Why assess Resilience in more detail?
We believe the definition of Resilience needs to change from being a single, narrow measure of ‘bouncing back’ between challenging calls to become a broader understanding of how and why someone can deploy sustainable resilience strategies at work.
By exploring deeper aspects of resilience, such as Purposeful Direction and Self-Belief in the selection process, you gain a better understanding of how your applicants are likely to approach the challenges of the role and remain committed in the long-term.
Developing resilience strikes at the heart of the retention issues customer facing roles often face.
Here's what you can achieve with resilient staff:
-
Boosted motivation and productivity: Resilient employees are proven to be twice as motivated and productive.¹
-
Enhanced job satisfaction and engagement: High resilience leads to a 21% increase in job satisfaction and a 26% increase in job engagement.²
-
Lower burnout and turnover: Teams high in resilience experience 27% lower burnout and a remarkable 31% reduction in turnover.²
Source: ¹ Aon, 2020, ² Potential Project, 2021
Talogy's solution to Assess + Retain highly motivated customer service staff
Talogy's new solution combines both selection and development tools to address the core challenges of retaining highly motivated customer service staff.
Step 1 - Assess: Begin with a customer service work-styles questionnaire, combined with a customer service situational judgement test.
- Identify applicants’ key work style preferences and motivators.
- Offer applicants valuable insight into the nature of the role.
Step 2 – Retain: Understand the candidate’s resilience profile through our renowned Resilience Questionnaire, combined with a standardised interview guide.
- Get insights into the candidate’s mastery of resilience
- Identify areas of resilience strengths and development opportunities to explore during onboarding.
It’s not just about bringing employees onboard; it's about ensuring they thrive and remain committed
Our Resilience Development Guide, along with key resilience-building e-Learning modules, offers successful applicants the support they need to excel in their roles. And for those who might not have made the cut, it ensures a positive candidate experience.
With Talogy's solution you're not just filling positions, you're building a lasting, motivated customer service team.
Trusted by clients worldwide
Most globally used measure of resilience, with an extensive track record of global clients having used it.
For customer service roles
Tailored to the customer service roles, the solution provides a realistic job preview.
Rapid deployment
From concept to implementation, our solution is ready to go in 2 weeks.
A positive candidate experience
30 minutes to complete the initial screen with feedback for candidates instantly available.
