LOMASelect: Customer Service

Quick Reference:
LOMASelect®-REPeValuator — Test real skills in real time.
LOMASelect®-Service Index — Do candidates really want to do the job?

LOMASelect-REPeValuator tests contact center and customer service candidates in just 30 minutes with a Web simulation system using text chat and voice interaction. Candidates face different scenarios from customers inquiring about technical support and service termination. The candidates' ability to multi-task, service and sell are measured by this test.

Saves hours of time for applicant administration
Reduces turnover by providing a realistic job preview
Improves level of customer service

Put Candidates in the Hot Seat
The Web-delivered system is designed to determine how well they deal with customers using Web chat and phone interaction, while providing a human touch.

The system measures an applicant's skills in key contact center competencies, calculates the results and generates reports featuring both overall score and individual competency score.

Find out how candidates rate in essential contact center skills including:

Rapport
Problem Solving
Typing
Listening
Accuracy
Efficiency
Empathy
Multi-tasking

Click HERE to request more information about LOMASelect-REPeValuator, or e-mail empselect@loma.org or call 770/984-6450.

LOMASelect-Service Index (SI) provides 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 high-volume situations. It is also easy to administer and interpret.

Benefits include:

Selecting new hires that are more satisfied and stay longer
Improving customer service and overall performance
Reducing turnover and lowering overall operations costs
Saving on future hiring and training costs

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 LOMASelect-Service Index test are 45 percent less likely to turn over during the first year. In one study, top scorers turned over 18.8 percent of the time, while low scorers turned over 34.4 percent of the time — nearly twice as often!

Dimensions 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.

Click HERE to request more information about LOMASelect-Service Index, or e-mail empselect@loma.org or call 770/984-6450.