During the needs-analysis and review process, Thomas International and Yellow Pages collaborated to develop a solution that was specific to Yellow Pages’ unique business environment. The overall solution included Thomas’ Benchmarking analysis, along with the use of the Personal Profile Analysis (PPA), a workplace behavioural assessment.
Thomas’ Benchmarking analysis is a service that helps organizations understand the characteristics that make for success in their roles. Assessment results along with key performance indicators (KPI’s) for the role, are reviewed using statistical analysis methods.
Detailed reporting on probability values that meet statistical significance, along with findings from regression analysis are presented back to the organization. Included with this are recommendations and strategies to apply the findings to talent acquisition and management processes, all supported by the scientific findings from the Benchmarking analysis.
The PPA which is a work based behavioural assessment provides an accurate insight into how people behave at work, answering questions such as: what are their strengths and limitations? How do they communicate? Are they self-starters? What motivates them?
The KPI’s for both the call center and face to face roles were supplied to Thomas’ psychology team. The KPI’s included metrics such as:
Revenue Before Service (RBS)
Revenue After Service (RAS)
Percentage Target RAS
Net Gain – in revenue amount and in reference to target
New in Net Account (NINA):