The idea and operation of call centres in the world of work are not new; their significance is only increasing. It has solidified, and it will be hard to envision life as we know it without it. Like the computer, it became a household name, though some people changed its descriptive name over time, such as "Contact Centres" and "Help Desk". Nevertheless, there is a high level of agreement about what it stands for and what its primary role and function is, which is to be a "communication link/entity/facilitator."
Integrity International (INTEG), which is well known for developing psychometric instruments in the world of work, was commissioned by a combined body in the field of Call Centres to develop a psychometric test by the name of the Call-Centre Agent Test (CAT).
This psychometric instrument was introduced a few years ago to be used globally to assess the competency framework composed in a potential Call Centre Agent, to improve the efficient operation of the physical unit known as the Call-Centre per sé, as well as to elevate the human element involved at higher levels within the operation of call centres in the world of work.
At the very outset, it is considered beneficial to provide the reader with the Summarized Report (called the One-Pager). This allows the instrument to provide its user with the relevant test results.
The test was developed according to the proven Seven Steps of Test Development and provides significantly statistical and user results in terms of the three Psychometric Properties of being reliable, valid and fair.
More important than the above, perhaps are the benefits that the users of the test derived over some time. According to the majority of seasoned users, their bottom line has significantly improved by more than 35% as a result of the call centre's efficient operation in all aspects.
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