Customer Service Evaluation How Do A-Level Coursework

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81 and .77, singif8icant at the .05 level, shows that the tests while valid, are not reliable in measuring ongoing performance gains. The r with complaints for Work Sample (T) of .37 and .35 also indicate that the test is highly valid yet lacks reliability in ensuring long-term customer service levels. Work Sample (T) shows that it is only sporadically valid as well with the very low r with speed and negative values for r with error rate. The Work Sample tests are ideal for capturing applicants' ability to manage complaints yet cannot be used with any validity over other areas of their responsibilities. In conclusion these tests also need modification before they can be used "for keeps" as part of the overall methodology for hiring at the company.

3. What limitations in the above study should be kept in mind when interpreting the results and deciding whether to use the clerical test and work sample?

There are many limitations that need to be kept in mind in interpreting the study. The first and most significant is that the Clerical Test is specifically designed for reliability of test taking skills and not necessarily the effectiveness of the applicant across the entire breadth of responsibilities. This limitation is common in tests to evaluate employability and skills sets, as activity-based test show proficiency yet lack measures of validity when they become too myopic in nature (Heneman III, Judge & Kammeyer-Muller, 2012).

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This is the problem with the Clerical test; it is effective in measuring a very narrow set of skills yet must be redesigned to ensure a broader definition of reliability in determining employability.

The clerical test have an opposing issue of being valid in measurement but lacking validity over a broad base of skills. The shortcomings of the work samples indicate why Phonemin is struggling to keep employees. It is measuring validity in a very limited, myopic way and is only telling part of the story of how effective applicants are going to be. What is needed is a completely revamped series of clerical tests and work samples that can more accurately measure overall ability at handling the many aspects of the CSR role. Absent from any of these tests is the level of escalation expertise and innate problem-solving capability; there is also no measure of cognitive skills over time. The tests are outward-focused when there needs to be greater focus on internal motivation and perceptions as well, two areas often overlooked in hiring testing (Heneman III, Judge &….....

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