Improve Workforce Performance At Your Call Centre With The Disc Personality Test

By Author: SamJacob Thomas
Total Articles: 40
Comment this article

Hiring, training, motivating and retaining employees is among the biggest HR challenges that exist today in a call centre. With an attrition rate as high as 35%, HR professionals are always searching for tools and techniques in the form of training programs, psychometric assessments and behavioral analysis that help retain employees and enhance productivity. DISC management has proven to be an efficient tool which helps call centres in meeting these key goals.

Making Better Hiring Decisions

HR professionals who have undergone DISC training and are efficiently implementing the tests among prospective employees get equipped with useful insights into their behavioral instigators. This helps them in making accurate hiring decisions based on their ability to predict a candidate’s ability to perform at the workplace.

Retaining Call Centre Employees

With a reputation of having the highest attrition rates in the industry, the outsourcing and call centre sector must aggressively employ tools, which ensure employee retention. Using DISC management tools not allows organizations to hire the correct people, ...
... but also use the insights received to assign them to appropriate job profiles. Additionally, one can minimize workplace conflicts by identifying common points of disagreement and finding ways to avoid them.

Enhancing Productivity and Performance

After a DISC training, supervisors can implement personality tests and profiling techniques that help them identify gaps in the soft skills of employees. This further enables professionals to design developmental plans that help fill this gap.

Encouraging Effective Communication and Team Spirit

A quintessential call centre environment demands a lot of team work and efficiency in internal as well as external communication. The DISC test is extremely beneficial for team managers as well as members who can better understand the dynamics of their department or group, to improve productivity, avoid miscommunication and jointly meet the group and organizational objectives.

Setting an Example

Findings of the DISC personality tests also help HR professionals identify the key set of skills that the call centre’s current top performers hold. Based on this information, professionals are able to design a model set of expectations from future successors of a particular position in the organization.

Especially in a call centre setting, DISC management tools exhibit their benefit even outside of the realms of human resources management. These tools play an effective role in solving a number or organizational issues pertaining to conflict management, encouraging organizational efficiency, and making accurate hiring decisions. All of this eventually translates into organizational profit and growth.