Report Section
Mettl Customer Care Representative Assessment
Test Taker Details
S
Sample
Email Address: sample-report@mettl.com
How to Interpret the Report?
This assessment measures work-relevant personality traits that might be manifested in work behaviour and therefore influence success on the job. To best use this report:
- Review the overall recommendation first. Based on your need, you might want to prioritize candidates who are ‘recommended', followed by those who are ‘cautiously recommended’.
- If you’re choosing among different candidates within the same band of recommendation, review the competencies’ results. Focus on the competencies you believe are critical for success in the role you’re hiring for, and use those scores to help you prioritize which candidates to select for the next step.
- Remember: This assessment is just one piece of the puzzle. While hiring, it is recommended that you review other information as well – functional and job knowledge, background and past behaviour (e.g. using structured behavioural interviews), reference checks, etc. in addition to the personality assessment.
- Use of Response Styles for Recruitment/Selection: The ideal response style is “Genuine” and it is recommended for further analysis. However, if any candidate’s response style displays Social Desirability, he/she needs to be considered with caution.We do not recommend candidates who display Extreme Responding/Central Tendency/Careless Responding as they indicate that the candidate has not attempted the assessments in the desired manner, and that interferes with an understanding of his/her personality since it would not evoke genuine responses from the candidate's answers. This in turn is expected to interfere with the proceeding decisions, so the candidate may be considered for a re-test. Such cases are usually not considered for a statistical/detailed analysis of scores if required further.
Response Style
Response Style Genuine
Explanation of Response Style:
Genuine
No concerns or red flags just based on response style of candidate.
Social Desirability
If more than 75% of the questions are answered in a manner that indicates an attempt to appear in a falsely positive light or seem ‘socially desirable’.
Extreme Responding
If more than 75% of the questions are answered in a manner that indicates that an individual agrees with the statements at the lower and higher end consistently.
Central Tendency
If the middle response (‘neutral’) is selected more than 30% of the time.
Careless Responding
If more than 95% of the responses selected are from the same direction (i.e. if the candidate selected ‘most like me’ or ‘like me’ from the right-side statement or from the left-side statement alone).
EXECUTIVE SUMMARY
Recommendation
Cautiously Recommended
Not Recommended
Cautiously Recommended
Recommended
Strengths
Proactiveness
Likely to display a high level of initiative, and may often look for areas where one can contribute without being asked.
Affective Communication
May be able to communicate in an appropriate manner to put across one's viewpoints clearly and concisely.
Understanding Customer Needs
Likely to gather more information from customers to understand their needs and requirements.
Areas of Development
Problem Solving
Needs to be able to quickly identify patterns and the logical rule underlying those patterns to arrive at solutions. Also needs to be able to apply innovative ways to solve problems.
Communication Skills
Needs to be able to use a right word at the right time and carefully formulate sentences. Also needs to be able to communicate and express his/her thoughts effectively.
Emotional Stability
Should try to deal with workplace stress effectively.
Evaluation of Behavioral Competencies
Personal Attributes:
Values shown in above chart are sten scores
1. Personal Attributes:
Emotional Stability: Low
Less likely to display emotional resilience. Less likely to deal effectively with pressure by being calm and poised and may gets discouraged by setbacks, not putting effort to ensure efficient completion of tasks. Not very likely to maintain optimal performance during difficult situations. Less likely to use appropriate coping strategies to deal with workplace stress.
Friendliness: Moderate
Moderately likely to maintain a friendly demeanor when interacting with others. May occasionally be perceived as approachable and easy to talk to. May sometimes make efforts to make the other person feel comfortable and at ease. Somewhat likely to be sensitive to the issues faced by others.
Proactiveness: High
Likely to initiate tasks without being asked to and work above and beyond the expectations of a job. May often seek out opportunities to take up additional responsibilities at work. Likely to look for areas where one can contribute actively. May demonstrate eagerness to work on new tasks and tasks that others don't want to take up.
Teamwork: Moderate
Somewhat likely to be a good team player and may at times be able to maintain harmonious and cooperative relationships with team members. Moderately likely to work cooperatively and collaboratively with others, with a positive approach towards achieving common goals. Somewhat likely to offer help to others without being asked to.
Customer Service Orientation:
Values shown in above chart are sten scores
2. Customer Service Orientation:
Affective Communication: High
Likely to display a willingness to listen to customers and may be able to comprehend information on listening. May be open to others' views and make an effort to understand what they are trying to convey. Likely to be seen as being straightforward when communicating with others and may often convey important information in a clear, concise and transparent manner.
Information Seeking: Moderate
Moderately likely to be efficient at methodically gathering and organizing information and facts needed for solving work related problems and making effective decisions. Somewhat likely to seek required information from others, by asking relevant questions. Moderately likely to probe people in an effective manner and seek more information than what has already been provided.
Understanding Customer Needs: High
May be able to understand a customer's expectations and requirements. Likely to modify one's style of work as per the customer's needs. Likely to ask relevant questions and gather data in order to ascertain more information and better understand the customer's needs and requirements.
Service Motivation: Moderate
May at times be able to identify potential customers and provide quality service to current customers. Somewhat likely to find new and effective ways to improve service experience for internal as well as external customers. Somewhat likely to deal with customer queries, requests and complaints in an efficient manner. Moderately likely to focus on continuously providing excellent customer services.
Work Management:
Values shown in above chart are sten scores
3. Work Management:
Accountability: High
Likely to accept responsibility for the actions taken by oneself. Likely to take one's duties and responsibilities seriously. May be able to hold oneself accountable to complete the assigned task. May be able to understand one's mistakes and may rectify them immediately. Likely to execute one's work without seeking any guidance from others.
Multitasking: High
Likely to be energetic and may have an ability to multi-task. Likely to balance multiple projects without losing one's calm. May often accord time and resources in proportion to the importance of the task. Likely to be curious to know different things and may often keep oneself busy with different tasks and work.
Evaluation of Cognitive Abilities:
Values shown in above chart are sten scores
4. Evaluation of Cognitive Abilities:
Attention to Detail: Low
Unlikely to notice everything that might be of importance, at any point of time. Less likely to be able to capture every minute detail and present the work in a clear, complete, precise and easy to understand language. May not be attentive, focused and good at giving excellent results and in maintaining excellent quality.
Problem Solving: Low
Unlikely to have the ability to quickly identify patterns and the logical rule underlying those patterns to arrive at solutions. May not be able to gather work related information quickly, from various sources and apply it in innovative ways to solve problems. May not have lateral thinking abilities and fluid intelligence. May not be creative in thinking and in integrating data logically to arrive at solutions.
Communication Skills: Low
Unlikely to have a good vocabulary. May be very poor at proper usage of grammar and punctuation. May face problems in understanding word meanings, word relationships and also in interpreting detailed information.
