Increased Sales and Customer Satisfaction
Hogan and our Australian distributor, Peter Berry Consultancy, collaborated with a mobile and internet provider to improve practices for identifying candidates and developing customer service representatives working in their call centers. Hogan identified a set of characteristics associated with strong performance on the job, which included remaining calm under pressure and holding high performance standards for themselves. Outgoing individuals who make work fun for their team are more successful and are a stronger fit within the company.
Hogan found that customer service representatives who scored higher on the Hogan profile were 3.5 times more likely to earn better customer satisfaction ratings. As a result, they were also twice as likely to close a sale. By using Hogan’s tools, the mobile and internet provider selected more successful customer service representatives that increased the company’s profitability.