#skill test

okay rain worlders.... how many lizards are there waiting to kick my ass

Facts For A Better Customer Service Hiring!! 

“Hello! Customer Care, I wanted to…….” And you hear, “For English press 1…. To speak with our customer executive press 9..” and without a second thought you press 9 to speak with a human to resolve your query.

Though we live in a digitalized world, we prefer a humanized talk when it comes to problem solving. As we know, no machine can ever relate to the query we face, the way a human could. But do the people hired by companies always pacify the customer and/or give satisfying solutions? Or do they just receive the calls and keep repeating the rote-learnt responses rather than justifying your query.

It becomes a big responsibility for service organization firms to serve their customer effectively while hiring employees with predisposition to serve customers. This is where “Customer Service Orientation Assessment” comes into picture – a scientifically validated psychometric assessment by PMaps. PMaps, that enables you to identify, measure and evaluate ‘human’ values in your customer-care staff for delivering higher quality customer service.

PMaps’ Customer Service Orientation Assessment (herein referred as PMaps’ CSO) was fundamentally developed to meet the company’s principle “Better Hiring” that is, providing best fitment to the organizations for various roles using scientifically-developed Psychometric models. Hence PMaps’ CSO Assessment guides various industries providing customer service in recruiting candidates having high inclination or orientation towards customer service and values, to serve best to their customers.

The PMaps’ CSO Assessment is built using three broad scales namely Helpfulness, Self control and Task Orientation using scientific approach. The test has been validated through various experts like Psychologists, academicians and corporate HR professionals. It is not just a typical question-answer format based assessment. The PMaps’ CSO Assessment has been constructed using rich content like pictures and audio based questions related to various day- to-day situations, making the assessment wide-ranging. It also provides both intra-organization and inter-organization benchmarks as per the expectations and culture of the company and the industry it serves.

Despite being a behavioral assessment, PMaps’ CSO has always been paired with various cognitive tests as per the organization’s prospect to analyze ability of the candidate parallel to it. The CSO Assessment has shown incredible high inter-correlation with various demographic variables, cognitive skills and behavioral traits.

In a recent research conducted by PMaps at multiple companies spread across India, a positive relationship was observed between PMaps’ CSO Assessment and candidate’s Quality score. According to our research and findings of predictive analysis, it was found that candidates who scored higher in PMaps’ CSO Assessment, were able to bring their skills on board, showing high Quality score. Quality scores are scores given by quality team or Managers that monitors and identify problems, maintain quality standards based upon various facets like call opening, empathy, attendance, etc.; improve the customer experience and provides feedbacks to improve agent, call center and departmental performance. In the same research, PMaps’ CSO also showed positive relationship with Average Call Handling Time. That is the PMaps’ CSO passed candidates were able to empathize well with the customers as well resolve their query to the earliest. Hence, it was proved that a single variable alone cannot distinguish between highly and poorly efficient members. But, it could for sure increase the probability of hiring efficient candidates than poor candidate through none other than PMaps’ CSO Assessment as it provides you with a systematic and scientific approach for hiring.

Professional hiring has become the need of the hour in today’s competitive world and so sound hiring policy based on scientific tools will play a big role for service organization to compete in commoditized world. Hence the only solution would be PMaps’ Customer Service Orientation Assessment – a better hiring tool for every firm that aims to serve their customer the best.

– Sonali (Team – PMaps)

2 Ways Invigilation To Prevent Job Interview Lies

There is an instinct to sugarcoat skills and achievements to present oneself in a positive light. Ideally, they try to hide their weaknesses and exhibit accomplishments. This unrealistic portray

al helps an individual make lasting impressions. Job interview lies are normal…

In fact, 88.6% of lies in a day are described as ‘little white lies’. But, all of this, while seemingly normal, can cause a serious debacle in the professional space.

Hiring can be lengthy, time-consuming, and even irritating at times. But, it should never be prejudiced. 

LinkedIn’s findings show that 49% of candidates turn their backs on the organization if they experience biased judgments and poor recruitment practices. And, as an HR professional, you would certainly not want to lose a good candidate to irrational human biases or job interview lies.

Secure Your Hiring With Double-Invigilation!

Technology has provided numerous options and has simplified the hiring experience for HR managers, recruiters, and other decision-makers. Imagine enabling your organization with the fastest, easiest, and most visually-engaging hiring tools.

Doesn’t that sound like a good deal?

