Mettl BPO (Inbound) Customer Care Executive Assessment

Pqr
pqr@mettl.com
Test Taken on:
Report Version as on:
Finish State: Normal
Registration Details
Email Address: pqr@mettl.com
First Name: Fanny
Last Name: Not filled
Date of birth: Not filled
Experience: Not filled
EXECUTIVE SUMMARY
Recommendation

Recommended

Key Competencies

Teamwork: Always works well in a team. Understands the goals of the team and each team member’s role within it.

Stress Management: Always stays focused on work tasks and productively uses time and energy when under stress

Stability: Is sincere to the organization and its goals and would not easily consider job switches

Handling repetitive tasks: Does redundant and repetitive tasks with a good level of precision and quality

Taking Initiatives: Takes immediate action when confronted with a problem or when made aware of a situation

Strengths

Teamwork: Works collaboratively with others to achieve common goals and positive results

Stress Management: Develops appropriate strategies as needed to alter conditions that create stress and to sustain physical and mental health

Stability: Is extremely likely to sustain at the organization for long.

Handling repetitive tasks: Is good at handling redundant tasks and develops a sense of autonomy and fluidity with time.

Taking Initiatives: Always implements new ideas or potential solutions without prompting; does not wait for others to take action or to request action

Areas of Development

NONE

Red Flags

NONE

COMPETENCIES EVALUATION
Managing the Process
Values shown in above chart are percentages
Very Low Low Moderate High Very High
Customer Delight: High

Asks questions to identify customer’s needs or expectations or to determine customer’s awareness of the full range of available services. Takes a variety of actions to fully understand and meet a customer’s needs. Monitors customer satisfaction regularly. Responds to customers with an appropriate level of urgency. Looks for ways to continuously improve results or outcomes to increase customer satisfaction. Works with customers to develop realistic objectives or time frames.

Handling repetitive tasks: Very High

Has the ability to efficiently perform repetitive tasks. Is exceptionally good at making the most mundane tasks interesting in some way. Always tries to cut down the monotony of a task by using innovative means to bring in some variety and making it less tiresome. Never tires of doing the same task any number of times if the work profile requires it.

Teamwork: Very High

Always asks for the input of group members and encourages the participation of all. Always gives credit and recognition to those who have contributed. Demonstrates a regular interest in helping others solve problems and accomplish work objectives. Consistently follows up on inquiries and requests from peers and co-workers. Participates very actively in accomplishing group goals, doing his or her share willingly. Always shares information and own expertise with others to enable them to accomplish group goals. Always works to develop consensus in pursuit of group goals. Always acknowledges and works through conflict in a productive way; shares concerns and differing opinions in a constructive, positive way. Highly respects and is very tolerant of differing opinions and those who hold them. Obtains high level of cooperation of others.

Process Orientation: High

Pays attention to processes or steps leading to the accomplishment of results, looking for ways to improve quality, efficiency and/or effectiveness. Looks for ways to eliminate redundancy or in processes, for example repetition of steps in a process that provide no value-add. Looks for ways to streamline work processes, for example eliminating steps that do not add value or rearranging the steps in a process to facilitate workflow. Looks for ways to reduce rework; rework being anything that requires additional effort and attention to “fix” before the process can be successfully completed. Looks beyond symptoms to uncover root causes of problems. Looks for ways to reduce duplication of effort in and between departments. Questions “the way things have always been done around here” to ensure that processes and results continue to be relevant and add value.

Self Management
Values shown in above chart are percentages
Very Low Low Moderate High Very High
Stability: Very High

Shows a high level of commitment towards the organization. Is extremely likely to stay in a job for a long period of time. Enjoys working in a profile that ensures a good amount of job security. Always shows a strong sense of integrity and loyalty towards the organization that the person works for. Always exhibits a balanced, level headed temperament and tends to thoroughly study the consequences of a situation before acting upon it.

Stress Management: Very High

Always keeps functioning effectively during periods of on-going stress. Always maintains focus and composure during such situations. Always understands personal stressors and takes steps to limit their impact. Maintains very sound judgment and decision making during adverse conditions. Always recognizes personal limits for workload and negotiates adjustments to minimize the effects of stress, while still ensuring appropriate levels of productivity. Regularly demonstrates behaviours that help others remain calm, yet focused and energized during periods of extreme stress affecting the organization.

Adapting to new situations: High

Accepts that things will change. Seeks clarification when faced with ambiguity or uncertainty. Demonstrates willingness to try new approaches. Adapts personal approach to meet the needs of different or new situations. Seeks guidance in adapting behaviour to the needs of a new or different situation. Adapts to new ideas and initiatives across a wide variety of issues or situations. Shifts priorities, changes style and responds with new approaches as needed to deal with new or changing demands. Seeks opportunities for change in order to achieve improvement in work processes, systems, etc. Anticipates change and makes large or long-term adaptations in organization in response to the needs of the situation. Performs effectively amidst continuous change, ambiguity and, at times, apparent chaos.

Taking Initiatives: Very High

Always recognizes and acts on opportunities. Always digs beneath the obvious to get at the facts, even when not asked to do so. Always creates opportunities or minimizes potential problems by anticipating and preparing for these in advance. Always anticipates needs in different situations and takes appropriate action. Requires very minimum supervision and is self-directed within the scope of his/her accountabilities.

Test Log