Although customer service representatives may not be able to take these personality tests, they are useful for anyone. These types are increasingly popular as organizations place an emphasis on cultivating a culture of customer care across their entire organization. Companies might find these tests useful if the applicants for managerial and/or administrative positions involve frequent interaction with customers.
A lot of customers are turning to tests to evaluate their customer service abilities. This leaves HR managers searching for ways to fix this problem. Personality tests can be particularly useful in reducing the risk of voluntary turnover. They are able to determine not whether candidates have the skills or temperament to perform the job.
Emotional intelligence testing is a recently developed category of assessments. Emotional Intelligence, also known simply as EI, is a relatively new concept. It was first made popular in the 1990s. Emotional intelligence has been a key concept in the workplace over time.
The Big Five traits can be applied to the hiring process as there is ample evidence linking these traits to job performance in a variety of roles. The measure of a person's reliability, organizational, perseverance, and responsibility has been shown not to be a reliable predictor of success for many types. This is especially true for entry-level job positions, where the importance of punctuality and reliability can outweigh creativity.
Research has shown that emotion intelligence is closely linked with many important workplace outcomes, including interpersonal effectiveness (collaboration and teamwork), motivation, and decision making. Emotional intelligence is also linked with strong leadership and management skills. Employers are increasingly keen to assess EI as part of their hiring process.
Emotional intelligence is less well known than cognitive aptitude and personality. Research suggests that emotion intelligence can be seen as a similar ability to cognitive ability. EI can then be assessed through an ability-based evaluation. Emotify, a ability-based assessment of emotional intelligence, measures a person’s capacity to accurately perceive and comprehend emotions.
Research shows that certain personality characteristics are predictive of job performance for both sales and customer services jobs. Most importantly, top-performing salespeople in all industries tend to have high levels of competitiveness, motivation, assertiveness, and outgoing personalities. The other side of the coin is that successful salespeople score lower in traits such as cooperation and patience.