased turnover, low morale and poor customer service.
LOMASelect®
Service
Index
helps you select the best candidates by providing valuable information on whether applicants have
preferences most likely to lead to successful long-term employment in customer
service. The low-cost and flexible screening solution is ideal for evaluating a
large pool of candidates.
- Easily administer tests and interpret results
- Know the candidate wants to do the job
- Improve customer service and overall performance
- Reduce turnover by choosing candidates who will more likely
stay in the job
The Web-delivered system is designed specifically
to assess a core set of job dimensions which are critical to both success and
longevity in jobs requiring high levels of customer service.
Proof in the Numbers
Test takers scoring in the top half
of the test are 45% less likely to turn over during the first year. In
one study, top scorers turned over 18.8% of the time, while low scorers turned
over 34.4% of the time.
Dimensions of the assessment include:
- Customer Service Orientation:
A preference for working with a variety of people, who may be
unfamiliar, compared to working alone or with familiar people. Includes a
desire to help people and the ability to listen to customer complaints without
taking them personally.
Job Structure Orientation: A preference for following
prescribed rules and procedures, and for performing routine and repetitive
tasks.
Work Environment Orientation:
A preference for working quickly and with fast turnaround, and on
short-term tasks and projects. Includes a preference for a job which is
"tied to the desk".
Overall Service Index: A general index of the
applicant's fit with customer service based jobs.
For more information, click HERE,
e-mail empselect@loma.org, or call 770-984-6450.
LOMA Can Help You Answer These
Tough Questions
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