Employee Screening Questionnaire - Call Center (ESQ-CC)

The Employee Screening Questionnaire - Call Center (ESQ-CC) identifies job candidates who are most likely to engage in counterproductive work behaviors. It is a personality-based measure customized for the call center industry, and is unique among such measures in that it is resistant to faking. The ESQ-CC also measures a number of specific personality characteristics that have been found to be associated with productive, dependable employees.

The ESQ-CC is the product of decades of research on personality and was developed by Douglas N. Jackson, Ph.D. Among other honors, Dr. Jackson was president of the American Psychological Association's Division of Measurement, Evaluation, and Statistics, Chair of APA's Committee on Psychological Tests and Assessments, and President of the Society of Multivariate Experimental Psychology.

The ESQ-CC is unique among selection screening measures in that it is resistant to faking. Applicants usually attempt to “fake good” by responding to selection questionnaires in the most desirable manner possible. Faking good on traditional selection measures compromises their validity. This results in less productive, and more delinquent workers passing through the screen. The ESQ-CC was designed to reduce the negative effects of applicant faking. The validity of the ESQ-CC remains substantial even when respondents deliberately try to fake.

Positive Work Behaviors

The ESQ-CC predicts the following positive work behaviors:

• Customer service
• Productivity
• Accuracy
• Commitment and job satisfaction (Low risk of turnover)
• Promotability

Selecting employees with higher probable organizational commitment and job satisfaction will likely reduce voluntary turnover.

Counterproductive Work Behaviors

The ESQ-CC screens for the following counterproductive work behaviors:

• Unauthorized Absences
• Loafing (Abuse of idle time)
• Lateness
• Sabotage of production or property
• Safety infractions
• Theft

Faking

The ESQ-CC is unique among selection screening measures in that it is resistant to faking. Applicants usually attempt to "fake good" by responding to selection questionnaires in the most desirable manner possible. Faking good on traditional selection measures compromises their validity. This results in less productive, and more delinquent workers passing through the screen. The ESQ-CC was designed to reduce the negative effects of applicant faking through the use of its innovative, forced-choice format. This is an improvement on traditional formats..

Administration Languages

• English

Report Languages

• English

Sample Report

Click here for a sample ESQ-CC report.

Pricing

Click here for ESQ-CC pricing.