Call Center Case Study - Reflective Performance, Inc.

Case Study: Call Center

Call Center Performance & Executive Function

A large group of employees within a call center operation were asked to volunteer to participate in an analysis of individual and group Executive Function skills. The scores obtained then were correlated to performance review results for the same employee group over the prior year.

Results of this analysis demonstrated that employees with higher Executive Function measurement proved to the top-rated Callers
Results also showed a large 50% difference in the Executive Function measurement of top versus bottom-rated callers
Assessing EF skills helps to ensure best job fit, yet high scores don’t necessarily mean best fit, whereas developing Executive Function skills of lower scoring employees can produce direct performance improvement.

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