Service employees in subordinate service roles, such as call centre staff,
cashiers and waiting staff, are crucial to their firms' operational efficiency
and quality of service. However, due to such reasons as the stressful nature of
the work, staff turnover in the industry is high. This presents a significant
problem to HR departments, which continually need to sift through a high volume
of applicants. Such a process can be very inefficient.
This research suggests an answer to this inefficiency: that of using
web-based psychometric sifting tests at the start of the recruitment process
rather than at the end. Such tests can efficiently weed out significant numbers
of unsuitable candidates. Although there can be signficant upfront costs to
cover the development of these tests, the research finds that the remaining
candidates are better suited to their frontline roles than those selected
through the traditional hiring process, meaning that the personalised next
steps in recruitment should prove less wasteful in terms of time and costs.
The research paper is currently available to read online at ScienceDirect.