What is it?

  • An online profiling tool, consisting of 60 non-leading questions about sensory processing
  • It measures how individuals respond to their environment through the 7 senses
  • Designed exclusively for the call centre environment to identify people that will be most sustainable to work in sensory overloaded workspaces
  • Fully embedded in research and neuroscience
  • A world-first and innovative tool

How does it work?

  • Call centre clients get secure set-up on our online testing platform
  • Usernames and passwords are provided for the client to use with their current or prospective staff
  • The staff member will complete the non-leading 60 questions which takes ±10 minutes to complete
  • A customised 9-page report gets emailed to the client’s destination email immediately

Value and benefits

  • Reduce attrition and increase tenure
  • Reduce stress and absenteeism
  • Boost performance and keep agents focused and engaged for longer
  • Improve customer satisfaction
  • Ensure effective role allocation and succession planning
  • Save time and money

The Senses on Call™ report

  • Your report will consist of the following:
  • An introduction to sensory intelligence for call centres
  • The value of understanding sensory processing of call centre agents
  • Results and report outline
  • Best-fit work environments
  • Best-fit role allocation
  • Productive seating and equipment
  • Performance tips for team leaders and managers

Best-fit work environment

  • Senses on Call™ result scores – what does it mean
  • Explaining work environments of typical call centres
  • High threshold people are typically best suited for front office calling positions
  • Medium threshold people can be utilised in any environment
  • Low threshold people are typically best suited for back office support positions
  • We match your staff member with the best-fit environment

Best-fit role allocation

  • Each call centre role was benchmarked for sensory overload ratings
  • We match your agent with the best-fit role
  • Collections are busy, fast paced and typically engaging with negative customers
  • Hot desking or hot seating are embraced by seekers while avoiders hate it
  • Sales are busy, high impact and demanding roles that seekers enjoy
  • Service roles are also fast paced but need more time for engaging with the customer
  • Back office roles provide employees with more time and control
  • Quality assurance positions are well suited to avoiders
  • Home-working positions are great for some while others get bored

Productive seating

  • Each sensory system score is an indicator to where the person will be best seated
  • Visual scores assist with the use of dividers and screens
  • Auditory scores assist with the best choice for headsets
  • Touch scores assist with density and cluster seating
  • Smell scores assist with proximity to bathrooms and cafeterias
  • Movement scores assist with proximity to stretch areas
  • Multisensory scores assist with activity levels

Performance tips

  • Sensory threshold scores will highlight typical behaviours
  • Who loves and embrace change?
  • Clarity and repetition of instructions needed
  • Speed or accuracy – know the person’s strength
  • Who need more structure and routine
  • Boredom with scripts – who to adapt for
  • Impulsivity and distraction levels
  • Propensity for detail and data
  • Need for recognition and encouragement

Stress risks

  • Sensory seekers process less stimuli and usually have lower stress risks
  • Sensory seekers have less body awareness and typically manage stress poorly
  • Sensory avoiders process more stimuli and usually have higher stress risks
  • Sensory avoiders have more body awareness and typically manage stress better
  • In call centres avoiders are less resilient and more affected by the environment
  • In call centres seekers are more resilient and less affected by the environment
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