Role
Telephone collections agent
The hiring challenge
They negotiate payments with tense or evasive people all day; an interview does not show whether they hold firmness to reach agreements without losing emotional control, or the integrity not to push beyond what is allowed.
What to assess
Self-control and emotional handling, negotiation ability, communication and integrity given the handling of debts and information.
How we build the mix
In this role the central filter is not the cognitive side, but disposition, the way people relate and self-control. The mix is built by prioritizing the role's competencies.
Related competencies confirm that this capable person can perform the specific functions of the role well, not just reason in the abstract.
A technical assessment (your own or digitized) verifies they can use the tools of the role. Or, as an alternative, DISC to learn the behavioral profile for the role.
Suggested assessment mix for telephone collections agent
8 assessments · variable time. Suggested guide: adjust it to your process.
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Helps observe impulse handling and calm in tense situations of the role.
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Helps observe emotional handling and resilience under the pressure of the role.
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Helps observe orientation toward commercial results and understanding of the business.
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Helps observe clarity when communicating and the quality of dealings with others.
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Helps observe signs of probity in a role with access to money or sensitive information.
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Helps observe how quickly they adapt to new processes, tools and contexts of the role.
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Impulsiveness is a useful signal for holding the script without overreacting.
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They handle the debtor's debts and financial information; this calls for integrity controls.
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.