Practical Psychometrics- Part 2
HR Advantage is a leading supplier of on-line psychometric tests.Last month welooked at the uses of psychometric testing in relation to recruitment and team performance. As promised, our second instalment considers practical psychometric testing in relation to Customer Service and Staff Retention, explaining exactly how the use of psychometric testing can benefit your organisation.
Customer Service
Who is responsible for "customer service" in your company? The answer is...everyone!
Customer satisfaction keeps your customers coming back and buying from you again and again. When everyone in your company is capable of providing effective customer service, your customers enjoy positive experiences whenever they interface with your people.
Key questions for your business are:
1. Does everyone who answers the phone to a customer, speaks to a customer or meets a customer have the same customer-focussed attitude as your Customer Services Department?
2. How do you ensure they do?
Using HR Advantage's Customer Service Perspective, you can assess both your existing team and potential recruits.
Staff Retention
Retaining good people is key to the continuity of your business. However, research by Profiles International indicates that:
· Two out of three employees would rather work somewhere else
· Staff turnover costs thousands of pounds for every departing employee
· Staff turnover in the UK is 15.7%
· 69% of companies experience a negative impact from staff turnover
· Eighty percent of staff turnover is unnecessary
Employee turnover is inevitable, but when it is excessive, it can put a business in trouble. The costs of turnover are easy to overlook or ignore. Using HR Advantage's Profile XT assessment you can identify the skills your people have, what motivates them and try to ensure that they are in jobs that will keep them in your business for the foreseeable future as a highly motivated member of staff.
Psychometric assessments are a cost-effective way of ensuring that you have the right people in your business, that they are well-motivated, high performers who understand the importance of your customers.
For more information on all of our complete and comprehensive testing and consulting services, please contact Theresa on 01494 451 681 or Martin on 07979 517743
More information on psychometric testing is also available on our web-site at www.hradvantage.co.uk/hra-expert/psychometric-testing/
September 2006
