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ABLE norm tables - helpline

Please click on the group description to see the relevant T-score and percentile tables. The original standardisation sample has been included as the first table. This is to make comparisons against existing results easier for existing ABLE users.

Group no. Group description Group size Mean SD
1 Standardisation sample: mixed group of customer service and clerical employees, FE students and undergraduates 121 15 5.73
2 Applicants for customer service roles in call centres from three different companies 50 13.64 5.97
3 Applicants for customer service advisor positions within a financial services call centre 886 11.05 5.39
4 Applicants for the role of sales and service advisor within a telephone banking call centre 978 11.61 6.05
5 Applicants for the role of team leader within a telephone banking call centre 111 12.59 6.47
6 Applicants for customer service agent roles within a former public sector business 140 12.17 5.76
7 Applicants for roles as 999 emergency operators with a UK police force 357 12.70 5.86

Helpline group 1

Standardisation sample: mixed group of 121 individuals; 54 students at FE colleges, 18 undergraduates, 49 employed in a mixture of customer service and clerical roles with five different companies. Sixty graduates and 47 undergraduates. Of the former, 50 were job applicants and a further four were in full-time employment.

Mean: 15 (calibrated) Age range: 16 to 54, mean of 25 years
SD: 5.73 Gender: 42% male, 58% female
Sample size: 121 Background: 37% from minority groups

T-score table
Raw T-score Raw T-score
0 25 16 52
1 27 17 53
2 28 18 55
3 30 19 57
4 32 20 58
5 33 21 60
6 35 22 62
7 37 23 63
8 38 24 65
9 40 25 67
10 42 26 68
11 43 27 70
12 45 28 72
13 47 29 73
14 48 30 75
15 50
Percentile table
Raw Percentile Raw Percentile
0-2 1 16 58
3 2 17 62
4 4 18 69
5 5 19 76
6 7 20 79
7 10 21 84
8 12 22 88
9 16 23 90
10 21 24 93
11 24 25 95
12 31 26 96
13 38 27 98
14 42 28-30 99
15 50

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Helpline group 2

Applicants for customer service roles in call centres from three different companies.

Mean: 13.64 Age range: Not recorded
SD: 5.97 Gender: 42% male, 58% female
Sample size: 50 Background: Not recorded

T-score table
Raw T-score Raw T-score
0 27 14 51
1 28 15 52
2 30 16 54
3 32 17 56
4 34 18 57
5 36 19 59
6 37 20 61
7 39 21 62
8 41 22 64
9 42 23 66
10 44 24 67
11 46 25 69
12 47 26 71
13 49 27 72
28 74
29 76
30 77
Percentile table
Raw Percentile Raw Percentile
0-2 1 14 52
3 2 15 62
4-5 4 16-17 68
6 6 18 72
7 8 19 74
8 14 20 78
9 22 21 86
10 16 22 90
11 36 23 92
12 44 24 94
13 48 25 96
26 98
27-30 99

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Helpline group 3

Applicants for customer service advisor positions within a financial services call centre.

Mean: 11.05 Age range: Not recorded
SD: 5.39 Gender: Not recorded
Sample size: 886 Background: Not recorded

T-score table
Raw T-score Raw T-score
0 30 12 52
1 31 13 54
2 33 14 55
3 35 15 57
4 37 16 59
5 39 17 61
6 41 18 63
7 42 19 65
8 44 20 67
9 46 21 68
10 48 22 70
11 50 23 72
24 74
25 76
26 78
27-30 80
Percentile table
Raw Percentile Raw Percentile
0-1 1 10 53
2 3 11 60
3 6 12 66
4 10 13 71
5 13 14 76
6 20 15 81
7 25 16 85
8 34 17 88
9 43 18 91
19 92
20 94
21 96
22 97
23-25 98
26-30 99

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Helpline group 4

Internal and external applicants for full-time and part-time posts as a sales and service advisor within a telephone banking call centre.

Mean: 11.61 Age range: Not recorded
SD: 6.05 Gender: Not recorded
Sample size: 978 Background: Not recorded

T-score table
Raw T-score Raw T-score
0 31 12 51
1 32 13 52
2 34 14 54
3 36 15 56
4 37 16 57
5 39 17 59
6 41 18 61
7 42 19 62
8 44 20 64
9 46 21 66
10 47 22 67
11 49 23 69
24 70
25 72
26 74
27 75
28 77
29 79
30 80
Percentile table
Raw Percentile Raw Percentile
0 1 11 53
1 2 12 57
2 4 13 63
3 8 14 68
4 12 15 74
5 17 16 79
6 22 17 83
7 27 18 87
8 35 19 89
9 42 20 91
10 48 21 94
22 95
23 96
24 97
25 98
26-30 99

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Helpline group 5

Applicants for the role of team leader within a telephone banking call centre.

Mean: 12.59 Age range: Not recorded
SD: 6.47 Gender: Not recorded
Sample size: 111 Background: Not recorded

T-score table
Raw T-score Raw T-score
0 31 13 51
1 32 14 52
2 34 15 54
3 35 16 55
4 37 17 57
5 38 18 58
6 40 19 60
7 41 20 61
8 43 21 63
9 44 22 65
10 46 23 66
11 48 24 68
12 49 25 69
26 71
27 72
28 74
29 75
30 77
Percentile table
Raw Percentile Raw Percentile
0-1 1 12 52
2-3 4 13 55
4 8 14 58
5 11 15 63
6 19 16 70
7 31 17 77
8 33 18 83
9 39 19 87
10 45 20 91
10 50 21-22 92
23-25 96
26-28 97
29-30 99

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Helpline group 6

Internal and external applicants for customer service agent roles within a former public sector business.

Mean: 12.17 Age range: 19 to 63, mean of 32 years
SD: 5.76 Gender: 29% male, 71% female
Sample size: 140 Background: 6% from minority groups

T-score table
Raw T-score Raw T-score
0 29 13 51
1 31 14 53
2 32 15 55
3 34 16 57
4 36 17 58
5 38 18 60
6 39 19 62
7 41 20 64
8 43 21 65
9 44 22 67
10 46 23 69
11 48 24 71
12 50 25 72
26 74
27 76
28 77
29 79
30 80
Percentile table
Raw Percentile Raw Percentile
0-4 1 13 55
5 2 14 60
6 5 15 67
7 12 16 76
8 18 17 81
9 26 18 85
10 34 19 86
11 40 20 88
12 47 21 91
22 92
23 94
24 95
25 96
26-27 97
28 98
29-30 99

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Helpline group 7

Applicants for roles as 999 emergency operators with a UK police force.

Mean: 12.70 Age range: 18 to 55, mean of 32 years
SD: 5.86 Gender: 28% male, 72% female
Sample size: 357 Background: 12% from minority groups

T-score table
Raw T-score Raw T-score
0 28 13 51
1 30 14 52
2 32 15 54
3 33 16 56
4 35 17 57
5 37 18 59
6 39 19 61
7 40 20 62
8 42 21 64
9 44 22 66
10 45 23 68
11 47 24 69
12 49 25 71
26 73
27 74
28 76
29 78
30 80
Percentile table
Raw Percentile Raw Percentile
0 1 13 54
1 2 14 58
2 4 15 66
3 5 16 73
4 7 17 76
5 10 18 82
6 14 19 86
7 16 20 89
8 21 21 92
9 27 22 95
10 31 23 96
11 38 24 97
12 46 25 98
26-30 99

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