Customer Service Achievement Predictor (AP)
Uncover Customer Service Ability with Aptitude Testing
Understand Customer Service Ability with Trait Analysis that Predicts Real-World Performance.
The customer service candidate who aced your interview may not be that great at staying calm under pressure.
The Customer Service Achievement Predictor is a 140-item pre-employment assessment that measures diplomacy, patience, and cooperative attitude. Built-in validity scales automatically identify response bias to ensure honest results.
Make the Right Hires with Objective Aptitude Data
Your customers deserve excellent service. When your front line staff lack traits such as patience or diplomacy, you lose customers, goodwill, and future sales. The Customer Service AP surfaces behaviours that interviews cannot detect.
Interview charm does not predict service performance…
Surface-level charm in an interview does not reveal whether a candidate maintains diplomacy under pressure, exercises patience with difficult customers, or prioritizes client satisfaction over winning arguments.
…measure the traits that actually matter.
The Customer Service AP measures traits such as diplomacy, patience, cooperative attitude, relaxed attitude, assertiveness restraint, achievement focus, and more. These traits predict on-the-job service performance.
High turnover in service roles drains the team…
Mismatched hires leave within months. Each departure costs recruiting, onboarding, and the service quality that drops while the team carries the load.
…screen for fit before onboarding.
An HR team screening 50 applicants for a call centre role can use Customer Service AP scores to surface candidates high on patience and cooperative attitude, reducing first-year turnover by removing mismatched hires before onboarding.
Candidates present themselves in overly positive ways…
People may respond in a way that they think makes them appear friendly and accommodating. Without objective data, this false presentation can be invisible until they start working for you.
…use built-in validity controls that prevent disingenuous responses.
The Customer Service AP includes validity scales that detect unusually positive self-presentation and automatically adjust candidate scores for socially desirable responding. The score you see reflects genuine tendencies, not interview performance.
Measure the Skills That Predict Customer Service Performance
The Customer Service AP measures diplomacy and cooperative attitude through a validated psychometric framework ensuring candidate scores reflect on-the-job suitability.
This aptitude test scores candidates in the following categories.
Diplomacy
Handling sensitive situations with tact. Remaining professional when clients are frustrated.
Cooperative Attitude
Working with others toward team goals. Prioritizing collective outcomes over individual preferences.
Assertiveness
Directness in expressing oneself and in dealing with others.
Extroversion
Socially outgoing or extraverted.
Have Questions? Talk to a Customer Service AP Expert!
Prefer to call? You can reach us at 1.800.661.5158.
Reduce Mis-Hires With Validated Customer Service Personality Scores
The Customer Service AP includes built-in validity scales that automatically correct for response bias.
Real-World Applicability
The assessment utilizes North American norming data to help managers compare applicants against established performance standards.
Legal Defensibility
Under the Canadian Human Rights Act, pre-employment tests must be job-relevant. The Customer Service AP’s validated scales support defensible, compliant hiring.
SIOP Standards
Consistent with Society for Industrial and Organizational Psychology guidelines for employment test validity and professional practice.
Common Questions About the Customer Service AP
What does the Customer Service AP measure?
The Customer Service AP measures 18 traits tied to service performance, including, but not limited to, diplomacy, cooperative attitude, patience, relaxed attitude, assertiveness, restraint, achievement focus, and non-competitive orientation. Built-in validity scales also detect and adjust for response bias.
How does the assessment prevent against bias or disingenuous responses?
The validity scales detect patterns of unusually positive self-presentation, which is common in hiring assessments. When this bias is detected, the Customer Service AP automatically adjusts candidate scores to reflect genuine interpersonal tendencies rather than socially desirable responding.
Can this be used for existing employees, not just candidates?
Yes. The Customer Service AP report includes specific training recommendations and motivation guidance for each individual. L&D managers use these insights to identify development priorities and build more effective service teams.
How does this differ from the Sales AP?
The Customer Service AP measures traits for service roles: diplomacy, patience, and cooperative attitude. The Sales AP measures traits for sales roles: cold calling confidence, closing ability, and assertiveness. Both are 140-item pre-employment assessments delivered online through Psychometrics.com, but they target different role demands.
What domains are assessed?
The Customer Service AP report covers five scored domains: interpersonal characteristics, service characteristics, motivation and achievement characteristics, work strengths, and sales success. Training and motivation recommendations are included for each candidate.
Hire for Customer Service Quality, Not Just Interview Performance
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