Why you should never put your analysts in outbound sales and other tips for getting the best out of your team.
Many companies and even more recruitment agencies use psychometric testing to find the very best employees for the job.
These multiple-choice questionnaires are designed to measure how well you work with people, how you cope with stress and your emotional stability. But they also try to match typical types of employees with specific working environments.
While we’d all love an office full of happy-go-lucky people-people, no two human beings are the same and that’s a good thing. Some tasks are just better suited to the quieter, analytical types. Imagine your top sales person trying to write a research paper on data analytics or figure out a complicated mathematical equation. We’re not saying it’s impossible, but there are people out there that live and breathe data while others thrive when they’re among people.
So if you encounter an introvert hiding in a corner office, don’t try and enlist them into your jogging club, rather figure out what role would best match their personality. We consulted some online resources to help you out.
Analysts work best in non-social environments. They’re your thinkers, your problem solvers and planners. They’re organized, systematic, efficient and need peace and quiet to absorb information.
Where do they fit? Your analysts will work magic with the data coming out of your contact center and help you understand your customers better than their own mothers. They’re your data analysts, researchers and strategists.
The downside of analysts? They value accuracy over feelings and some prefer to work alone.
If you’re using the Myers-Briggs scale, your analysts would be your:
INTJ I – these folks have high standards and are excellent at implementing ideas
INTP – these thinkers are logical problem solvers
ENTJ – organizational and system driven decision makers
ISTJ – dependable and logical types who make fact-based decisions
Now your promoters are your people-people. They’re energetic, talkative and outgoing. They’re bursting with enthusiasm and thrive in social situations.
Where do they fit? Because your promoters work best in chaotic environments and love talking to people, they’d be your ideal sales force.
The downside of promoters? They’re not detail focused and are easily bored.
Let’s break them down:
ESTP – they’re spontaneous and want immediate results
ENTP – generally outspoken and good at reading people
ESFP – outgoing, friendly and love working with people
ENFP – good at networking and connecting with new people
Controllers are your natural leaders. They love a good challenge and get things done! They’re calm under pressure and make the hard decisions. They’re also results orientated and risk takers.
Where do they fit? Controllers create order out of chaos, making them your ideal team leaders and contact center managers.
The downside of controllers? They can be inflexible and well … controlling.
Identifying your different types of controllers:
ESTJ – matter of fact and decisive. Expect others to follow a strict set of standards
INFJ – visionaries who love to motivate other people
ISTP – practical observers ready to step in to solve the big problems
It’s easy to recognize the supporters in your team. They’re the ones who always go out of their way to help others. They’re good with people, are great team players and have good listening skills.
Where do they fit? Are you thinking what we’re thinking? Put these guys in customer care and support. Your customers will love them.
The downside of supporters? They’re quick to compromise and keep their feelings hidden to avoid conflict.
ESFJ – the office peacekeepers that try to keep everyone happy
ISFJ – considerate and concerned with the feelings of others
ISFP – sensitive and values driven. Loyal to a tee
ENFJ – full of warmth and empathy and always ready to motivate others
INFP – idealists who want to help others reach their potential
How many of these personality types did you recognize from your own enterprise? This type of exercise is a great way to get a better understanding of the people that work for you and if you’re anything like an INFP, it’s a good starting point to helping your team reach their full potential.
We have tons of advice on getting a better understanding of your team. Try this article on managing multigenerational teams in the contact center.