Are there any potential drawbacks with Oxygen’s approach to recruitment? What underlying psychological characteristics are being assessed at each stage? Based on the information provided in Table...

Are there any potential drawbacks with Oxygen’s approach to recruitment?

What underlying psychological characteristics are being assessed at each stage?

Based on the information provided in Table 4.1, what do you think the overall psychometric quality of such

a procedure might be? Take into account what you know about the criterion of successful performance

for call centre agents might be, the use of both recruitment agencies and team leaders to carry out the

assessment, and the wider labour market context of the call centre.