The Call Center Fit Index^® is a suite of web-based prescreening tools designed to reduce voluntary employee turnover in call centers. The CCFI measures applicants' job compatibility by identifying their tolerance for work-related activities and environmental characteristics. The CCFI also collects information regarding applicants' interpersonal style to determine their "fit" for the call center agent job. By measuring work tolerance and interpersonal style, CCFI identifies applicants who can:

• Function well in stressful situations
• Demonstrate an appropriate level of patience
• Work in changing situations
• Accept criticism
• Demonstrate assertiveness
• Build rapport with customers
• Handle upset customers
• Demonstrate empathy

Three versions of the CCFI have been developed and are listed below.

Customer Service Fit Index
TeleSales Fit Index
Collections Fit Index

• Accurately identifies and screens out turnover-prone applicants
• Is available 24 hours a day, 7 days a week
• Can be used simultaneously by multiple applicants
• Is virtually proctor-free
• Provides immediate feedback of assessment results
• Results are easily accessed through a fully secure website with password protection

CCFI's web-based format alleviates many of the administrative duties normally associated with testing. The test administrator simply enters a user name and password to begin testing. CCFI then leads applicants through each step of the testing process. The assessment takes approximately 20 minutes to complete. Following the assessment, CCFI provides immediate access to test results through a secure website. These test results classify applicants into one of three categories: low turnover risk, marginal turnover risk, and high turnover risk.

Low Risk	This applicant will likely experience minimal job-related frustration and possess personality characteristics associated with longer tenure in the target position. This applicant is not likely to prematurely turnover.
Marginal Risk	This applicant may experience some frustration in the target environment. Based on the combination of interests and personality characteristics this applicant possesses, it is difficult to make a reliable prediction regarding their turnover likelihood.
High Risk	This applicant fails to meet the minimum and necessary passing criterion. This applicant will likely experience a significant amount of job frustration based on a poor match between their interest and personality characteristics and those required for performance on the job.

• Inbound Call Centers
• Outbound Call Centers

• Customer Service Representatives
• Telesales Representatives
• Collections Agents

CCFI is a component of Employment Technologies' EASy Hiring Solution for call center agents. The EASy Hiring Solution provides a complete system for hiring and developing top-performing agents. This integrated system also includes:

• Call Center Simulation
• e.SKILLS and e.SKILLS Bilingual
• Structured Employment Interview (SEI)
• Career Prescription (CareeR_x)

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