Customer Effort Contact Center Agent Series

5 tests for entry-level contact center environment where the main focus of the job is customer service.

Description

The Customer Effort Contact Center Agent series offers a suite of complementary solutions for a variety of related customer/contact center assessment needs. They include:

• Customer Effort Contact Center Agent
• Customer Effort Contact Center Agent Advanced
• Customer Effort Contact Center Agent Sales
• Customer Effort Contact Center Bilingual
• Customer Effort Contact Center Remote Agent

Job Level: Entry-level
Job Family/Title: Contact Center
Languages Available: US English
Number of Sittings: One
Approximate Completion Time: 40-50 min.
Designed for Unproctored Environment: Yes
Question Format: Multiple choice, Simulation

The Customer Effort Contact Center Agent solution is an assessment used for job candidates applying to entry-level positions. These positions are in a contact center environment where the main focus of the job is customer service. 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 Representative, Contact Center Agent, Customer Service Agent, and Customer Service Representative.

Measures: Promoting Low Customer Effort, Control Quotient Potential, Navigation, Data Entry Accuracy, Data Entry Speed, Tactful Problem Solving, Professional Potential, Conscientiousness, Customer Focus.

The Customer Effort Contact Center Advanced Agent solution is an assessment used for job candidates applying to entry-level positions that require some prior experience. These positions are in a contact center environment where the main focus of the job is customer service. Sample tasks for these jobs include, but are not limited to: interacting with customers on the phone to provide information; taking orders, and 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 Representative II, Senior Contact Center Representative, Customer Service Agent II, and Customer Service Representative, Advanced.

Measures: Promoting Low Customer Effort, Control Quotient Potential, Navigation, Data Entry Accuracy, Data Entry Speed, Tactful Problem Solving, Professional Potential, Conscientiousness, Customer Focus, Achievement

The Customer Effort Contact Center Sales Agent solution is an assessment used for job candidates applying to entry-level positions. These positions are in a contact center environment where the main focuses of the job are sales and customer service. Sample tasks for these jobs include, but are not limited to: promoting products to customers; persuading customers to buy products; completing a transaction with a customer; interacting with customers on the phone to provide information; taking orders; 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 Sales Representative, Contact Center Sales Representative, and Contact Center Sales Agent.

Measures: Promoting Low Customer Effort, Control Quotient Potential, Navigation, Data Entry Accuracy, Data Entry Speed, Tactful Problem Solving, Professional Potential, Conscientiousness, Customer Focus, Tolerance For Pressure

The Customer Effort Contact Center Bilingual Agent solution is an assessment used for job candidates applying to entry-level positions in a contact center environment. These positions require a bilingual representative where the main focus of the job is customer service. Sample tasks for these jobs include, but are not limited to: interacting with both English and Spanish speaking 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 Representative, Contact Center Agent, Customer Service Agent, and Customer Service Representative.

Measures: Promoting Low Customer Effort, Control Quotient Potential, Navigation, Data Entry Accuracy, Data Entry Speed, Tactful Problem Solving, Professional Potential, Conscientiousness, Customer Focus,

The Customer Effort Contact Center Remote Agent solution is an assessment used for job candidates applying to entry-level positions. These customer service-focused jobs are conducted from a remote work environment such as the employee’s home. 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. This solution differs from a standard call center agent solution by adding some assessment content targeting one’s preference for multitasking. Potential job titles that use this solution are: Remote Call Center Representative, Remote Contact Center Representative, At-Home Customer Service Agent, and Remote Customer Service Representative.

Measures: Promoting Low Customer Effort, Control Quotient Potential, Navigation, Data Entry Accuracy, Data Entry Speed, Tactful Problem Solving, Professional Potential, Conscientiousness, Customer Focus, Multitasking Preferences.

Knowledge, Skills, Abilities and Competencies

Promoting Low Customer Effort: This measures the ability to manage contact center work in a way that relieves the amount of effort the customer has to engage in to achieve the desired result. This component is made up of the ability to navigate contact center systems quickly and easily and to respond in a way that fully addresses the issue, including issues that may be initially unforeseen by the customer.

Control Quotient Potential: This measures the ability to handle high pressure contact center situations, including the tendency to take responsibility for actions, respond well to difficult social situations, and maintain concentration on tasks over extended periods of time.

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.

Professional Potential: This is a measure of the tendency to have potential for professional success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.

Conscientiousness: This measures the tendency to be aware of and follow company policies and procedures, including working in an organized manner, returning from meals and breaks on time, and working when coworkers are not working.

Customer Focus: This measures the tendency to show persistent enthusiasm when interacting with customers. This trait is characterized by apologizing sincerely for inconveniences, being patient, tolerating rude customers calmly, and searching for information or products for customers.

Tolerance for Pressure: This is a measure of the tendency to suggest or show alternative solutions based on customer needs. This trait is characterized by: directing conversation toward a commitment/order/sale; showing confidence even after a hard refusal/rejection; and striving to close a transaction every time.

Multitasking Preferences: This measures a candidate’s preference for engaging in multiple tasks simultaneously, such as talking to customers on the phone while at the same time looking up information on a computer system.

Additional information

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