Call Center and Customer Service Tests

Call centers often operate as vital sources of information and communication in the modern business world. For many customers, the voice on the other end of the phone is their primary or only contact with your organization. The voice they hear and the information they receive is how they will perceive the warmth, personability and helpfulness of your company.

It should go without saying that it’s imperative to hire and retain people who are qualified for the task. But how can you know from a resume and cover letter whether applicants possess the right experience, qualities, persona and prior training?

Total Testing provides assessments specific to call center and customer service skills. Our testing includes customer service scenario tests and call center skills assessments that measure every aptitude from spelling to data analysis. Depending on the nature of the role, you can test candidates on their telephone skills or sales abilities.

After choosing and administering each pre-employment test, you will receive a report that breaks down the candidate’s results. This report will include a general overview of their tested abilities and specific information about how they scored on each skill set. You can compare the candidates directly using quantifiable data to assess which are the strongest potential new hires.

Additionally, our service aptitude questions provide valuable information regarding what level of future training may be required and in which specific arena. You won’t waste any more time on general one-size-fits-all training. No more hiring candidates who turn out to be poor employees. And no more high employee turnover or disappointing job performances. Our tests help you hire the right people for the job, right on time.

When it comes to call centers and customer service, it’s about more than knowing the correct information or successfully operating a telephone. These basic functions are crucial, of course — and have tests specifically geared toward assessing them — but there is a bigger need.

Employees must communicate clearly and cohesively to succeed in these areas. They need to make quick decisions, possess strong critical thinking abilities and know-how to handle conflict resolution. A strong candidate will also be positive, outgoing and comfortable speaking with strangers over the phone.

You cannot necessarily check these qualities through an application or interview. Unless hiring managers spend a significant amount of time using simulation testing and extensively assessing each candidate, you may unintentionally yet consistently make faulty hiring choices.

Pre-employment testing helps narrow down the field. You will glean insights that will save valuable money and time during the hiring process, allowing you to make important decisions faster and more confidently.

Total Testing’s selection of customer service and call center tests covers a wide range of skill sets. Choose specific topics such as an international geography spelling test, or opt for a customer service scenarios test to see how a candidate performs in real-world scenarios. If the position requires regular or intensive knowledge of reading or math, you’ll want to ensure the successful candidate is fully qualified. In this case, you may choose to administer a pre-employment postal codes test or a spelling test.

There are many advantages to screening candidates through our series of pre-employment tests. The top Total Testing benefits include:

• Get your confidence back: When you use pre-employment testing, you know what kind of candidate you’re hiring and what they can do. You can base your hiring decision on quantifiable data that details the candidate’s level of customer service or call center skills. You don’t need to rely on gut instinct or hope they are fully qualified for the role — you will know they are. The candidate will have already proven it.
• Customize tests for your needs: You can customize almost all Total Testing assessments. This gives you the ability to add or remove questions, add a time limit, include specialized instructions, allow a certain number of acceptable tries and more. As a result, you’ll do away with unnecessary content and hone in on the skills that matter.
• Call in the professionals: All Total Testing material is professionally created and independently validated. In addition to a high level of research, we’re a small company. This means we’ll answer the phone when you call and answer your questions as they arise. When you contact Total Testing, you’ll speak to a real person on the other end. We’ll work alongside you to customize tests, help you narrow down your needs and ensure the result is what you’re searching for.
• Use your time efficiently: Pre-employment tests enable you to sift through a large candidate pool and arrive at the most qualified choices quickly and easily. As an HR professional, you will save countless hours on administering surveys and conducting preliminary interviews. Let these aptitude tests do the heavy lifting. As a result, your hiring process will cut down on time while increasing quality, allowing you to fill those open positions quickly and confidently.

Hiring and retaining people with the right skills is the key to success in the modern call center. With 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 assessments provides a series of advanced computer-based tests that accurately measure the 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.

If you are in the market for quality pre-employment testing you can trust, feel free to contact Total Testing. Our team will be happy to answer any questions you may have and help you every step of the way, from your first customization to easy to read compiled reports.

Submit a contact form with your contact information to learn more. A Total Testing representative will reach out to you right away. If you’re interested in sampling a preview of one of our call center or customer service skills tests, all you have to do is ask. To obtain a free demo, fill out a request form and a team member will get in touch with you shortly to give you the demo you’re looking for.

With our unique Pay-As-You-Go model, you’ll only need to purchase the tests you need, as you need them. No monthly premiums, year-long contract or subscriptions required.

Are you ready to get started? Browse our line of products or sign up for fast access to begin today!