AccuVision Customer Service System
The AccuVision Customer Service System measures skills and abilities of personnel in customer service/customer contact positions. The skills measured by this system include:
Customer Relations - To create and maintain a positive company image by interacting with others in a polite, professional, and proactive manner.
Judgment - To make sound decisions regarding the application of policies and guidelines, as well as, developing solutions for dealing with problem situations.
Solicits New or Additional Business - To effectively solicit new or additional business from customers, as well as, retain business of existing customers.
- System Description
- Validity Information
- Learn More
System Description
The AccuVision Customer Service
System
is composed of 20 video simulations depicting job relevant
situations in which an employee is shown interacting
with a customer or a peer. Both face-to-face and telephone
interactions are included in the system. At a critical
point in each simulation, the participant is asked
to choose one of four behavioral options corresponding
to what he/she would do if they were in the situation.
Each behavioral option is presented on screen in text
format and acted out on the video. This reduces the
impact of reading ability, and standardizes the meaning
of the textual choice for all participants. The test
can be administered to individuals or groups in 66
minutes.
Validity Information
A concurrent validation study was conducted to determine the degree of correlation between incumbents' score on the AccuVision Customer Service System and their current on-the-job service performance. Over 900 incumbents employed across three different companies participated in the study. These incumbents had performance ratings filled out by their supervisors and then took the test. The correlation between on-the-job performance ratings and the AccuVision system was .38. This marked improvement over traditional employment interview validity correlation, which typically range from .12 to .20, and provides four times the prediction compared to the typical interview.
EEOC considerations were assessed in the validation study, and results showed that there were no differences on test performance among different groups (i.e., females, males, blacks and whites).
Learn More
Click
on the link below to view a sample report.
Customer
Service System Sample Applicant Feedback Report
For purchase information and
to determine if the Customer Service System can benefit you and your company
please contact The
Resource Connection via e-mail or call toll free
1-888-426-0511.