Newspaper article THE JOURNAL RECORD
Staffing Issues: Tulsa-Based Personality Assessment Company Provides Tools to Aid Hiring
Given the volume of applicants for many entry-level jobs today, most organizations do not have the time or money to vet every candidate using a traditional application and interview process, said a consultant for personality assessment company Hogan Assessment Systems Inc.
"A candidate that looks good on paper does not necessarily make a good employee," said Audrey Wallace, a Hogan consultant. "So, there already exists the potential for talented individuals to get overlooked in favor of a less-talented individual who has more experience."
Instead of relying on things like experience or even recommendations, Tulsa-based Hogan has issued what it calls the Hogan Advantage Report. It is an off-the-shelf hiring report generated from one of Hogan's personality-based assessments, which is used to screen applicants into entry-level jobs. This report uses candidates' results to screen applicants against three competencies - customer focus, composure and dependability - that predict job performance in entry-level jobs. Those scores are then used to determine which candidates should move to the next round of the hiring process.
Poor customer service can be expensive. According to a recent study, it costs businesses more than $83 billion each year in lost revenue. Genesys, an Alcatel-Lucent company, with research firm Greenfield Online and Datamonitor/Ovum analysts, measured the cost of poor customer service in the U.S. Nearly two-thirds of consumers said they had ended business relationships due to customer service alone, the report said. The survey participants said that when they end a relationship, 61 percent of the time they take their business to a competitor.
The $83 billion overall cost of poor customer service in the U.S. came from $32.4 billion from business abandoned and lost and $50.6 billion to customer churn and defections within industry, the report said. …