In addition to advanced technological services, you can also access the benefit of customizing your invigilation.

It is always good to double-check your hiring process. With PMaps psychometric tools, you can screen honest and unique candidates through 3 effective lie scales and 4 strict remote proctors. These reports are efficient, accessible, and easy to interpret.

TSK TSK we have a secret for you… 

You can also customize your interview questions to culturally align them with your organization. And decide the number of proctors implemented in your tests. Best of all, these privileges are available at an affordable price and are budget-friendly. Below is a brief of the services you can expect from PMaps’ proctoring and lie-detecting technology to prevent yourself from falling into job interview lies.

Digital Proctors: What Is 21st Century Invigilation?

In the 21st century, applicants and employees expect remote hiring and working facilities. An organization that does not live up to these expectations, experiences early attrition. For instance, news headlines about White Hat Jr highlight how employees have grown fond of working from home in the post-pandemic era.

While attending an online course or exam, students often take these systems for granted. Similarly, employees and potential employees, too, indulge in conscious careless conduct when there is nobody to monitor them during an exam. This behavior is stimulated by the context, or ‘coupled’ with the situation, and hence is termed coupling theory.

But coming back to the real question… Is remote invigilation possible? The answer is YES. 

Many hiring assessments, these days, make use of proctoring technologies to ensure that online tests are cheating-proof. The proctors monitor the candidates’ activity throughout the exam and record any misconduct performed.

The remote proctoring system enables HR professionals to digitally invigilate through:

Noise Detection

Snapshots

Browser Switch 

Face Verification

Lie Detectors: How To Know If Your Candidate Is Lying In A Job Interview?

Padding the Resume is a common deception tactic, often used to make a good first impression. According to Indeed, at least 40% of candidates lie or exaggerate self profile on their resume. A screening Cover Letter is a hiring practice that can be easily manipulated by the candidates.

If you are still one of the traditional hiring practitioners, you may have already mis-hired many candidates!

The Resume cover page of applicants is designed to grab attention during the very first glimpse. Beware of the candidates’ tendencies to respond in a socially desirable manner. This causes a continual attempt to make a good, lasting, first impression. It will facilitate an applicant to act by your expectations.

The phenomenon is explained by the impression management theory of Goffman. 

To prevent a first impression bias in hiring, you can now avail the latest HR tech options that save you from job interview lies. Hiring tools such as psychometric assessments with lie detecting scales can help you filter genuine responses of the candidates. This will ultimately lead to efficient hiring!

The 3 best lie scales incorporated into PMaps’ assessments are:

Impression Management Scale

Infrequency Scale

Acquiescence Scale

PMaps Pre-Filter Hiring Assessments:

How To Use Them To Prevent Job Interview Lies?

We realize how precious your time is. Therefore, we ensure that you will effectively reduce hiring time by incorporating psychometric assessments into your tight hiring cycle. And like a cherry on top of a cake, proctoring and lie detection scales tops PMaps assessments. The combination provides you security and clarity in assessing your candidates.

The proctoring technology temporarily controls the audio, webcam, and display of the test takers. It obtains records in pre-set intervals throughout the attempt. Also, the assessments have psychological lie scales incorporated within their items. And it identifies careless responders.

A brief report from both the invigilation software products gives an insight into candidates’ honesty. Proctoring tools help you check the candidates’ activities through snapshots, audio records, and screen switching actions. And the lie scale shows possible exaggerations and skewed responses. The combination of these tools helps you in effectively identifying job interview lies and filtering of the right candidate profile.

Sum Up

We recommend that you learn a bit more about PMaps’ products before you decide to use them. Our website is client-friendly and helps you take a virtual tour of our products and services. 

You can also check out our YouTube testimonials to learn what clients have to say about PMaps’ solutions.

2 Best Customer Service Skill Tests To Screen Your Candidates

·         Post author:Pratisrutee Mishra

·         Post published:02/08/2022

·         Post category:HR Trends & Practices

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Do you feel the HRs’ hiring block too? It’s time to embrace the advanced customer service skill tests! A tiringly-long hiring process is a cue enough to change the usual method of hiring. And how you engage with your existing and future employees. 

Today’s consumer market demands progressive customer service. It has become important to hire candidates who are fit for the role as technology advances. In this situation, it is better to put effort into SMART WORK, rather than giving into regular, hard work.

This article aims to provide you with clarity on how to improve customer service levels. How to utilize digital resources and adopt smart hiring… Embracing the ever-changing world around you will enable you to stay up-to-date.

