One of Australia’s largest telecommunications providers is continually seeking to improve its customer service offering. As the company’s call centre is responsible for the majority of its customer interactions, they wanted to find a way to identify high performing Customer Service Representatives (CSRs) before hiring. They conducted a study to evaluate the effectiveness of screening their call centre applicants using the Revelian Cognitive Aptitude Test (CCAT) when compared to other, more traditional (time consuming and expensive) screening methods, including interview ratings.

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