We offer a range of psychometric assessment tools for both managers and staff. We can also provide feedback on assessment results, and executive coaching programs to complement psychometric assessment feedback.
Please select from the online psychometric assessment tools below:
| Contact / Call Centre | ||
| Customer Service | ||
| Sales | ||
| 360 Degree Feedback | ||
Contact Centre Questionnaire (CCQ)
Brief Description
The Contact / Call Centre Questionnaire (CCQ) identifies candidates with the greatest potential for successful performance in contact / call centre sales roles. The CCQ was developed by researching the core competencies identified as crucial for outbound and inbound call centre success as well as conducting focus groups with employees to identify any other competencies considered relevant and/or necessary for on the job success.
Key Benefits
The CCQ is a popular, low cost and objective screening solution used by Australian Call Centres to identify successful employees. The main advantages are:
Fast Acquisition of the Best Talent for Your Contact Centre
- Candidates dedicated to customer service
- Candidates dedicated to effectively solve customers’ problems
- Candidates who take an outgoing and gregarious approach
- Candidates who enjoy establishing close working relationships
- Candidates who go beyond the call of duty to achieve sales success
Reduce Costs
- Minimise lost sales and customer turnover associated with regrettable hiring decisions
- Minimise training and turnover costs
- Eliminate the need of deciphering lengthy resumes
What does the CCQ measure
The CCQ has five key scales measuring a candidate’s potential to succeed in a call centre position:
- Problem Solving
- This scale measures the tendency to use creative initiative when dealing with difficult or complex situations. High scorers on this scale are likely to be perceived as inventive and resourceful. Low scorers will be more likely to seek input from others in an effort to deal with problems.
- Motivation & Personal Drive
- This scale measures an individual’s emotional commitment and internal desire to achieve and be successful. High scorers on this scale are likely to have significant levels of energy, optimism and activity. Low scorers will be more likely to leave things to chance and will probably be perceived as casual in their approach.
- Social Boldness
- This scale measures an individual’s level of self-confidence in social situations and preference for dealing with new people and situations. High scorers will generally take an outward and gregarious approach and will be perceived by others as outgoing and self-assured. Low scorers will shy away from being the centre of attention and are likely to feel more comfortable in familiar surroundings and small groups, and will probably not be focused on self-promotion.
- Achievement
- This scale measures a person’s tendency toward completing tasks and their ability to follow through on projects. High scorers are likely to respond well to having specific targets and will be motivated by having clear goals. Low scorers are likely to work with an unstructured approach and may be easily distracted resulting in a lack of task completion.
- Personal Resolve
- This scale measures an individual’s view of themselves and level of self-confidence. High scorers will generally have confidence in their abilities and are likely to be emotionally robust. Low scorers may be more vulnerable to knock-backs and criticisms and are likely to be comforted by the approval of others.
Suitable for
- Call centre positions
Administration
- The CCQ is administered online using a simple internet connection (dial up or broad band)
- It takes approximately 10 to 15 minutes to complete
- A short list and individual interpretive reports are generated within minutes of assessment completion
- Reports can be sent via email or fax
- Assistance in report interpretation is provided by People Business consultants
Click here to access our online Psych Assessment
For more information: info@peoplebusiness.com.au
Customer Service Profile (CSP)
Brief Description
The CSP is an efficient and cost-effective solution that predicts superior customer service performance based on values and personality enabling the “right” staff to be recruited. This ultimately improves company’s sales revenue, customer acquisition and retention as well as creates an excellent reputation for your business or company to bring you to the forefront of your competitors.
Key Benefits
The main benefits to users of the CSP are:
- the CSP is an objective and scientific solution to predict individual’s customer service performance. The CSP was validated on approximately 10,000 Australian customer service providers
- CSP is a time efficient solution to recruitment or career development purposes
- CSP reduces the risks of a bad hire and training costs
- CSP can be completed in approximately 10-15 minutes
- Graphic and narrative reports are generated within minutes from assessment completion
- for current staff, the CSP can be used to identify ‘weaknesses’ in customer service personality attributes
- the web-based testing incorporates automatic, real-time scoring, so users do not have to score the test themselves
What does the CSP measure?
