Customer Service Orientation

A way to happy customers
What is Customer Service Orientation?
Customer Service Orientation is a behavior that focuses on the candidate’s ability to deal with the customers and their needs, acknowledging them with fair and better solution. Thus, customer service orientation shows a person’s spontaneous interest in serving people in their grievance.

PMaps Customer Service Orientation (PMaps CSO) is a scientifically validated Behavioral Assessment that identifies candidate’s inherent keenness in serving customers. It captures individual’s interest of going beyond the call of duty to provide fair solution to customer’s queries.

Why do we use it?
It assists companies in gauging the true orientation of candidates towards customer service. It helps identifying the prerequisite human values in order to deliver higher customer service quality.

Features (Traits and Construct)

PMaps CSO is been constructed on broadly three behavioral attributes indispensable for a customer service employee.

These three attributes assesses:

  • Proficiency in serving people, understanding their predicament to aid them with pertinent solutions
  • Competent in control her/his temper even when dealing with indignant customers
  • Highly motivated and oriented towards their tasks and timely based goals
What are its Uses/Benefits?
We assure your candidate’s job performance on board. PMaps CSO assists you hire people high on Key performance indicators (KPI) like:

  • High quality score
  • First call resolution
  • Average call handling time
  • Customer satisfaction score
  • Less Absenteeism
  • Less Attrition
  • High Customer satisfaction
  • Accurate database updation
  • Less Call abandonment rate and call blockages

Hence, we enable you to find the candidates with better customer service orientation from the piles of applications you receive on day to day basis.

Understand your team’s Strengths and Weaknesses by our Assessments –

We not only guide you in hiring but also help in getting insight about your existing employees. It is necessary for you to know whether the previously hired candidate has the required orientation or behavioral attributes for being Customer service executive. You may also use our PMaps Sales  Assessment for Pre-hiring & Post Customer Service performance evaluation –

  1. Evaluation of present team: Understand your team’s strengths and weaknesses
  2. Training and Competency gap analysis: Guide your existing Customer service executives by getting objective data of them and understand the need of training
  3. Retention: Know whom to retain for longer period of time.
  4. Promotion / Appreciation: Decision making in who should be entitled for promotion and appreciated.
Who can use it?
We recommend PMaps CSO to all businesses that have in-house or outsourced BPOs (Business Process Outsourcing) / BPMs (Business Process Management) or any other tele-customer support team in industries like Telecom, DTH, FMCG, Healthcare, Banking, Airlines, e-Commerce, Insurance, Travel, Logistics, Retail, Auto and Manufacturing, Information Technology, ITeS

Purpose

For Pre-hiring Customer service executives/ Agents/ Associates

Industries Using

Telecom, DTH, FMCG, Healthcare, Banking, Airlines, e-Commerce, Insurance, Travel, Logistics, Retail, Auto and Manufacturing, Information Technology, ITeS

Norm Group

Age- 18-25 years
Min. experience- 0-3 yrs.

Construct

Measure broad 5 Attributes
40 Items

Question Types

Situation based
Picture and Audio based

Duration

20 Minutes

Top Clients

 
 

A Delightful Experience

Lakshmi Menon

AVP – Human Resources

We have been working PMaps since Dec 2015 and are happy with the psychomteric evaluation and the online tests that PMaps has mapped for us.

Elton Isaac

AGM – Talent Acquisition

It is a great tool to use which can be customized to assess various skills that are required on the job. The team is prompt in providing solutions and ensures smooth functioning of the tool.

Kranti Munje

CHRO

It has been pleasure working with PMaps team. Our aim was to reduce the recruitment cycle time; and we have achieved it through PMaps. The PMaps team has been very supportive to our needs. It has been pleasure working with the team!

Mushtaque Aalam

Head of Resourcing

It has met our organization’s purpose. We hope to see similar partnership in the future.

Preeti Shirke

Head-Recruitment – Intelenet Global Services

The PMaps team has been extremely forthcoming and receptive to the requirements we have shared. The solution that has been designed and customized to suit out requirement has been very well received in our organization. The team is very quick to respond to queries and provide resolution. We have been able to see benefits of implementing this solution. The team also offered suggestions for providing the best possible resolution and truly partnered with us in our journey of creating a cloud environment for testing.

Siddhant Malhotra

Manager-Human Resources – Epicenter

The team at PMaps are exceptionally capable of understanding & executing comprehensive analytics, which is required for forecasting the competencies that would ensure an individual’s success in any give role. The team at PMaps does a phenomenal job of ensuring that they understand each & very precise nuances of a particular job requirement before they design an assessment tool.

Binoy Haridasan

Director – Human Resources – INFINX Services Pvt.. Ltd.

PMaps has a Amazing team along with a Great product, They could actually understand what exactly we were looking at the product for gauging employees and the tests were superbly prepared as per our needs. Thank you Team PMaps and all the very best for a great future.

Subodh Juwatkar

AVP – Human Resources – Darashaw & Co Pvt Ltd

Thanks for conducting psychometric assessment for our new hires. PMaps team designed and delivered customised assessment in quick turnaround time.