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< Consulting
Consulting Case Study: Customer Service
pan developed an assessment strategy for a leading U.S. convenience store chain to improve quality of hire for Customer Service Associates in hourly positions. A customized biodata assessment was developed for this client based on job analysis results. pan conducted a study where the biodata assessment was administered to 302 current customer facing, hourly associates via the pan web-based testing platform. Supervisory job performance ratings were also collected for this sample of employees.
The biodata assessment successfully predicted job performance in hourly associates, specifically related to customer service and sales ability. The organization implemented the assessment for screening applicants for the hourly associate job. The results of the pan research study demonstrated that, by using the assessment for screening, the organization could have eliminated 80% of the candidates who became low performing hourly associates and hired a group 72% of whom were performing at an “above average” or “excellent” level. The assessment did not exhibit adverse impact based on ethnicity or gender in the research sample. |
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