Report Section
Assessment for Customer Care Representative (B2C)
Test Taker Details
S
Sample
Email Address: sample.report@mettl.com
How to Interpret the Report?
Response Style
Response Style Central Tendency
Explanation of Response Style:
Central Tendency
If the middle response (‘neutral’) is selected more than 30% of the time.
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.
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 based on Cognitive Abilities
Cautiously Recommended
Recommendation based on Behavioral Competencies
Cautiously Recommended
Strengths
None
Areas of Development
Service Motivation
Needs to learn to provide quality services to customers, more often and deal with their queries, requests and complaints in a more efficient manner.
Accountability
Needs to learn to hold oneself accountable and accept responsibility more frequently for one's actions and decisions.
Multitasking
Needs to be more energetic and active and try to make more of an effort to involve oneself in different activities at the workplace.
EXECUTIVE SUMMARY
Evaluation of Cognitive Abilities:
Values shown in above chart are sten scores
1. Evaluation of Cognitive Abilities:
Communication Skill: Medium
He/she is moderately likely to communicate and express thoughts effectively. He/she may be able to process, retain and synthesize large amount of information in a workplace. He/she may have moderate reading and writing skills and may take less time to absorb information and deliver outputs.
Attention to Details: Low
The candidate is 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. The candidate may not be attentive, focused and good at giving excellent results, maintaining excellent quality.
Evaluation of Behavioral Competencies
Personal Attributes:
Values shown in above chart are sten scores
2. Personal Attributes:
Emotional Stability: Medium
Moderately likely to display emotional resilience. Moderately likely to deal effectively with pressure by being calm and poised and not getting discouraged by setbacks, may try to put effort to ensure efficient completion of tasks. Somewhat likely to maintain optimal performance despite difficult situations. Moderately likely to use appropriate coping strategies to deal with workplace stress.
Friendliness: Medium
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: Medium
Moderately likely to initiate tasks without being asked to and work above and beyond the expectations of a job. May occasionally seek out opportunities to take up additional responsibilities at work. Somewhat likely to look for areas where one can contribute actively. May at times demonstrate eagerness to work on new tasks and tasks that others don't want to take up.
Teamwork: Medium
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.
Evaluation of Behavioral Competencies
Customer Service Orientation :
Values shown in above chart are sten scores
3. Customer Service Orientation :
Affective Communication: Medium
Moderately likely to display a willingness to listen to customers and may be somewhat able to comprehend information on listening. May be somewhat open to others' views and make an effort to understand what they are trying to convey. Moderately likely to be seen as being straightforward when communicating with others and may occasionally convey important information in a clear, concise and transparent manner.
Information Seeking: Medium
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: Medium
May at times be able to understand a customer's expectations and requirements. Moderately likely to modify one's style of work as per the customer's needs. Moderately 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: Medium
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.
Evaluation of Behavioral Competencies
Work Management:
Values shown in above chart are sten scores
4. Work Management:
Accountability: Medium
Moderately likely to accept responsibility for the actions taken by oneself. Somewhat likely to take one's duties and responsibilities seriously. May at times be able to hold oneself accountable to complete the assigned task. May at times be able to understand one's mistakes and may occasionally rectify them immediately. Moderately likely to execute one's work without seeking any guidance from others.
Multitasking: Medium
Moderately likely to be energetic and may have a fair ability to multi-task. Likely to sometimes balance multiple projects without losing one's calm. May occasionally accord time and resources in proportion to the importance of the task. Somewhat likely to be curious to know different things and may sometimes keep oneself busy with different tasks and work.
Test Log
Test Log
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Started the test with Personality Inventory
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Finished Personality Inventory and started Situational Judgement Test of the test
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Finished Situational Judgement Test and started Personality Inventory of the test
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Finished Personality Inventory and started Situational Judgement Test of the test
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Finished Situational Judgement Test and started Aptitude Test of the test
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Finished Aptitude Test and started Attention to Detail of the test
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Finished the test