A recently completed study investigated the relationship between ServiceKey® scale scores and overall productivity among customer service representatives (n = 199) at two call centers. The following scales were positively correlated with a productivity variable by which service agents were evaluated and ranked:
• Controlling
• Performing
• Goal
• Sales Identity
• Focus
A binary regression analysis was performed to assess the extent to which ServiceKey® predicts the overall productivity score as determined by the Company. This model was statistically significant. The model as a whole explained between 20% of variance in a company-generated composite performance score and correctly predicted productivity 68% of the time based on this sample.