CS AP™
Customer Service Aptitude Profile™
Filters
Customer service professionals are often seen as the face of an organization and their performance can directly impact customer satisfaction rates, loyalty and reputation. This makes hiring and training the best customer service talent with the right skill set the key to successful customer onboarding and retention. The Customer Service Aptitude Profile™ (CS AP™) enables users to identify critical skills in candidates, as well as gaps and development opportunities for current employees in customer service roles.
Why CS AP?
Employee turnover can be a significant drain on your resources due to decreased levels of customer satisfaction and loyalty. The CS AP is designed to help you hire, develop and engage high-performing customer service talent, to delight customers and grow your business.
Administration Type
- Self
Administration Time
- 10 to 15 minutes
Format(s)
- Online (Administration & Scoring)
Norms
- US
Reports
- CS AP Interview Guide
- CS AP Development Report
- Two Distinct Reports
Take the stress out of hiring with the Interview Guide and plan for success with the Development Report.
- Report Design
The newly created reports are designed to provide clear insights that are easy to understand and interpret.
- Certification
Self-paced and on-demand, Certification is comprised of two E-Learning Modules, a User Guide and a Technical Manual.
- Seven Competencies
Seven specific competencies that have been validated and demonstrated to support customer service performance.
- Normative Data
A representative norm sample that reflects the diversity of the North American population.
- Going Digital
The assessment and reports are now completely online, allowing for easy and reliable administration and report generation.
CS AP Interview Guide
The CS AP Interview Guide contains a set of features that provide customer service-specific insights to help you make informed hiring decisions. It includes information about how candidates might behave on the job and structured interview questions to dive deeper into their competencies, as well as Response Style Indicators that are triggered by participant faking and inattention.
Applications:
- Interviewing
- Succession Planning
- Promotion
CS AP Development Report
The CS AP Development Report provides insight into the competencies that contribute to customer service performance. Basic strategies and a goal-setting framework are included in the Development Report to help employees and coaches create an action plan to strengthen their core customer service competencies.
Applications:
- Coaching
- Learning
- Development
Reliability:
The reliability of the CS AP was examined using internal consistency. The coefficient alpha values of the CS AP had a median of .88, with a range of .82 to .94. These high values imply that the questions assessing each competency are connected and are measuring the same idea.
Validity:
The CS AP has multiple sources of evidence that support its validity. The assessment has a factor structure that seems the most empirically and theoretically consistent compared to other plausible models. Additionally, the validity studies for the assessment demonstrated that high-performing customer service representatives score higher than the general population sample. To support that the assessment relates to work outcomes, the validity studies for the assessment show that those who have higher customer service aptitude, as measured by the CS AP, have higher self-reported levels of job performance and job satisfaction. Furthermore, the scales of the assessment seem theoretically consistent, as they correspond closely to other measures that reflect similar content.
Each participant in the CS AP is compared to a group of 1,620 individuals who have taken the assessment previously. This sample, against which CS AP scores are compared, is representative of the U.S. general population. It was evenly distributed by gender and across five age-ranges and was matched to the 2016 U.S. Census by race/ethnicity and geographic region. The participants in the comparison group had a variability of employment statuses and levels of education.
- E-LearningModules: Self-paced, online training modules allow you to get certified anywhere, anytime.
- User Guide: Simplified and easy-to-use, this guide can be accessed anytime, to help you administer, interpret and use the CS AP™ to its highest potential.
- Technical Manual: Learn about the science behind the assessment, with key insights on the tool’s reliability and validity. A great resource to get buy-in from senior leadership.
- Expert Consultation: Our team of expert Talent Solutions Consultants can help you develop strategies for deployment and find additional tools to strengthen your hiring, retention and development processes.
- Talent Assessment Portal (TAP): Access your CS AP™ Resources, administer the assessment and generate reports through your free online TAP account.
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Email Address
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Call Toll-FreeCDN1.800.268.6011US1.800.456.3003
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International Phone+1.416.492.2627
If you are visiting our site from outside of North America, please order directly from one of our international partners in your area. If no partner is listed for your area, please contact MHS Customer Service at [email protected].
Once your account is created you may purchase, administer, score and generate reports quickly and easily on the Talent Assessment Portal.