Let’s Suppose…

There are two companies, presumably A and B.

Company A employs competent customer service executives using visual-based psychometric assessments. It facilitates the assessment of specific role-based characteristics and aptitudes for the job. Company B, however, sticks adamantly to lengthy and time-taking traditional hiring techniques. They strictly believe in the one-to-one interview process.

As a result, after hiring the candidates, Company B was least aware of the strengths and weaknesses of its employees. And hence, they administered ‘not so effective’ training sessions. These barely showed any effect on their skill set or altered their mind frame.

On the other hand, company A received a detailed report from the evaluative customer service assessment. They could successfully arrange relevant training courses and toolkits. These effectively nurtured the new hires to perform better in the company.

For Company A, one wise hiring decision led to the development of a good CSE team. In contrast, Company B’s customer support team performed poorly.

The new team of CSE  hired in ‘Company A’ helped them decrease the call handling time. And also contributed in increasing C-SAT Scores through efficient engagement. While the job performance of Company B went down in contrast.

Who does not want to keep their customers happy? Therefore, Company A in this scenario has the most desirable and ideal organizational setting for a progressive HR manager. It’s evident that company A has a better customer and producer relationship than company B. 

But where can you access these modern hiring tools?

In case you were wondering, PMaps is the right destination for you. A diligent group of organizational psychologists develop the pre-employment assessment at PMaps. Using these online assessments makes customer service hiring easy, accurate, detailed, and time-saving.

PMaps Solutions: CSA And eVA Pre-Employment Test

These excellent visual-based recruiting tools assess the right skills in a combination that can benefit you! It evaluates the job-specific aptitude and voice accent proficiency of your candidate with ease. You can find the best candidate by using customer service cognitive ability tests and voice and accent tests. 

The CSA evaluates 5 important traits of the aspiring customer service agents such as empathy, presence of mind, emotional control, conscientiousness, and achievement orientation. And eVA assesses the speech delivery and fluency of your applicants with specific grammar, vocabulary, comprehension, and pronunciation. Let’s dive deeper into their functions and importance.

CSA-Customer Service Skill Tests Your Fittest Candidate

Empathy-

A little warmth and empathy can make the customers comfortable expressing their struggles. A study in 2020 shows a positive correlation between employee empathy and customer satisfaction. It plays a vital role in the approach while dealing with customer complaints.

Hiring an empathetic candidate will help you improve your customers’ experiences.  The customer-centric behavior will also increase customers’ engagement, leading to better bonding. 

According to a study in 2021, customer bonding plays an important role in retaining trusted customers. Therefore, good customer service skill tests measure the applicants’ ability to handle customers’ moods.

Presence Of Mind-

The focus on providing quick, easy, and unique solutions determines the efficiency of a CSE team. Fast-paced customer service often delivers the message of a prompt CSE team. The enthusiasm to face clients makes the role of CSE more genuine and effective. In fact, 76% of customers expect to engage immediately with a CSE as soon as they reach out.

Fast response from a customer care agent imprints an impression of well-organized professional space. https://pmapstest.com/customer-service-assessments/89% of customers tend to associate further when they are attended immediately on their initial inquiry. Therefore, fast thinking and decision-making are significant factors in the PMaps customer service skill tests.

Emotional Control-

The ability to manage and regulate oneself individually and socially helps the agents ‘stand out’ while facing clients. Adjusting well with the customers’ moods and intentions is a must-have trait for all CSE aspirants.

However, it is not easy to deal with one’s personal emotions and operate unaffectedly in a professional setting. It takes courage to say, “I can understand how disturbing it can be. Let me resolve it for you.”

And “We are sorry for the inconvenience caused. We will work to fix the issue as soon as possible.” when the other side is extremely angry,  beyond usual tolerable levels. High emotional control will help the agents recover from these encounters easily.

Achievement Orientation-

An enthusiastic agent can enhance the standards of customer service in the organization. If each member of the CSE team contributes, it improves overall performance, approach and dealing with your clients. An ideal customer service team must be achievement-oriented. They must be internally motivated, driven towards higher goals, futuristic and visionary.

Setting goals and coping with global customer support standards are the primary concerns of support agents. It is not easy to identify ideal candidates through in-person job interviews. Therefore, smart psychometric assessments filter the best hiring options for you. The customer service skill tests eliminates biases through scientific analysis of their personality and potential.

