The Call Center Fit Index requires applicants to answer questions in two sections. Section A measures the applicant's level of tolerance for the duties of the target position. Section B measures personality characteristics based on the Five-Factor Model, which is the most researched and supported model of normal personality.

Section A - Work Tolerance

Applicants are presented with 40 sets of job-descriptive items and are instructed to choose two items out of each set that are the most unpleasant or frustrating to them. An example set is provided below. Solving problems while under pressure. Having your performance closely monitored. Working as part of a team. Working with dissatisfied customers.

Section B - Interpersonal Style

This section contains a series of statements that describe how people think and feel. Applicants are asked to rate these statements on a one (seldom) to five (often) scale. 1. I try to see the other person's point of view.             1   2   3   4   5 2. I work hard even when I'm not feeling well.             1   2   3   4   5