Audience and Use
The Customer Service Inventory (CSI) assesses the work styles of job applicants and employees in call center and cus- tomer service roles. It objectively assesses people on scales that are highly relevant to customer service. It helps address issues related to:
- Employee Selection
- Employee Training Needs
- Optimizing CSR Team Effectiveness
- Coaching for Improved Performance
- Organizational Development
Time Requirements and Languages
The SSI requires about 20 minutes to complete and may be completed in:
- English
- Spanish
- French
- Portuguese (Brazil)
- Russian
- Chinese
- Thai
What it Measures
CSI Scales
Extraversion
1. Sociability
2. Energy
Agreeableness
3. Cooperation
4. Concern for Others
5. Diplomacy
Openness to Experience
6. Adaptability
7. Analytical Thinking
8. Independence
Conscientiousness
9. Achievement Orientation
10. Initiative
11. Attention to Detail
Emotional Stability
12. Self Control
13. Stress Tolerance
14. Self Confidence
Selling & Influencing Styles
15. Dynamic
16. Analytical
17. Interpersonal
Response Fidelity vs. Distortion
18. Accurate Self-Assessment
19. Accurate Self-Presentation
20. Response Inconsistency
21. Response Percentage Breakdown
Work Success Predictor
22. Customer Service Effectiveness
Big Five Personality Factors
23. Extraversion
24. Agreeableness
25. Openness to Experience
26. Conscientiousness
27. Emotional Stability
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CSI Reports/Results
The CSI may be administered via the Internet and provides a
Quick Summary Report as shown below.
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