Conscientiousness-

Conscientiousness helps customer support agents execute their dealings professionally and ethically. According to research conducted at Rice University, conscientious customer agents deliver better performances. The strategy of dealing with the customers in a detailed and pre-planned manner always brings  targeted results.

Through PMaps, you can compare your applicants and filter out your ideal ones with the help of our advanced customer service aptitude test. 

A good customer experience is key to successful customer retention and network expansion. Hire your dedicated customer service agents wisely.

Voice and Accent Assessment – Customer Service Skill Tests For Language Proficiency!

Grammar-

It is very important to get your candidates checked for language proficiency. Especially grammar, as this foundation of communication is  based on the accurate forming of sentences. You definitely do not wish to have a customer care agent who picks up the call and says,

“Hello, Sir. How you are? How I can help?”

Not only will it be difficult for your customers, but it will also create a bad brand impression. https://pmapstest.com/management-aptitude-test-visual-based-psychometric-test-pmaps/In customer service, being polite only works well when you can deliver structured statements.

Vocabulary-

Are your customer service agents aware of local terms and terminologies?

This helps the agents develop bonds with their clients. This can become a major problem when you are hiring Gen-Z candidates. Why? Because today’s generation is more inclined toward the use of short forms and abbreviations.

However, customers are either Millennials or even older. To keep the conversation going, both sides need to be aware of this tendency. It’s not the customers’ responsibility to do this.

‘Sorry’ and ‘Thank You’ are only a couple of examples.

Again, there are particular phrases mostly used by customer service agents to handle angry customers. The agents must also be fluent in business languages in order to be able to provide the best customer support.

Comprehension-

What matters the most for a team of customer service agents?

It is to understand the customers of the company. Customer service personnel need to have an in-depth understanding of the products. Also about the organization’s mottos and ethics in order to be able to interpret and solve customers’ problems. An agent cannot deliver satisfactory targets with all awareness if they fail to understand the speech used by the client.

The candidates must have the Triple-A-Listening Skills to be able to perfectly comprehend:

·         Attitude

·         Attention

·         Adjustment

These skills ensure effective communication with clients. Engaging in client-agent conversations becomes hard in the case of telephonic and virtual support. The availability of wide exposure and modern reach can be a bonus. But, only if CSE hires are open to advancement and comfortable with the digital interface. 

Fluency-

“We are…mm…we will…try to…umm…solve your…problem” (Imagine that your customer service agents say this).

Chances are, your customers are not patient enough to deal with abrupt pauses and lengthy discussions. A valuable long conversation on the concerned topic can give your agents a bonus point for helpfulness. But, a conversation that is uselessly dragging on may cost you the loss of a valued client.

Most customers expect instant solutions to their problems. Therefore, 67% of customer loss is avoidable only through solving concerns promptly, reports Ameyo Stats.

This is because slow-witted customer agents often engender frustration in their clients. The combination of humor, general intelligence, and politeness will help you establish a strong bond with your customers.

Pronunciation-

Lastly, what impacts a conversation with a customer is pronunciation. Depending on the birth region of an individual and the surrounding, there can be differences in pronouncing a syllable. This happens because certain muscles are not actively performing due to a lack of habit.

Another issue can be confusion between two similar-sounding syllables. The pronunciation of a good customer service agent must be clear and understandable. Customers’ pronunciations, however, are not controllable nor predictable.

So, why not use common sense in the latter case?

Final Words

PMaps CSA and eVA hiring tools help you secure all the ideal skills for customer service so that you can take a sigh of relief and relax. The PMaps reports will help you organize the required training and resources. Also, you can shortlist the frontline candidates that will lead the team of new hires. 

A detailed, upfront evaluation of candidates protects you from certain customer service gaffes. After all, everything comes down to the quality of the workforce employed by your company. Hire your candidates wisely through the pre-hiring test and reach your customers wholeheartedly!

Tell us about your problems on a short 30 minutes call and let us introduce our  best customer service skill tests to you. Visit our client-friendly website to learn more about our diversified HR Tech services.

2 Ways Invigilation To Prevent Job Interview Lies

There is an instinct to sugarcoat skills and achievements to present oneself in a positive light. Ideally, they try to hide their weaknesses and exhibit accomplishments. This unrealistic portray al helps an individual make lasting impressions. Job interview lies

In fact, 88.6% of lies in a day are described as ‘little white lies’. But, all of this, while seemingly normal, can cause a serious debacle in the professional space.

