Report Section
Mettl BPO(Outbound) Customer Care Executive Assessment
Test Taker Details
J
Jkl
Email Address: jkl@mettl.com
EXECUTIVE SUMMARY
Recommendation
Recommended
Key Competencies
Handling repetitive tasks
Does redundant and repetitive tasks with a good level of precision and quality
Customer Delight
Always demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer within the resources that can be made available
Adapting to new situations
Always adjusts own behaviours to work efficiently and effectively in light of new information, changing situations and/or different environments
Stress Management
Stays focused on work tasks and productively uses time and energy when under stress
Taking Initiatives
Takes immediate action when confronted with a problem or when made aware of a situation
Strengths
Handling repetitive tasks
Is good at handling redundant tasks and develops a sense of autonomy and fluidity with time.
Customer Delight
Very actively seeks information to understand customers’ circumstances, problems, expectations, and needs
Adapting to new situations
Adapts very easily to major changes in policies, administrative procedures, culture, changing work assignments.
Stress Management
Develops appropriate strategies as needed to alter conditions that create stress and to sustain physical and mental health
Taking Initiatives
Implements new ideas or potential solutions without prompting; does not wait for others to take action or to request action
Red Flags
None
Areas of Development
None
Competencies Evaluation
Managing the Process:
Values shown in above chart are percentages
1. Managing the Process:
Customer Delight: Very High
Always asks questions to identify customer’s needs or expectations or to determine customer’s awareness of the full range of available services. Always takes a variety of actions to fully understand and meet a customer’s needs. Always monitors customer satisfaction regularly. Always responds to customers with an appropriate level of urgency. Always looks for ways to continuously improve results or outcomes to increase customer satisfaction. Always 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: High
Asks for the input of group members and encourages the participation of all. Gives credit and recognition to those who have contributed. Demonstrates interest in helping others solve problems and accomplish work objectives. Follows up on inquiries and requests from peers and co-workers. Participates actively in accomplishing group goals, doing his or her share willingly. Shares information and own expertise with others to enable them to accomplish group goals. Works to develop consensus in pursuit of group goals. Acknowledges and works through conflict in a productive way; shares concerns and differing opinions in a constructive, positive way. Respects and is tolerant of differing opinions and those who hold them.
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.
Competencies Evaluation
Self Management:
Values shown in above chart are percentages
2. Self Management:
Stability: High
Shows a sense of commitment towards the organization. Is likely to stay in a job for a long period of time. Prefers working in a profile that ensures a good amount of job security. Shows a strong sense of integrity and loyalty towards the organization that the person works for. Exhibits a balanced, level headed temperament and tends to thoroughly study the consequences of a situation before acting upon it.
Stress Management: High
Keeps functioning effectively during periods of on-going stress. Maintains focus and composure during such situations. Understands personal stressors and takes steps to limit their impact. Maintains sound judgment and decision making skills in adverse conditions. Recognizes personal limits for workload and negotiates adjustments to minimize the effects of stress, while still ensuring appropriate levels of productivity. Demonstrates behaviours that help others remain calm, yet focused and energized during periods of extreme stress affecting the organization.
Adapting to new situations: Very High
Always accepts that things will change. Always seeks clarification when faced with ambiguity or uncertainty. Demonstrates a high willingness to try new approaches. Readily adapts personal approach to meet the needs of different or new situations. Consistently seeks guidance in adapting behaviour to the needs of a new or different situation. Easily adapts to new ideas and initiatives across a wide variety of issues or situations. Fluidly shifts priorities, changes style and responds with new approaches as needed to deal with new or changing demands. Constantly seeks opportunities for change in order to achieve improvement in work processes, systems, etc. Always anticipates change and makes large or long-term adaptations in organization in response to the needs of the situation. Performs very effectively amidst continuous change, ambiguity and, at times, apparent chaos.
Taking Initiatives: High
Recognizes and acts on opportunities. Digs beneath the obvious to get at the facts, even when not asked to do so. Creates opportunities or minimizes potential problems by anticipating and preparing for these in advance. Anticipates needs in different situations and takes appropriate action. Requires minimum supervision and is self-directed within the scope of his/her accountabilities.
Test Log
Test Log
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