ISV Software, one of the UK's leading suppliers of assessment and training software solutions for call centres, has launched a new psychometric testing programme. The CallSkills Psychometric Questionnaire (CPQ) has been developed specifically for use in call centres and will enable more accurate identification of candidates with the ability to work successfully within telephone related jobs.
CPQ will deliver significant savings by eliminating the costs incurred each time such tests are administered when recruiting in the call centre environment. It is now available at no additional cost, offering unlimited usage, as part of ISV Software's established CallSkills assessment and testing solution. In addition, it can also be purchased separately for an annual licence fee, should the full CallSkills package not be required.
According to Laurie Dobson, Managing Director of ISV Software: "This fully validated testing solution will play a major role in increasing the quality of staff working in call centre operations globally. It gives us an unrivalled range of powerful assessment and testing solutions that enable managers to take the guesswork out of recruiting and training call centre staff."
ISV's questionnaire was developed following a detailed analysis of telephone-based jobs and the performance factors that are often difficult to measure by job sample, tests or interview. It has six key dimensions - persuasiveness, resilience and persistence, enthusiasm, empathy, team player, requirement for control. CPQ has been designed for clarity and relevance as well as ensuring fairness for people of all gender, social and ethnic groups.
The test can be administered on a PC or over the Internet and has been designed to provide maximum reliability whilst keeping the completion time for the questionnaire as short as possible. Importantly, call centre managers do not need any specific training in order to use this ISV solution. | 
