Call Center Customer Service Representative Test

Will assess whether a person has the attitudes, aptitudes and personality to work as a customer service representative for call centers.

Description

Purpose: CCCSRT will assess whether a person has the attitudes, aptitudes and personality to work as a customer service representative for call centers.

APPLICATION:

  • Pre-employment
  • Professional development
  • Sales and customer service training

SCALES:

  • Listening Skills
  • Friendliness/Pleasantness
  • Social Insight
  • Helpfulness
  • Social Skills
  • Communication Skills
  • Assertiveness
  • Conflict Resolution Skills
  • Patience
  • Performance Under pressure
  • Thick-skinned
  • Time Management
  • Organizational Skills
  • Meticulousness
  • Independence
  • Verbal/Reading
  • Comprehension Skills
  • Quick Thinking
  • Problem-solving
  • Computer Savvy
  • Trainability

No. of questions: 137
Question type: Situational, self-report
Estimated completion time: 45 minutes
Shorter versions of assessment: N/A
Recommended age level: 18+
Qualification Level: Class A
Compliance: APA standards; EEOC standards (gender, age, disability)
Validation Information:
Sample Size: 681
Cronbach’s Alpha: 0.97

Features

Benchmarks: Available (general population and customer service reps)
Interview Questions: Available
Group Comparisons: Available

Report Includes:

  • Summary
  • Introduction
  • Graphs
  • Detailed narrative interpretation
  • Strengths and Limitations
  • Advice
  • Impression Management

Factors and Scales:

Overall Score plus 5 factors, divided into 20 scales:

  • People Skills: Overall ability to deal effectively and appropriately with others.
  • Mental/Emotional Toughness: Ability to cope with the challenges encountered in this field.
  • Efficiency: Involves traits/skills that help a person complete work tasks competently.
  • Cognitive Skills: Assesses intelligence-related skills that can be an asset in customer service.
  • Resourcefulness: Refers to traits/skills that can make easing into a customer service call center position smoother.

Additional information

Appropriate For

Administration Time

Depth

Format

Scoring Options

Language

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