The document discusses the modern hiring process and assessments for customer service roles, including screening candidates based on their minimum intellectual abilities, behavioral traits like emotion management and motivation, and situational judgement. It also covers assessing candidates based on their voice, accent, grammar, fluency, vocabulary, and comprehension skills to determine if they are able to properly communicate and understand customer queries.

1. YOU ARE JUST ONE
CLICK AWAY FROM MASTERING THE
MODERN HIRING PRACTICES!

2. SCRUTINY OF
CSO ASSESSMENT
SPECIFIC APTITUDE
Minimum Intellectual Abilities
required for problem-solving.
BEHAVIOURAL TRAITS
Emotion Management, Motivation,
Empathy, Conscientiousness,
Positivity, Presence Of Mind, and
Task Orientation.
SITUATION
JUDGEMENTAL
Decision making.
1 2 3

3. FILTERING THROUGH
VOICE AND ACCENT ASSESSMENT

4. COMPREHENSIBLE ACCENT
Proper Pronunciation
1

5. APPROPRIATE GRAMMAR
Conveying Correctly
2

6. FLUENCY OF SPEECH
Pleasing to Communicate
3

7. VOCABULARY
Understands and uses
general terms and phrases.
4

8. COMPREHENSION
Understands customer
queries and issues.
5