Screen candidates for telemarketing and in-bound/out-bound call center roles where listening, communication stress tolerance and trainability are key, using the Call Center Customer Service Representative Test.  Before you invest time and money to train a new employee, test your applicants for:

• Listening Skills
• Friendliness/Pleasantness
• Communication Skills
• Assertiveness
• Conflict Resolution Skills
• Time Management
• Verbal/Reading
• This test provides the answers you need to make informed hiring and promotion decisions.

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Purpose: 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.

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.