Background

A telecommunications organization with multiple retail locations across a wide geographic area desired a better method to evaluating job candidates prior to employment.

Within the retail locations, the organization employs retail representatives that have the following main job duties:

Customer service
  • Explain and demonstrate organization products and services
  • Look-up and provide customer account information as requested
  • Provide billing and company procedural support
  • Provide basic technical support to customers
  • Uphold company values
Sales
  • Understand customer needs to suggest product and services
  • Up sell customer to additional product and services

Actions

FurstPerson worked with the organization to conduct a job review.  Based on the job review, FurstPerson developed a Supervisor Performance Rating form and recommended the appropriate assessments to be used in the retail hiring model.  FurstPerson’s Retail Hiring Solution is designed to predict service and sales performance within retail jobs.  The assessment measures the following scales:

 

SCALE
DEFINITION
Achievement
Competitive and driven
Balance
Even tempered and resilient
Curiosity
Open minded and creative
Dependability
Reliable and honest
Energy
Outgoing and enthusiastic
Friendliness
Warm and caring
Growth
Bright and intellectual

 

Results

FurstPerson performed an incumbent validation study to determine the relationship between the assessment scores and job performance within the retail locations.  Job performance was measured by the Supervisor Rating form.

predictors and relevant job components

Using the validation data, FurstPerson also model a hiring workflow to balance labor market constraints and predictive power.  Based on the validation results, the organization implemented FurstPerson’s Retail Hiring Solution.

Download