Healthcare Industry
Customer Service Representatives
Challenge: A health insurance company wanted to enhance its Customer Service Representative
selection process by partnering with Hogan to assess the personal characteristics
needed for Customer Service Representative success. High performing Customer
Service Representatives remain flexible, have good social and interpersonal skills, and
do not become easily bored by repetitious tasks.
Solution: Hogan used a two-step approach for conducting a validity study. Hogan first
administered the Hogan Personality Inventory (HPI), a measure of everyday personality
tendencies, to incumbents. Hogan then separated the incumbent sample into three
groups based on performance ratings, and calculated correlations between
performance and HPI scores to identify the combinations of Hogan Personality
Inventory (HPI) scales most predictive of successful Customer Service Representative
performance.
Result: Combining empirical evidence and expert judgment, Hogan developed a profile for
predicting Customer Service Representative performance using five scales from the
HPI:
Higher Adjustment – calm under pressure
Higher Sociability – enjoys social interaction
Higher Interpersonal Sensitivity – perceptive, tactful, and socially sensitive
Moderate Prudence – responsible, able to tolerate close supervision, and will
look beyond standard procedures to solve problems
Lower Inquisitive – tolerant of repetitive tasks and takes a practical approach
to problem-solving
When combined, the collective power of these HPI scales will help the health insurance
company find Customer Service Representatives who possess the key personal
characteristics necessary for success across the organization.
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