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Personality Questionnaires

Customer Contact Styles Questionnaire (CCSQ)

Overview:

The Customer Contact Styles Questionnaire (CCSQ) is a targeted version of the OPQ which focuses on the behavioural characteristics that are most important in sales, client-facing and administrative support staff. It is highly popular in retail sales and call centre environments.

Suitable for:

Sales executives, retail staff, telesales, front line customer service, and call centre staff.

 




 

What does it measure?

The CCSQ targets the competencies required by sales, client-facing and administrative staff. It provides valuable information on an individual's preferred behaviour on 16 personality characteristics which underpin performance on key job competencies. The CCSQ dimensions are grouped into three areas: relationship with people, thinking styles, and emotions and control.

Two CCSQ versions are available:

CCSQ5.2

CCSQ5.2 has a normative response style. It is ideal for use in a range of applications including training, development and counselling as well as selection of staff. The time to complete the questionnaire is approx 35 minutes (untimed). 

CCSQ7.2

CCSQ7.2 has an ipsative (forced choice) format and is particularly recommended in selection contexts. The time to complete the questionnaire is approx 30 minutes (untimed).

Benefits

The CCSQ is particularly well-suited to help deliver the following results:

  • Identify best-fit applicants against job competencies
  • Improve interview hit rates when hiring
  • Reduce turnover in retail branches
  • Improve staff retention in call centres
  • Manage the transformation of call centre agent to a team leader
  • Improve sales performance

Language / norm availability

The CCSQ is available in over 25 languages, in a variety of administration methods and with an extensive range of norms and reports.

For the latest availability information please make a product enquiry with your local SHL office.

What our clients say

"It was obvious that psychometric assessment offered a fair and objective method to find people best suited to our corporate culture and work practices."

- Krispy Kreme, talking about how they reduced the number of unsuitable hires by 50% by using the CCSQ as part of their store manager selection process. [Read the Krispy Kreme case study.]