Many traits can be measured in personality tests, but the most well-known framework for personality tests is the "Big Five", or "Five Factor Model." These five dimensions of personality have been consistently identified in empirical research. The concept that personality "traits", as it is commonly known, is replacing an older paradigm about personality "types" that originated from Carl Jung. This model relied on a view that classified people into one or two types of personality, such as introverts or extraverts, thinkers or feelingers, Type A or B. The traits model is being accepted by personality researchers because there is growing evidence that it does not accurately reflect the individual nuances of human personality.
Many traits can be measured in personality tests, but the most well-known framework for personality testing uses the "Big Five", or "Five Factor Model." These five dimensions of personality consistently emerge in empirical studies: Agreeableness. Conscientiousness. Extroversion. Openness (to experience). and Stress Tolerance. The concept that personality "traits", as it is commonly known, has replaced the older paradigm of personality type that originated with Carl Jung. This based on a view of personality that divided people into two types (introvert or extrovert or thinker or feeler, Types A or B). The growing evidence that two distinct personality types are not sufficient to describe the individual nuances of human personality is making the traits model more popular in personality research is supporting its acceptance.
Figure 2 - The traits model is increasingly accepted in personality research as there is growing evidence that a binary dichotomy between two types doesn't accurately reflect the individual nuances of human personality.
But customer service representatives are not the only ones who should take these personality tests. These types of tests are gaining popularity as many organizations put a great deal of emphasis on fostering a "culture for customer service" throughout the organization. These tests may prove to be of great value to applicants for managerial or executive positions, especially if they will have frequent contact with customers or the general public.
Research shows that certain personality traits have a strong predictive power for job performance for sales and customer service jobs. Most salespeople who are successful in many industries are highly competitive, motivated and outgoing. Conversely, the scores of successful salespeople were lower for traits such patience and cooperation.
Because of the substantial evidence linking these traits with job performance for many positions, the Big Five are particularly applicable to the hiring process. Conscientiousness (which measures an individual's reliability, organization, persistence, and responsibility) has been shown to be moderately predictive for success across many job types. However, it is particularly important for entry-level roles where qualities like punctuality and reliability may be more important than creativity.
Customers service representative positions have high turnover rates, so it is becoming increasingly common to use tests to assess customer service traits. HR managers have to search for solutions. Personality tests are particularly helpful in reducing voluntary turnover. These tests not only assess whether candidates have the ability to do a job, but also gauge whether they will be comfortable doing the job.