Customers service representative positions have high turnover rates, so it is becoming increasingly common to use tests to assess customer service traits. HR managers have to search for solutions. Personality tests are particularly helpful in reducing voluntary turnover. These tests not only assess whether candidates have the ability to do a job, but also gauge whether they will be comfortable doing the job.
Emotional Intelligence tests are a relatively new category of assessments. Emotional intelligence or EI is a relatively recent concept. It was first introduced in the 1990s. The workplace has made the concept of EI more important over the years.
Risk testing is essentially a way for organizations to reduce risk. Risk can take many forms. Different assessments measure different types. An organization's main benefit is to reduce the chance that employees might engage in unsafe or contraproductive work practices.
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But customer service representatives are not the only ones who should take these personality tests. These types of tests are gaining popularity as many organizations put a great deal of emphasis on fostering a "culture for customer service" throughout the organization. These tests may prove to be of great value to applicants for managerial or executive positions, especially if they will have frequent contact with customers or the general public.
Criteria suggests that an emotional intelligence assessment be used in hiring for people who require a lot of interpersonal interaction. You can think of leadership or management roles, customer services or sales, as well as human resources.
Emotional intelligence, as a construct, is less well-known than cognitive aptitude or personality. Research suggests that emotional intelligence can be considered an ability similar to cognitive abilities. EI can now be evaluated using an ability-based assessment. Emotify, for instance, is an ability-based assessment to assess emotional intelligence. It measures a person’s ability understand and accurately perceive emotions.
Research has shown that emotional intelligence can be associated with important work outcomes like teamwork, interpersonal effectiveness, motivation, and teamwork. Research has shown that strong emotional intelligence can also be associated with high leadership and excellent management skills. Companies are now more interested to assess EI during the hiring process.