Case Study: Leading branding, digital marketing and communication agency boosts outbound call-center sales and predicts rep success with Criteria Corp's Cognify and Emotify

Digital marketing agency predicts call center sales rep success

A leading branding and digital marketing agency wanted to understand how two pre-hire assessments—Cognify (game-based cognitive aptitude) and Emotify (ability-based emotional intelligence)—related to success in its fast-paced outbound call center, where reps must quickly read prospects’ emotions and learn new information on the fly.

By comparing Cognify and Emotify scores with performance metrics (call volume and length, call quality and conversions), the company found clear predictive relationships: higher Emotify scores were associated with longer, higher-quality conversations and more sales per day, while higher Cognify scores correlated with stronger overall performance ratings—demonstrating both assessments’ value for predicting call center sales success.