The 16pf results successfully predicted job performance, validating the use of the questionnaire as part of Fusion’s future recruitment process. The scores revealed that Reps with a higher Customer Satisfaction rating were on average more dominant and keen to influence others. Those Reps with higher scores on First Call Resolution and Next Issue.
Avoidance tended to be more warm and more forthright and self-revealing. Another key finding was that the more emotionally stable and trusting Rep tended to be rated as better performers by their team leader.
“There are lots of areas to explore”, comments Andrea. “Looking at the relatively low scores on Self Reliance, for example, the results pose the question ‘do we need more of this?’ Going forward, what areas should we be looking at? What do we need to do to grow, evolve and flourish as an organization?”
The selection process at Fusion has changed as a result of the review and the use of the 16pf. 16pf Profile Reports are used alongside ability tests, ‘fast-tracking’ interviews, and group sessions. “We’re now very clear on the characteristics we’re looking for in a candidate, based on the work we’ve done”, says Andrea. “The match between successful candidates’ Profile Reports and the desired competencies that emerged from the original review offer further validation of the process. “There are many tools out there, but having used 16pf, we’re very happy that we now we have a tool and process in place that delivers exactly the insights we need. We’ve also had great support throughout.
“The people who took part in the first study were fully on board. They were fascinated by it and loved the process. We got some brilliant feedback. After seeing their 16pf results people were saying ‘Wow – this sounds just like me!’
“As time goes by, the results are validated more and more, which is very exciting.”
Looking ahead, Andrea wants to use the 16pf as part of the onboarding process, and for developing team leaders.