Used for Recruitment and Selection:
Proficient employees can change your business and can play a vital part in client retention. Therefore it is necessary to hire individuals with the correct mentality towards serving clients, which might not be exceptionally evident in interviews. Mettl's Customer Focus Assessment tries to take care of this issue, this assessment measures customer orientation and a customer centric personality through 11 competencies. We also customize the test toward the type of customers and situations faced in a B2C client facing role.
Training gap analysis
Serving customers is a competency which can be developed by proving the right training. This training can be based on areas of development and red flags provided by the test.
Reliability score : Cronbach's alpha .88
Validity score : This ranges from .86 to .90 for different norm groups
Theoretical basis : The Big 5 Theory of Personality
Key profiles the test is useful for:
Customer service executives
Support executives in BPOs/ KPOs
People who are in client facing/ interaction roles
Floor personnel in Stores/ Malls
Floor managers in Stores/ Malls
Sales executives in different industries
The assessment consists of 80 (5 point Likert scale) items across the following tests :
Mettl Personality Inventory
Test for Customer Focus (B2C) with videos
This test measures the customer focus skills of a person based on 3 scales and 11 subscales organizational skills (customer service orientation, process orientation, time management), leadership skills (people management, problem solving and decision making, interpersonal effectiveness), personal skills (trustworthy, awareness of cultural processes, flexibility, integrity, team worker).
Utmost care has been taken care of the social desirability bias at the stage of the item construction itself. Only such items have been included in the final forms of the tests where, though the manipulation of response may seem obvious, but the scoring in such cases cannot be predicted. Alternatively, in few tests where the questions seem to be pretty straightforward, we scientifically figure out if the person has randomly responded or manipulated the responses.
Can we do benchmarking for an organization for a specific role?
It is possible to do so for different job roles for your organization. We follow a scientifically valid benchmarking process. Please write to us and we would be glad to assist.
Is it possible to map an organization's competency framework to your assessments?
We have an exhaustive list of satisfied clients. Please write to us for such a request and we would be glad to work out a solution for you.
How do we determine the thresholds for the proficiency levels for a norm group?
The thresholds for the proficiency levels are based on the normal probability distribution of scores for a particular norm group.
How are norms formed for any specific psychometric test?
The data obtained through across industries and across verticals of various types of organizations is updated in the Mettl database periodically. Utmost care is taken such that the newly added data gets incorporated periodically while preparing the reports.
What if the reports generated for the psychometric assessments differ from the actual behavior, attitude or aptitude of the person?
Human behavior is a projection of multiple psychological and environmental factors. So, any psychometric report should not be interpreted as a decisive predictor of a particular type of behavior or attitude. These reports should be integrated with all other sources of information in reaching professional decisions about the person. If you find any discrepancy in the reports from actual behavior of the person, always refer to the other environmental, physical and psychological factors driving that behavior. This should be preferably done under supervision of qualified professionals only.
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