Evaluation of Two New Assessment Methods for Selecting Telephone Case Study - 1

Evaluation of Two New Assessment Methods for Selecting Telephone Customer Service Representatives - Case Study Example Other statistics were also close except r-value with work sample (C), and this could be treated as an outlier. A significant level of consistency is also evident in statistics for results for work sample (T) and results for work sample (C). In all the three results, consistency exists in significant r-values and the use of quantitative approach in analyzing the data further establishes reliability because of freedom from barriers such as effects of emotions. The study’s sample size is also large enough to establish internal consistency and its value that is greater than 30, suitable for normal approximations and relatively large for the population size, explains this. Data collection also included a second rater throughout the process, a factor that eliminated bias. In addition, the replication was done within a short period and therefore eliminated maturation confound. The use of predetermined evaluation criteria for the work sample tests also eliminated possible examiner bia s or uninformed and arbitrary evaluations. These features therefore establishes internal reliability of the evaluations and means that the analysis results are suitable for informing decisions on the organization’s recruitment and staffing decisions (Grinnell & Unrau 124). Similarly, key measures of validity inform its evaluation. Measurement validity is the degree to which a measure meets its intended objectives and analysis of used measures identifies validity. Speed, accuracy, and interpersonal skills are accurate measure of customer-service-relation competence because of identifiable relationship with deliverables. Speed indicates ability to meet demand for phone bookings that is growing, accuracy indicates the ability to satisfy customer my making correct deliveries at the right times, while interpersonal skills identifies ability to develop relationships between customers and the organization for