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However, customer service personnel are not the only ones who can take personality tests about their customers. These tests are becoming more popular because many companies place a lot of emphasis on creating a culture of customer service across the entire organization. This includes industries such as banks and medical care providers. If applicants for managerial or administrative positions will be interacting with customers and the general public, companies may find it valuable to administer these tests.

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It is not as well-established that emotional intelligence can be used as a construct than cognitive aptitude, personality, or personality. Research suggests that emotional intelligence could be considered a cognitive ability. It is possible to evaluate EI through an ability-based assessment. Emotify is an example of an ability-based assessment that measures emotional intelligence. It assesses a person's ability accurately to perceive and understand emotions.

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Research shows that emotional intelligence has been associated with key work outcomes, such as interpersonal effectiveness and collaboration, teamwork, motivation and decision-making. A strong emotional intelligence is also associated with leadership skills and good management. Organizations are becoming more interested in EI assessment in their hiring process.

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Because customer service representatives have higher turnover rates than average, tests that measure customer service skills are becoming more popular. This makes it difficult for HR managers to find tools to address this issue. Because personality tests can be used to reduce voluntary turnover, they are useful because they not only determine whether candidates are competent for the job but also whether candidates will be happy and content performing the job according to their set personality traits.

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Research shows that personality traits can be used to predict job performance in two types of jobs - customer service and sales. The most successful salespeople in a variety of industries are competitive, motivated, assertive, and outgoing. However, salespeople who are successful scored lower on traits like cooperation and patience.

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These traits are particularly relevant to hiring because there is substantial evidence linking them to job performance in a range of jobs. Conscientiousness is a measure of how reliable, organized and persistent an individual is. It has been found to moderately predict success in many types of jobs, especially for entry-level positions, where reliability and punctuality are more important than creativity.