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Call Centre Survey

Call Centres employ millions of people. Telemarketing has become an important marketing method, but the industry needs better hiring methods in order to become more efficient. Being an effective call centre employee requires far more than the ability to speak on the telephone. That’s the need the Profiles Call Centre Survey addresses.

What it Takes to Succeed
The Profiles Call Centre Survey measures a variety of characteristics, each of them is important to being productive in a call centre environment. These characteristics are:

  1. Understanding of Sales Practices
  2. Assertiveness (Persuasive, Confident, Outgoing)
  3. Persistence (Persevering, Unwavering, Emotionally tough)
  4. Empathy (People-focused, Relationship-oriented)
  5. Drive (High competitive, Aggressive, Opportunistic)
  6. Organization (Organized, Conforms, Routine-focused)
  7. Maturity (Sound judgment, Stable, Tolerant)
  8. Creativity (Inventive, Unique, Innovative)
  9. Incentive (Recognition, Feedback, External)

Use for Hiring and Assessing Employees
The Profiles Call Centre Survey can be used for hiring and for assessing people who are already employed in a call centre to identify training needs. It takes about 20 minutes to complete the survey over the Internet, on a computer, or using a survey booklet. Two types of computer-generated reports are available. One is geared toward the qualities essential to making outbound sales and the other to inbound sales. Results are presented in graphic and narrative formats for easy understanding of an individual’s good, moderate or poor job match. Additional reports can be generated to identify training needs in the sales practices area, making the Profiles Call Centre Survey a great training tool.

Sample Reports
The Profiles Call Center Survey was developed to help select individuals who will be successful in Call Centre Sales positions. The report covers both Understanding of Sales Practices (a skill) and eight important behavioral characteristic areas: Assertiveness, Persistence, Empathy, Drive, Organization, Maturity, Creativity, and Incentive.
 
Built in to the software are two patterns or benchmarks that were developed with years of research. There is a pattern for an Inbound Sales position and an Outbound Sales position. As you use the reports you will see that there is a difference in these two patterns that reflects that different personalities seem to be more successful at each type of position.
Call Centre Outbound Report
Call Centre Inbound Report