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Products, Services And Technology

PMaps Customer Service Assessment (PMaps CSA)

Customer Service Orientation is a behavior that indicates an interest of an individual in going beyond the call of duty. It focuses on how the agents deal with their customers as well as customers’ needs in order to provide them with fair and better solution.

PMaps Customer Service Assessment is an assessment of the candidate’s interest in serving the customers in a manner that exceeds customer satisfaction and provides customers' delight. It is a unique assessment that is used to find out a candidate's inclination or orientation towards customer service.

  • Rich content i.e. image, audio, video and situation - based questions.
  • No manual invigilation required.
  • Difficult to fake.
  • Question bank is engrossing and replicates work situation.
  • Inter- Intra company benchmark.
  • Abridged and detailed reporting.
  • Reduces selection error.

Customer Service Orientation is a behavior that indicates an interest of an individual in going beyond the call of duty. It focuses on how the agents deal with their customers as well as customers’ needs in order to provide them with fair and better solution.

PMaps Customer Service Assessment is an assessment of the candidate’s interest in serving the customers in a manner that exceeds customer satisfaction and provides customers' delight. It is a unique assessment that is used to find out a candidate's inclination or orientation towards customer service.

  • High CSO scores displays better performance on Key Performance Indicators (KPIs) such as,
  • Quality score
  • First call resolution
  • Average call handling time
  • Customer satisfaction score
  • Absenteeism
  • All items has been designed and adapted for Indian audience.
  • All items are written in simple way and are easy to understand.
  • Predict what will be hire’s job performance?
  • Hire score on each of five dimensions can be compared against normative group.
  • Improved assessment properties say validity, reliability.










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