Healthcare Customer Service Representatives · Customer Service Representatives . Challenge: Hogan...
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Healthcare Customer Service Representatives Challenge: Hogan worked with customer service representatives (CSRs) from a leading healthcare company. CSRs interact with customers to provide information in response to questions about health-related products and services and to handle and resolve complaints. Solution: Over 250 CSRs completed the Hogan Personality Inventory (HPI), a well-known measure of normal personality characteristics. Based on the HPI results, Hogan calculated scores for the Hogan Advantage (HA), which provides information on three personality characteristics that drive success in entry-level jobs – (a) Composure, (b) Customer Focus, and (c) Dependability. Composure assesses the degree to which an individual remains calm and even-tempered when faced with stress whereas Dependability measures a person’s tendency to act in a reliable manner. Customer Focus refers to how polite, helpful, and friendly one acts when interacting with customers. Supervisors rated the CSRs on several performance dimensions including customer service, flexibility, attitude, and overall performance. Hogan then analyzed the data to determine how well the three personality characteristics predicted CSR performance. Result: We found that the Composure and Customer Focus scales were the strongest drivers of CSR performance. Specifically, we found the following: Individuals who interact in a positive manner with customers (above average or high Customer Focus scores) were more than twice as likely to be rated as a strong performer than CSRs who tend to be irritable or abrupt when dealing with customers (average, below average, or low Customer Focus scores). Figure 2. High vs. Low Composure Figure 1. High vs. Low Customer Focus CSRs who tend to remain steady and calm (above average or high Composure scores) were almost three times more likely to be rated as a high performer than those who tend to panic during stressful situations (average, below average, or low Composure scores). Overall Performance Overall Performance 3X more likely to be strong performer 2X more likely to be strong performer www.mentisglobal.com Distributed by Mentis [email protected]
Transcript of Healthcare Customer Service Representatives · Customer Service Representatives . Challenge: Hogan...
Healthcare
Customer Service Representatives
Challenge: Hogan worked with customer service representatives (CSRs) from a leading healthcare
company. CSRs interact with customers to provide information in response to questions about
health-related products and services and to handle and resolve complaints.
Solution: Over 250 CSRs completed the Hogan Personality Inventory (HPI), a well-known measure of
normal personality characteristics. Based on the HPI results, Hogan calculated scores for the
Hogan Advantage (HA), which provides information on three personality characteristics that
drive success in entry-level jobs – (a) Composure, (b) Customer Focus, and (c) Dependability.
Composure assesses the degree to which an individual remains calm and even-tempered when
faced with stress whereas Dependability measures a person’s tendency to act in a reliable
manner. Customer Focus refers to how polite, helpful, and friendly one acts when interacting
with customers.
Supervisors rated the CSRs on several performance dimensions including customer service,
flexibility, attitude, and overall performance. Hogan then analyzed the data to determine how
well the three personality characteristics predicted CSR performance.
Result: We found that the Composure and Customer Focus scales were the strongest drivers of CSR
performance. Specifically, we found the following:
Individuals who interact in a positive
manner with customers (above average or
high Customer Focus scores) were more
than twice as likely to be rated as a strong
performer than CSRs who tend to be
irritable or abrupt when dealing with
customers (average, below average, or
low Customer Focus scores).
Figure 2. High vs. Low Composure
Figure 1. High vs. Low Customer Focus
CSRs who tend to remain steady and calm (above
average or high Composure scores) were almost
three times more likely to be rated as a high
performer than those who tend to panic during
stressful situations (average, below average, or low
Composure scores).
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3X more likely to be
strong performer
2X more likely to be
strong performer
www.mentisglobal.com Distributed by Mentis [email protected]
Next, we classified CSRs whose scores fell in the top 50% on at least two of the three HA scales as
the “High HA” group and those who did not meet this requirement as the “Low HA” group. We found
that compared to the Low HA group, High HA CSRs received significantly higher supervisor ratings
on several performance dimensions (e.g., leadership, ownership, customer service, flexibility) as
well as overall performance.
Figure 3. Supervisor Rating Differences between High and Low HA Groups
Across these results, Hogan revealed that the HA scales predicted CSR performance in a
healthcare setting. The client could benefit from using the HA to help select CSRs who possess the
key personality characteristics related to successful performance.
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High HA Low HA
www.mentisglobal.com Distributed by Mentis [email protected]
