BRIGHT - Customer Service Test

Practitioner Workshop

· Tools and Practices,Good News

BRIGHT is a test that measures customer-service related attitudes and behaviours. Use BRIGHT to screen in the best candidates quickly and efficiently when you recruit. After completing your final exam, you will receive an official BRIGHT Test User Certificate, a downloadable diploma and a SoMe award.

Get the competitive advantage by offering great customer service. Bright helps companies screen in the applicants best suited to serve their customers

Getting the right customer service personnel is key to raising the overall customer satisfaction. Friendly, efficient customer service helps set a succesful business apart from its competitors. Use BRIGHT in recruitment to screen in the best candidates quickly and efficiently. With BRIGHT you will:

  • easily spot high-performing service personnel
  • save time and money by screening applicants before an interview
  • conduct more relevant job interviews with fewer candidates
  • cut down on employee turnover
  • raise your overall customer satisfaction
BRIGHT

BRIGHT measures the customer-service related attitudes and behaviours of potential employees in a non-discriminatory way. It was developed by psychologists, in cooperation with leading customer service companies. BRIGHT can help companies find the right person for the job the first time, lowering employee turnover.

With BRIGHT companies safe time and money by screening applicants for customer service characteristics even before they come for an interview. The integrated flexibility makes it possible to customize BRIGHT to include only the service behaviours relevant for a specific open position.

  • The following behaviours and attitudes can be measured:
  • Integrity
  • Diligence
  • Service-Mindedness
  • Social Confidence
  • Stress Tolerance
  • Sales Self-Efficacy
Application areas

BRIGHT is designed for screening and selection of employees in customer service roles e.g.

  • retail
  • security
  • hotels
  • transportation
  • recreation
  • call centres
Languages and norms

BRIGHT is available in Danish, Chinese (Mandarin), Finnish, English, Norwegian, Polish, Spanish, and Swedish.

There are national as well as international norms available.

Validation

BRIGHT meets international standards for professional tests. Documentation has been performed to provide evidence of reliability and validity.

Practitioner workshop

BRIGHT is designed to be a straight-forward recruitment tool and requires no certification for users. 

Master offers practitioner workshops on how to get hands-on practice with BRIGHT. 

KEY CONTENTS AND LEARNING 

The BRIGHT practitioner workshop is an online instructor-led session that focuses on how customers can improve their workflows with BRIGHT. We organize workshops on a monthly basis. 

BRIGHT is designed to be a straight-forward recruitment tool and requires no certification for users. Testing procedures should always adhere to Master's best practice guidelines. 

For who

The BRIGHT practitioner workshop is intended for HR, line managers and team leaders.

Content

The aim of the workshop is to build up hands-on practice on how to apply BRIGHT to screen and recruit people with the attitudes best suited to interact with customers in the specific context. This is some of the content that will be covered:

  • Introduction to BRIGHT – test design, content and administration
  • Screening and selection of employees in service roles
  • Defining service profiles
  • Identifying potential for customer service
  • Match candidate pools to service requirements
  • Define an automated data-driven screening and selection process
  • Feedback and best practice

If you have any questions, or if you would like to learn more about the BRIGHT solution, please send us an e-mail at solutions@leadx3m.com.

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