The CSP uses 53 items to measure eight personality characteristics that are crucial for a successful customer service provider. The test is designed to minimise the impact of social desirability by compelling respondents to ‘trade-off’ between conflicting statements by making it difficult to identify the ‘social or correct response’.
The five internal characteristics facilitating customer service as measured by the CSP are:
Effectiveness under pressure: A tendency to remain calm under pressure, maintain self-control and not get upset by other people, to take most things in ones stride, and to be even tempered.
Social Skills: A tendency to behave in an outward going manner and enjoy being with and interacting with people.
Goal Orientation: A tendency to work towards set goals and make decisions towards those goals on a consistent basis as well as show determination to complete a job properly.
Planning Skills: A tendency to be an orderly person with well-organised work habits, keep things in their proper place, follow a systematic approach in doing things and to do things according to a schedule.
Interpersonal Skills: A tendency to be interested, benevolent and considerate towards other people, to do favours for others, and to make friends quickly.
The three internal characteristics derailing customer service as measured by the CSP are:
Variety Seeking: A tendency to seek routine, rather than variety in work.
Personal Recognition: A tendency to seek recognition for work performed and be well regarded by others as well as respected and perceived as important.
Leadership: A tendency to not seek to become a leader, but be more comfortable being the member of a team or group.
Suitable for:
- Candidates for customer service roles as well as current customer service providers
Administration
- The CCQ is administered online using a simple internet connection (dial up or broad band)
- It takes approximately 10 to 15 minutes to complete
- A short list and individual interpretive reports are generated within minutes of assessment completion
- Reports can be sent via email or fax
- Assistance in report interpretation is provided by People Business consultants
Click here to access our online Psych Assessment
For more information: info@peoplebusiness.com.au
Sales Achievement Predictor
Brief Description:
The Sales Achievement Predictor (SalesAP) is a popular, low cost and fair online tool used by Australian Recruiters, HR professionals, Sales Managers and Business Owners to objectively identify successful sales people and train your sales force.
Key Benefits:
- Identify effective and talented salespeople before making hiring, placement, and training decisions
- Increase company’s sales by using talented and skilful sales people
- Reduce customer churn
- Save costs on recruitment and training
With the SalesAP, you no longer have to wait 6 months or longer to find out whether a new hire will succeed. This unique inventory measures traits that are critical to success in sales—and in related fields such as customer service, sales management, marketing, and public relations.
What does the SalesAP measure?
The SalesAP provides a comprehensive interpretive report on key critical abilities to a successful sales person. These components may not be apparent during an interview or by reading a resume:
| Sales Disposition | Managerial Style |
| Initiative/Cold Calling | Assertiveness |
| Sales Closing | Personal Diplomacy |
| Achievement | Extroversion |
| Motivation | Patience |
| Competitiveness | Cooperativeness |
| Planning | Self-Confidence |
| Initiative | Relaxed Style |
| Teamwork | Goal Orientation |
Suitable for
- Mid level and high level Sales people and managers
Administration
- The CCQ is administered online using a simple internet connection (dial up or broad band)
- It takes approximately 10 to 15 minutes to complete
- A short list and individual interpretive reports are generated within minutes of assessment completion
- Reports can be sent via email or fax
- Assistance in report interpretation is provided by People Business consultants
Click here to access our online Psych Assessment
For more information: info@peoplebusiness.com.au
360 Degree Feedback
Acumen Leadership Skills™
Help managers and leaders select which skills to sharpen to be more effective
What is Leadership Skills?
Leadership Skills is a multi-rater tool for stimulating and guiding the professional development of managers and leaders. It is a 360-degree instrument designed to deliver performance feedback that enables leaders to take charge of their own development and improve their skills.
Acumen has done extensive research on skill development and the critical skills that enhance management performance. Acumen Leadership Skills is a reliable and valid instrument – normed on managers in over 80 organisations, many of them Fortune 500 companies.
