Purpose: CCCSRT will assess whether a person has the attitudes, aptitudes and personality to work as a customer service representative for call centers.
- Professional development
- Sales and customer service training
- Listening Skills
- Social Insight
- Social Skills
- Communication Skills
- Conflict Resolution Skills
- Performance Under pressure
- Time Management
- Organizational Skills
- Comprehension Skills
- Quick Thinking
- Computer Savvy
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)
Sample Size: 681
Cronbach’s Alpha: 0.97
Benchmarks: Available (general population and customer service reps)
Interview Questions: Available
Group Comparisons: Available
- Detailed narrative interpretation
- Strengths and Limitations
- 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.