Customer Care Simulation

speed and accuracy at listening and entering information in a simulated call center environment.

Description

The Customer Care Simulation test measures a candidate’s speed and accuracy at listening and entering information in a simulated call center environment. Within a test, two types of calls are simulated. The first type simulates a customer requesting information regarding products, and the second type simulates a customer ordering products. Candidates are provided with one practice call of each type, and four or eight calls of each type are scored as part of the Expanded version. Different actors are used in each call, and the accent of the caller is varied across calls.

Job Family/Title: Call Center Representative
Time Allowed: 10 minutes time limit (for timed tests)
Number of Sittings: One
Designed for Unproctored Environment: Yes
Question Format: Call Center
Product Category: Call Center

The Customer Care Simulation tests measures the following areas:

• Calls Per Hour Rate
• Number of Repeats
• Number of Correct Fields
• Number of Incorrect Fields
• Average Errors Per Call
• Gross Keystrokes Per Hour
• Gross Keystrokes Per Minute
• Time Taken

Additional information

Appropriate For

Depth

Administration Time

Format

Scoring Options

Language

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