Healthcare Industry

Customer Service Representatives

Challenge: A health insurance company wanted to enhance its Customer Service Representative

selection process by partnering with Hogan to assess the personal characteristics

needed for Customer Service Representative success. High performing Customer

Service Representatives remain flexible, have good social and interpersonal skills, and

do not become easily bored by repetitious tasks.

Solution: Hogan used a two-step approach for conducting a validity study. Hogan first

administered the Hogan Personality Inventory (HPI), a measure of everyday personality

tendencies, to incumbents. Hogan then separated the incumbent sample into three

groups based on performance ratings, and calculated correlations between

performance and HPI scores to identify the combinations of Hogan Personality

Inventory (HPI) scales most predictive of successful Customer Service Representative

performance.

Result: Combining empirical evidence and expert judgment, Hogan developed a profile for

predicting Customer Service Representative performance using five scales from the

HPI:

Higher Adjustment – calm under pressure

Higher Sociability – enjoys social interaction

Higher Interpersonal Sensitivity – perceptive, tactful, and socially sensitive

Moderate Prudence – responsible, able to tolerate close supervision, and will

look beyond standard procedures to solve problems

Lower Inquisitive – tolerant of repetitive tasks and takes a practical approach

to problem-solving

When combined, the collective power of these HPI scales will help the health insurance

company find Customer Service Representatives who possess the key personal

characteristics necessary for success across the organization.

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