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
