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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.

high-performing call center employees and their EF scores
  • 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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OUR MISSION

Reflective Performance, Inc. offer a transformative human-centered solution for productivity through systematic EF measurement, EF skills training and supports, plus company-specific systems modeling and analytics to optimize productivity and sustain high profitability.

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