WEBselex® for TeleCenter
Information | Validity
Bottom Line Results
This extensively validated tool improves Telecenter CSR performance, improves employee dependability and productivity, and decreases turnover for a broad range of Telecenter CSR positions, including inbound and outbound sales, account billing and collections.
Appropriate Jobs
This predictor assessment is appropriate for call center positions and any other position in which at least 50% of the employee's time is spent on the phone. The instrument has been validated on call center samples in several industries including large financial institutions, large national retailers, and providers of computer products and services.

Assessment Description
WEBselex for Telecenter is a biodata predictor assessment. Biodata are job-relevant measures of success within the context of a person's past and present circumstances. Biodata items are used to collect the same types of information as may be legally collected through traditional job applications. Some multiple-choice biodata items ask about a person's achievements in school, community, or prior work settings. Other biodata items ask about work attitudes, goals, vocational interests, preferences for working alone or in groups, and other job-relevant variables.

This assessment was developed using MCAP (Multiple Criterion Antecedent Procedure), e-Selex.comís proprietary method for developing biodata to predict specific job outcomes. The MCAP method discovers the life history antecedents underlying the development of worker characteristics that determine job success. The method involves three types of analyses to collect information that may be used for both criterion development and predictor development. These analyses are: 1) Organization Analysis, 2) Worker-Oriented Job Analysis, and 3) Person Analysis.

The predictor items for this assessment were developed over a ten-year period, beginning in 1990. Items from this assessment have been used for positions at several organizations. The scoring for these items has been refined and improved with each application.

The WEBselex for Telecenter predictor assessment contains 100 items. The items are multiple-choice ranging from 3 to 10 response options. An average applicant for these positions can complete the assessment in 40 minutes or less.

Predicted Work Outcomes
The WEBselex for Telecenter assessment predicts five independent work outcomes.

Performance and Productivity - Defined as effective problem solving skills, an eagerness to learn through self-teaching, an ability to work independently, and effective communication skills.

Customer Service - Defined as positive customer service attitudes and performance, including cheerfulness, poise, patience, empathy, control in dealing with difficult customers, and a willingness to take the time needed to satisfy the customer.

Dependability - Defined as prompt arrival to work and return from breaks, avoiding absences from work, and dependability in meeting deadlines and appointments.

Retention - Defined as stability in the job, likelihood of remaining employed with the company, and overall satisfaction with the job.

Selling Potential - Defined as persistent and persuasive selling skills, and the use of cross selling as an opportunity to benefit customers.

The numerical scores for each outcome predicted by the assessment are presented graphically as standard scores. The overall hiring recommendation rating is presented using a 3-point scale.

Validity Findings
e-Selex.com collects validity data for the WEBselex biodata assessments on an ongoing basis. Strong validity evidence for the WEBselex for Telecenter positions has been obtained in organizations across several industries. One example is a cross-validity study completed on a sample of call center employees at a large financial institution. The criterion measures were performance factors based on supervisor ratings. The five predictor scale scores were correlated against their respective target criterion factors and yielded observed validity correlation coefficients in the low to upper .30s for each of the predictor scales. A unit-weighted composite of the five predictors resulted in a .32 validity against an overall job performance rating. As per the Brogden (1946) interpretation of the validity coefficient as a measure of predictive efficiency, an observed validity of this magnitude can be used to improve overall performance for these positions by an average of 32% within the range of possible gain.

Assessment Norms
Assessment norms are based on an aggregated national sample of qualified applicants for call center positions. The WEBselex for Telecenter assessment is currently used across several industries including financial, retail, and utilities.


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