WEBselex® for Customer Service
Information | Validity
WEBselex for Customer Service is an applicant screening assessment designed for customer service jobs. The assessment consists of 100 multiple-choice biographical questions and takes only 40 minutes to complete. The assessment produces one predictor score for each of the five performance factors shown below, and one predictor score for overall performance, created through a combination of the five predictors.
Performance Factors
  1. Performance and Productivity
    Demonstrates effective problem solving, analysis and thinking skills and an eagerness to learn through self-teaching. Has the ability to work independently and communicates effectively.

  2. Customer Service
    Maintains a positive attitude toward customer service and performance including cheerfulness, poise, patience, empathy, and control in dealing with difficult customers. Is willing to take the time needed to satisfy the customer.

  3. Dependability
    Arrives to work and returns from breaks on time, avoids absences from work and meets deadlines and appointments.

  4. Retention
    Is stable in the job with a relatively low risk of voluntary turnover, and overall satisfaction with the job.

  5. Selling Potential
    Demonstrates persistent and persuasive selling skills, and uses cross selling as an opportunity to benefit customers.

Each of the five predictors has been empirically developed and validated against specific, relevant criterion measures. Similarly, the overall performance predictor has been validated against measures of overall job performance for customer service personnel.

Our data show that using the assessment significantly improves the employer's odds of selecting top performing new hires, and at the same time reduces interviewing costs by more than 50%.

Cross-validity studies have shown:
  • 20% to 40% improvement in sales results
  • 25% to 50% reduction in turnover
  • Up to 70% reduction in interviewing costs
  • Up to 250% improved passing rates for minorities

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