What Leadership skills do we measure?
| Planning | Accountability |
| Influence | Empowerment |
| Mission Skills | Networking |
| Team Motivation | Staff Development |
| Relationship Skills | Performance Feedback |
| Problem Solving | Customer Focus |
| Efficiency | Promoting Innovation |
| Quality Improvement | Mission Skills |
How does Leadership Skills work?
Leadership Skills collects and interprets data from different perspectives, including managers, direct reports, peers, and even customers. Leadership Skills compares a leader’s self-perceptions with the perceptions of his or her co-workers to identify the skills most important in his or her current position and the expectations and experience of managers and peers. The resulting personalized report includes clear, quantitative feedback on strengths, as well as areas for improvement, and provides a focused plan for critical skills development. Leadership Skills feedback reports discuss strengths, weaknesses, and developmental opportunities across 16 specific skills within the following broad areas:
- Task Management
- Team Development
- Business Values
- Leadership
Applications
Leadership Skills can be used for:
- Enabling managers and leaders to see how they compare to other managers and leaders
- Providing highly personalized feedback reports on their skills
- Offering priorities and suggestions for increasing professional effectiveness
- Giving managers and leaders in-depth information on how they perceive themselves at work and howco-workers see them
- Providing a broad overview of a leader’s capabilities based on his/her supervisor, direct reports, and peers
WHAT THE CANDIDATE WILL LEARN
- The skills most important in their current position;
- The expectations and perspectives of managers, peers and team members;
- How their skills compare to those of managers in other organisations;
- How and where to increase personal effectiveness;
- Why peers and managers may view their performance differently;
- To create a focused plan for critical skills development.
REPORT FEATURES
- Co-workers prioritise 5 most important skills
- Verbatim comments from co-workers
- Breakout graphics by rater category
- Item level feedback by scale
- Graph showing spread of rater opinions
- Ability to optimise length of feedback report
- Specific development suggestions based on your pattern of scores
- Individualised narrative feedback to guide development priorities
ASSESSMENT PROCESS
- The candidate is supplied with a web-based access code or paper based assessment.
- The candidate and additional raters (including Manager, Peers, Direct Reports, Internal Customers, External Customers and so on) each complete the questionnaire – the duration is approximately 15-20 minutes per rater.
- The candidate or an HR co-ordinator arranges other raters to complete online feedbacks. Each feedback is confidential and the candidate is unable to neither view specific feedbacks nor the names of the raters.
- Upon completion People Business will generate professional reports that will be either emailed or sent as a spiral bound hard copy report within 24 hours.
- The candidate also receives a comprehensive Participant Workbook to assist them in working through their report and maximising the feedback.
TARGET AUDIENCE
- The primary users of Acumen Leadership Skills are executives, managers, supervisors and team leaders.
Acumen Leadership WorkStyles™
Improve a manager’s ability to lead with valid, relevant and personalised feedback
What is Leadership WorkStyles?
Leadership WorkStyles is a multi-rater development assessment tool that measures the thinking styles and attitudes that impact a manager’s ability to lead. This tool provides leaders with highly personalized feedback on how their ways of acting and reacting to people and situations shape their effectiveness.
What Leadership styles do we measure?
| Conventional | Achievement |
| Competition | Approval |
| Self-Actualisation | Affiliation |
| Dependence | Power |
| Helpful | Oppositional |
| Apprehension | Perfectionism |
How does Leadership WorkStyles work?
Leadership WorkStyles offers self-motivated leaders a personal styles assessment with feedback from self and others. Survey results are analyzed to develop standardized scores for leaders along the 12 Circumplex styles. A profile based on self-reports and descriptions by others is generated to graphically illustrate the leader’s behavior along such styles as Self-Actualization, Approval, and Competition. The leader’s profile is then analyzed in terms of 6 clusters or sets of styles. The shape of the leader’s overall profile is determined by his or her primary, secondary, and in some cases, tertiary clusters. This way, a feedback report can be developed for the leader in consideration of his/her particular combination of styles. Drawing from a large database of information on leaders’ behavior, a detailed feedback report is generated that describes the relative effectiveness or ineffectiveness of the leader’s patterns of behavior.
