International Journal of Selection and Assessment

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Volume 11 Issue 2‐3 (June 2003), Pages 107-252

Web‐based Assessment of Call Center Agents: Development and Validation of a Computerized Instrument (pages 184-193)

This study describes the development and validation of the Call Center Aptitude Test (C‐A‐T), an Internet‐based multi‐method measure for the pre‐selection of call center agents. The C‐A‐T includes a short biographical form, a cognitive speed test, a personality inventory, and a multimedia situational judgement test. A total of 327 call center agents completed the C‐A‐T and were concurrently assessed by their superiors. In a pilot study (N=151), a prototype was tested and subsequently optimized. In the main study (N=176), the revised and extended version of the C‐A‐T was reliable (alpha=.85) and showed good convergent and discriminant validity. The concurrent validity (r=.33) can be considered to be satisfactory for a computerized pre‐selection instrument. Evidence was also found for high face validity and acceptance in both studies.

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