CSI.jpg

Customer Service

Inventory

Audience and Use

The Customer Service Inventory (CSI) assesses the work styles of job applicants and employees in call center and customer 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 

The CSI requires about 20 minutes to complete and may be completed in: English, Spanish, French, Brazilian Portuguese, Russian, Chinese, and Thai.

What it Measures

Extraversion
     1. Sociability
     2. Energy
Agreeableness
     3. Cooperation
     4. Concern for Others
     5. Diplomacy
Openness to Experience
     6. Adaptability
     7. Analytical Thinking
Emotional Stability
     8. Self Control
     9. Stress Tolerance
Conscientiousness
     10. Achievement Orientation
     11. Initiative
     12. Attention to Detail
     13. Dependability
     14. Retention
Response Fidelity
     15. Accurate Self-Assessment
     16. Response Inconsistency
Overall Score
     17. Overall CSR Effectiveness Score
     18. Overall CSR Retention Score