Hiring can be lengthy, time-consuming, and even irritating at times. But, it should never be prejudiced. 

LinkedIn’s findings show that 49% of candidates turn their backs on the organization if they experience biased judgments and poor recruitment practices. And, as an HR professional, you would certainly not want to lose a good candidate to irrational human biases or job interview lies.

Secure Your Hiring With Double-Invigilation!

Technology has provided numerous options and has simplified the hiring experience for HR managers, recruiters, and other decision-makers. Imagine enabling your organization with the fastest, easiest, and most visually-engaging hiring tools.

Doesn’t that sound like a good deal?

In addition to advanced technological services, you can also access the benefit of customizing your invigilation.

It is always good to double-check your hiring process. With PMaps psychometric tools, you can screen honest and unique candidates through 3 effective lie scales and 4 strict remote proctors. These reports are efficient, accessible, and easy to interpret.

TSK TSK we have a secret for you… 

You can also customize your interview questions to culturally align them with your organization. And decide the number of proctors implemented in your tests. Best of all, these privileges are available at an affordable price and are budget-friendly. Below is a brief of the services you can expect from PMaps’ proctoring and lie-detecting technology to prevent yourself from falling into job interview lies.

Digital Proctors: What Is 21st Century Invigilation?

In the 21st century, applicants and employees expect remote hiring and working facilities. An organization that does not live up to these expectations, experiences early attrition. For instance, news headlines about White Hat Jr highlight how employees have grown fond of working from home in the post-pandemic era.

While attending an online course or exam, students often take these systems for granted. Similarly, employees and potential employees, too, indulge in conscious careless conduct when there is nobody to monitor them during an exam. This behavior is stimulated by the context, or ‘coupled’ with the situation, and hence is termed coupling theory.

But coming back to the real question… Is remote invigilation possible? The answer is YES. 

Many hiring assessments, these days, make use of proctoring technologies to ensure that online tests are cheating-proof. The proctors monitor the candidates’ activity throughout the exam and record any misconduct performed.

The remote proctoring system enables HR professionals to digitally invigilate through:

Noise Detection

Snapshots

Browser Switch 

Face Verification

Lie Detectors: How To Know If Your Candidate Is Lying In A Job Interview?

Padding the Resume is a common deception tactic, often used to make a good first impression. According to Indeed, at least 40% of candidates lie or exaggerate self profile on their resume. A screening Cover Letter is a hiring practice that can be easily manipulated by the candidates.

If you are still one of the traditional hiring practitioners, you may have already mis-hired many candidates!

The Resume cover page of applicants is designed to grab attention during the very first glimpse. Beware of the candidates’ tendencies to respond in a socially desirable manner. This causes a continual attempt to make a good, lasting, first impression. It will facilitate an applicant to act by your expectations.

The phenomenon is explained by the impression management theory of Goffman. 

To prevent a first impression bias in hiring, you can now avail the latest HR tech options that save you from job interview lies. Hiring tools such as psychometric assessments with lie detecting scales can help you filter genuine responses of the candidates. This will ultimately lead to efficient hiring!

The 3 best lie scales incorporated into PMaps’ assessments are:

Impression Management Scale

Infrequency Scale

Acquiescence Scale

PMaps Pre-Filter Hiring Assessments:

How To Use Them To Prevent Job Interview Lies?

We realize how precious your time is. Therefore, we ensure that you will effectively reduce hiring time by incorporating psychometric assessments into your tight hiring cycle. And like a cherry on top of a cake, proctoring and lie detection scales tops PMaps assessments. The combination provides you security and clarity in assessing your candidates.

The proctoring technology temporarily controls the audio, webcam, and display of the test takers. It obtains records in pre-set intervals throughout the attempt. Also, the assessments have psychological lie scales incorporated within their items. And it identifies careless responders.

A brief report from both the invigilation software products gives an insight into candidates’ honesty. Proctoring tools help you check the candidates’ activities through snapshots, audio records, and screen switching actions. And the lie scale shows possible exaggerations and skewed responses. The combination of these tools helps you in effectively identifying job interview lies and filtering of the right candidate profile.

Sum Up

We recommend that you learn a bit more about PMaps’ products before you decide to use them. Our website is client-friendly and helps you take a virtual tour of our products and services. 

You can also check out our YouTube testimonials to learn what clients have to say about PMaps’ solutions.