Determining Competencies for Successful Job Roles
As a Certified Assessor from the BPS, and having a Master's in Psychology, my recommendation is to first determine what competencies are required to be successful in the job role. Once you know what specific behaviors and abilities are needed, you can decide how to evaluate them.
Types of Tests for Candidate Evaluation
Ability tests, which are a form of psychometric test, will give you a read on the candidate's ability to process and use verbal, numeric, and abstract information. Personality tests can offer insight into the types of attributes and preferences of the candidate. This will allow you to see if they match the attributes of a successful representative.
Combining Assessment Tools
Furthermore, tests should never be used alone; you need at least one other assessment tool, such as a behavioral-based interview, a role play, or a case study, etc. I appreciate that everyone is concerned about the cost-effectiveness of assessment on the front end, but it's important to consider the true costs of a bad hire.
Regards,
Bruncha