The Contact Center – Business Retention Agent solution is an assessment used for job candidates applying to entry-level positions in a contact center environment where the main focus of the job is customer service with a business retention emphasis. Sample tasks for these jobs include, but are not limited to: interacting with customers on the phone to provide information; taking orders; solving product or service issues; responding positively to difficult or irate customers; navigating within multiple applications to find and view customer account details; and typing information quickly and accurately. Potential job titles that use this solution are: Call Center Retention Agent, Call Center Representative, Contact Center Business Retention Agent, Customer Service Agent, and Customer Service Representative.
Job Level: Entry-level
Job Family/Title: Contact Center
Languages Available: English (US)
Number of Sittings: One
Approximate Completion Time: 36 min.
Designed for Unproctored Environment: Yes
Question Format: Multiple choice, Simulation
Knowledge, Skills, Abilities and Competencies
Navigation: This measures a candidate’s interactions within a realistic contact center environment by providing a workspace that simulates multiple customer service-based applications running on a Windows desktop simultaneously.
Service Orientation: This measures a candidate’s tendency to focus on meeting customers’ needs in a simulated telephone call context. This includes the tone and language used to respond to customers’ questions, apologizing when appropriate, and providing solutions that directly relate to customers’ requests.
Tactful Problem Solving: This measures a candidate’s tendencies to engage in problem solving with customers in the context of simulated telephone calls. This includes acquiring necessary information from both customers and systems to understand the nature of the problem, working through ambiguity to determine the correct answer, and tactfully explaining the resolution of the situation to customers.
Data Entry Speed: This measures a candidate’s ability to listen to and record information received from customers quickly.
Data Entry Accuracy: This measures a candidate’s ability to listen to and record information received from customers accurately.
Achievement Orientation: This measures the potential for success in entry-level jobs. This scale measures self-esteem and developmental indicators of success in entry-level customer service jobs through questions regarding developmental influences, self-esteem, work history, and work-related values and attitudes.
Persistence: This is a measure of the tendency to set specific goals and work hard to achieve these goals. This trait is characterized by: suggesting the best solution for customer needs; being able to direct conversations towards a commitment/order/sale; and continuing to try if not successful the first time.