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Call Center and Customer Service Test Details

Hiring and retaining people with the right skills is the key to success in the modern call center. With the Call Center tests you can easily determine whether applicants are ready for the job, or if existing employees require specific training.  Our Call Center Skills provides a series of advanced computer-based tests that accurately measure knowledge and skills required for effective work as a call-center representative. Independently validated, these tests are designed to help save time, money, and effort in call center recruitment, training, and turnover. Tests include:


Audio Data Entry

Attitudes & Aptitudes  Duration/ Items Description

n/a

5 minute timed test

Examinees enter data into online forms from audio input 

5 minute timed test

Audio Data Entry - Call Center

Attitudes & Aptitudes  Duration/ Items Description

n/a

10 minute timed test

Listening to a simulated marketing call, examinees are asked to type the required information into an on-screen form. 

10 minute timed test

Coding

Attitudes & Aptitudes  Duration/ Items Description

n/a

24 questions

Examinees are asked to select the correct button on a telephone from a list of extensions, area codes, country codes and departments.

Untimed - 24 questions

Data Analysis

Attitudes & Aptitudes  Duration/ Items Description

n/a

20 questions

Examinees are shown various price charts and asked to determine which price would be charged for different scenarios.

Untimed - 20 questions

Sales

Attitudes & Aptitudes  Duration/ Items Description

n/a

26 questions

Call Center - Sales questions on topics such as sales strategies, features vs. benefits, needs vs. desires, closing a sale as well as effective sales techniques

Untimed - 26 questions

Service

Attitudes & Aptitudes  Duration/ Items Description

n/a

19 questions

Call Center - Service questions on topics such as how best to deal with dissatisfied customers, proper telephone skills as well as Call Center - Service techniques.

Untimed - 19 questions

Telephone Skills

Attitudes & Aptitudes  Duration/ Items Description

n/a

30 questions

Call Center – Telephone Skills questions on topics such as holding and forwarding calls, taking and leaving messages, telephone etiquette as well as telephone terminology.

Untimed - 30 questions 

Customer Service Simulation (Audio Interactive)

Attitudes & Aptitudes  Duration/ Items Description

n/a

35-55 minutes

This multimedia assessment measures key customer service competencies in a simulated call center scenario. Test takers must decide how to effectively respond to callers while dealing with distractions and generating the best outcome across a variety of scenarios. Test measures customer service, rules adherence, multitasking, keyboarding and call management.

 

Test can take up to 55 minutes

Sales Scenarios

Attitudes & Aptitudes  Duration/ Items Description

n/a

16 questions

Assesses a test-takers ability to identify customer needs, describe features and benefits, sales planning, attitudes, preparation, confidence, cold-calling and prospecting, & identifying buying readiness

Untimed - 16 questions

Data Entry - Sales (Leads)

Attitudes & Aptitudes  Duration/ Items Description

n/a

5 minute

Data Entry - Sales (Leads)

5 minute timed test

Data Entry - Sales (Orders)

Attitudes & Aptitudes  Duration/ Items Description

n/a

5 minute

The applicant is asked to type information from a sales order into an on-screen form.

5 minute timed test

Postal Codes

Attitudes & Aptitudes  Duration/ Items Description

n/a

40 questions

Examinees are asked to enter the abbreviated names for US States, US Territories and Canadian Provinces.

Untimed - 40 questions 

Postal Codes (Audio)

Attitudes & Aptitudes  Duration/ Items Description

n/a

35 questions

Listening to an audio tape, examinees are asked to enter the abbreviated names for US States, US Territories and Canadian Provinces.

Untimed - 35 questions

Spelling - (Audio)

Attitudes & Aptitudes  Duration/ Items Description

n/a

30 questions

Listening to an audio tape, examinees are asked to type the correct spelling for various words.

Untimed - 30 questions

Spelling - Geography

Attitudes & Aptitudes  Duration/ Items Description

n/a

40 questions

Examinees are asked to select the correct spelling of countries as well as US and international cities and states.

Untimed - 40 questions

Spelling - International Geography (Audio)

Attitudes & Aptitudes  Duration/ Items Description

n/a

40 questions

Listening to an audio tape, examinees are asked to type the correct spelling of countries as well international cities and states.

Untimed - 40 questions

Spelling - US Geography (Audio)

Attitudes & Aptitudes  Duration/ Items Description

n/a

40 questions

Listening to an audio tape, examinees are asked to type the correct spelling of US cities and states.

Untimed - 40 questions


 

Questions?

Technical Requirements for Test