Applications
Leadership WorkStyles can be used for:
- Providing leaders with insights into their personal styles
- Showing leaders how their styles combine to shape their leadership performance
- Developing leaders’ capacity to monitor and modify their behavior
- Offering leaders feedback to help them develop into positions of greater responsibilities
Who Should Experience Leadership WorkStyles?
Leadership WorkStyles is appropriate for executives, managers, and leaders who would like to develop and grow to realize their full potential.
RESEARCH BASED FEEDBACK
Leadership WorkStyles is standardised on large management samples and builds upon extensive research showing significant relationships between leaders’ attitudes and their on-the-job effectiveness. Acumen’s products are based on over 30 years of research with several hundred thousand leaders and extensive norming and validation studies. Ongoing research ensures that Acumen assessments are reliable and consistent over time and across raters.
Acumen Team Skills
Help team members select which skills to sharpen to be more effective
What is Team Skills?
Team Skills is a multi-rater tool for stimulating and guiding the professional development of team members. It is a 360-degree instrument designed to deliver performance feedback that enables individual contributors to take charge of their own development and improve their skills.
What Team Skills do we measure?
| Sharing Information | Problem Solving |
| Communication Clearly | Organising Work |
| Asking Questions | Decision Making |
| Listening | Initiative |
| Influence | Developing Expertise |
| Relationship Skills | Quality Improvement |
| Cooperation | Innovating |
| Networking | Welcoming Change |
| Handling Disagreement | Customer Focus |
| Feedback and Coaching | Accountability |
How does Team Skills work?
Team Skills collects and interprets data from different perspectives, including managers, peers, and even customers. Team Skills compares an individual’s self-perceptions with the perceptions of his or her co-workers to identify the skills most important in his or her current position and the expectations and experience of managers and peers. The resulting personalized report includes clear, quantitative feedback on strengths, as well as areas for improvement, and provides a focused plan for critical skills development. Team Skills feedback reports discuss strengths, weaknesses, and developmental opportunities across 20 specific skills within the following broad areas:
- Communication
- Task Focus
- Working with Others
- Business Values
Applications
Team Skills can be used for:
- Enabling team members to see how they compare to other team members
- Providing highly personalized feedback reports on their skills
- Offering priorities and suggestions for increasing professional effectiveness
- Giving team members in-depth information on how they perceive themselves at work and how co-workers see them
- Providing a broad overview on an individual’s capabilities based on his/her supervisor and peers
Who Should Experience Team Skills?
Team Skills is appropriate for team members and individual contributors who would like to learn which skills they need to be most effective in their jobs.
WHAT THE CANDIDATE WILL LEARN
- The skills most important to their current position;
- The expectations and perspectives of managers, peers and team members;
- How to increase personal effectiveness;
- How to create a focussed plan for critical skills development.
REPORT FEATURES
- Highly personalised feedback reports of more than 90 pages in length.
- Easy-to-read graphics ensure that results are easily and quickly understood.
- Reassessment guides development over time.
- Co-workers can prioritise the 5 most important development skills and write personalised comments.
- Report Generator is available for customers that want to bring report processing in-house.
RESEARCH-BASED FEEDBACK
Acumen materials and reports are the product of extensive research on skill development and the critical skills that enhance professional performance. Acumen Team Skills is a reliable and valid instrument normed on professionals in more than 50 organisations – many of them in the Fortune 500. The 20 scales are grouped into 4 categories:
- Communication – skills that promote the exchange and understanding of information and ideas among co-workers.
- Working with Others – practices that promote the personal rapport, trust and support that enable high team functioning.
- Task Focus – skills involved in organising and performing work, solving problems, and making decisions in an effective goal-oriented way.
- Business Values – practices involved in exemplifying accountability, maintaining an awareness of customer needs, and ensuring quality and responsiveness to change.
