In this era of customer empowerment, call center managers that focus on Emotional Intelligence (EI) find valuable aid in the selection, recruitment and development process. Emotional Intelligence is all about an individual’s ability to know emotions and act appropriately. Human resource (HR) managers find selection indicators such as intelligence, education, personality, and experience adequate in qualifying a candidate for a job, but it’s not enough to predict performance. The ability to know the behavioral patterns of call center candidates is essential to the human resources department. What has been recently learned is that communication – the key feature in relationship theories – is connected to Emotional Intelligence, a predictor that can be measured by what is termed as EQ or Emotional Quotient.

Emotionally intelligent call center workers are able to form strong relationships because they can communicate effectively and are able to cope well with stressful situations. EQ can also be strengthened and be developed over time, which is why the call center industry would be well served with EQ assessments. HR managers ought to use and integrate these instruments into their standards for selection and development. Plotting the succession of senior leadership is critical to a call center’s success, and selecting the right candidate to hire or promote becomes simpler. Furthermore, EQ helps to identify individual specific strengths and weaknesses so that training and coaching can be designed to develop skills that contribute to future leadership.

Handling calls efficiently may be one of the main tasks of call center agents. But, this includes the ability to listen, build a rapport with a customer, engage in a dialogue, and solve problems. The ability to handle odd timings, and work pressures, are areas where candidates need to excel and not get hijacked due to stressful emotional situations. Issues of self-control, self-esteem, and self-motivation are areas linked to the emotional quotient. Identifying and growing these effectiveness skills is essential. When call center agents, supervisors and managers can be profiled for EQ it makes it simpler for human resource managers to determine, coach, and develop “star performers”. Attrition rates are also significantly lowered in call centers that include EQ assessment as part of their recruitment process. Moreover, call centers need not worry about recruiting the incorrect candidate, resulting in a significant saving. With added pressure from clients to cut down on recruitment costs, exploring the implementation of EQ assessment has gained momentum in the industry.

Call centers are one of the main industries where the Emotional Intelligence factor comes into focus. Moreover, it is a excellent return on investment when it comes to the selection and retention of employees. Profiling candidates through EQ testing helps make a corporate culture imbibed with an atmosphere of teamwork and leadership. Call centers cannot afford to have customers complain about inadequate support due to the indifferent attitude of customer support agents. Irate customers too cannot be dismissed without a polite word and an attempt to solve their issues. In small, employees with a excellent EQ and the right coaching will be able to contribute significantly to the success and profits of any call center.

IQ test means Intelligence Quotient,with the help of IQ tests intelligence test you can measure your ability of your work in any field, if you get high IQ level in IQ intelligence test that means there is chances of highly complex jobs.