1. Based on Table 4.1 and the validity coefficients, what is the overall psychometric quality of this procedure? 

2. Explain the ‘balance of power’ in the selection process between employers, candidates and other stakeholders. 

3. What recommendations would you give the call centre on their selection process? Refer to Table 4.2. 

The case of Moneyflow shows an attempt to implement psychometric principles in the selection of customer service agents in call centres (the use of multiple methods and hurdles, the measurement of individual differences, and the use of performance-based methods) and is typical of many of the larger call centres. Many students may have experience of these processes themselves. Question 1 asks them to think systematically about how accurate and relevant (i.e. reliable and valid) the selection methods are based on psychometric quality. Question 2 broadens out to allow them to consider the alternative perspectives introduced in the chapter, particularly the wider strategic context and applicant perceptions. Question 3’s recommendations should be based on the points raised in response to Questions 1 and 2.