While other tests attempt to tell you whether applicants can perform customer service work, the CSAP tells you whether they can and will do so. It stresses motivation as well as aptitude, identifying individuals who are likely to follow through once they've got the job. Use the CSAP not only to make better hiring decisions, but also to find out why your current customer service reps may not be working up to their potential.
With 140 items, the CSAP covers the following areas:
Initiative/Cold Calling
Achievement
Competitiveness
Initiative
Assertiveness
Extroversion
Cooperativeness
Relaxed Style
Sales Closing
Motivation
Planning
Teamwork
Personal Diplomacy
Patience
Self-Confidence
Goal Orientation
Validity scales are also included that identify respondents who have an unusually positive or unusually negative style of self-representation - and the scores of those respondents are automatically adjusted.
Your clients or applicants can complete the CSAP on your computer and then you can instantly generate an Interpretive Report. The report evaluates the respondent in terms of Customer Service Strength, Potential Strength and Areas That Need Development. You can also enter the responses from a completed paper-and-pencil administration into the computer for immediate scoring and report generation.