ASSESSMENT
- The candidate is supplied with a web-based application.
- The candidate and additional raters (including Manager, Peers, Direct Reports, Internal Customers, External Customers and so on) each complete the questionnaire – the duration is approximately 15-20 minutes per rater.
- The candidate arranges jointly with the HR professional be have from one to maximum of 30 raters completing 360 degree assessments.
- Upon raters completing their feedback, reports are generated. The reports can be either emailed or returned within 24 hours as a spiral bound hard copy report.
- The candidate also receives a Participant Workbook to assist them in working through their report and maximising the feedback.
- Acumen is also available in paper/pencil format if preferred.
TARGET AUDIENCE
- The primary users of Acumen Team Skills are project leaders, team members, staff and individual contributors in an organisation.
Acumen Team WorkStyles™
Improve teams by developing individual team members
What is Team WorkStyles?
Team WorkStyles is a multi-rater development assessment tool that measures the thinking styles and attitudes that impact an individual contributor’s ability to perform on the job. This tool helps individuals develop personal styles that provide the foundation for effective teamwork, collaboration, and synergy.
What Team Work Styles do we measure?
| Conventional | Achievement |
| Competition | Approval |
| Self-Actualisation | Affiliation |
| Dependence | Power |
| Helpful | Oppositional |
| Apprehension | Perfectionism |
How does Team WorkStyles work?
Team WorkStyles uses carefully researched survey items that identify the ways in which people interact with others and approach their work in team settings. These items assess the extent to which a team member is characterized by the 12 thinking and behavioral styles on the Circumplex. The feedback reveals how the world shapes their motivations and priorities, how they lead or follow other people, and how they work with others. When used on an individual basis, this information affords the team member the opportunity to modify his or her behavior to contribute more effectively to the team. When shared on a group basis, this information provides team members with a better understanding of each other and the opportunity to develop the team by assigning responsibilities for roles and behaviors that formerly were lacking.
Applications
Team WorkStyles can be used for:
- Providing team members with insights into their personal styles
- Showing team members how their styles combine to affect other team members
- Furnishing team members the information they need to compare their self-perceptions with those by others
- Allowing team members to understand how they influence the team’s climate and performance
- Giving team members the opportunity to become a more professional team member
Who Should Experience Team WorkStyles?
Team WorkStyles is appropriate for team members who would like to develop both themselves and their team.
TARGET AUDIENCE
Team WorkStyles is for team members, individual contributors, project leaders and professionals.
WHAT THE CANDIDATE WILL LEARN
- The impact of their personal working style on key areas such as accomplishing tasks and teamwork;
- How their self-perceptions are compared to the perceptions of co-workers; including peers, managers and customers;
- Insight into behaviours that positively and negatively affect working relationships.
WHAT THE CANDIDATE WILL RECEIVE
Personalised, actionable development suggestions that establish vital links to future individual and team performance in the following areas:
- Increased achievement, motivation and creativity;
- Self-confidence;
- Improved communications with others;
- Collaborative working relationships and support for team members;
- Quality focus.
TARGETREPORT FEATURES
- More than 20 pages of comprehensive information, reports and graphs.
- Breakout graphics by rater category.
- Optional sections with detailed feedback results.
- Personalised development plans.
- Graph showing spread of rater opinions.
TARGET ASSESSMENT
- The candidate is supplied with a web based or paper based self-assessment.
- The candidate and additional raters (including Manager, Peers, Direct Reports, Internal Customers, External Customers and so on) each complete the questionnaire – the duration is approximately 15-20 minutes per rater.
- The candidate or the HR professional arranges for other raters (maximum 30 raters) to the next until all have completed the administration.
- Upon completion reports are generated. The reports can be sent either electronically or as a spiral bound hard copy report, depending on your preferences and speed with which the report is required.
- The candidate also receives a Participant Workbook to assist them in working through their report and maximising the feedback.
- Acumen is also available in paper/pencil format if preferred.
Click here to access our online Psych Assessment.
