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Web‐based Assessment of Call Center Agents: Development and Validation of a Computerized Instrument
Author(s) -
Konradt Udo,
Hertel Guido,
Joder Karin
Publication year - 2003
Publication title -
international journal of selection and assessment
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.812
H-Index - 61
eISSN - 1468-2389
pISSN - 0965-075X
DOI - 10.1111/1468-2389.00242
Subject(s) - psychology , center (category theory) , face validity , test (biology) , web application , aptitude , discriminant validity , situational ethics , personality , selection (genetic algorithm) , judgement , applied psychology , concurrent validity , the internet , convergent validity , psychometrics , social psychology , computer science , artificial intelligence , world wide web , clinical psychology , developmental psychology , paleontology , chemistry , political science , law , internal consistency , biology , crystallography
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.