Customer service representatives are more likely to be tested for traits that relate to customer service, which is why these tests are increasingly popular. HR managers are scrambling to find solutions. Personality tests are especially useful in reducing voluntary turnover. They not only test whether candidates can do a job but also determine if candidates will be satisfied and happy doing that job.
Research has shown that certain personality traits are especially predictive of job performance in sales and customer service positions. In general, high-performing salespeople from many industries tend to be highly motivated, competitive, assertive, outgoing, and outgoing. Other traits that were less successful included patience and cooperativeness.
Emotional intelligence assessments are a new category of assessments. Emotional intelligence, also known as EI, was popularized for the first time in the 1990s. In the context of the workplace, emotional intelligence has gained a lot of importance over time.
Because there is evidence that these traits correlate with job performance across a range of positions, the Big Five traits are especially relevant for hiring. Conscientiousness measures how organized, reliable, persistent, and trustworthy an individual is. While it can be used to predict success for many job types, particularly entry-level jobs where the value of reliability and punctuality might be greater than creativity, Conscientiousness has been moderately predictive.
These personality tests can be used by anyone, not just customer service representatives. These types of tests are growing in popularity due to the fact that many organizations place a strong emphasis on creating a "culture" of customer service throughout their entire organization. These tests can be very beneficial to companies if applicants are expected to interact with customers and the public.
Research shows that emotional intelligence is linked to important workplace outcomes like interpersonal effectiveness, collaboration and teamwork and motivation. Good leadership and management skills are also linked to strong emotional intelligence. Organisations are more interested in EI assessments in the hiring process.
Figure 2: The traits model has gained credibility in personality research due to growing evidence that a dichotomy of two types of personality does not adequately capture the nuances of human personalities.