| | Call Center Skills Test
 |
Date
introduced: 2001 |
|
Administration
time: 60 minutes |
|
Booklet and Internet versions available |
Purpose
To evaluate the
capability and aptitude of an individual required for a position in a call
center.
General
Description
The Call Center Skills Test, from which a four-page report
is provided to the client, is ideal for evaluating the potential of candidates
with or without prior “call center” experience. It measures the following
criteria:
| telephone
etiquette and the ability to respond professionally to clients on the
telephone
|
| the
candidate's ability to use proper grammar
|
| vocabulary
skills relevant to a call center position
|
| attention
to detail and ability to follow specific instructions
|
| basic
math, logic, analytical and telephone problem solving skills
|
Positions for
which the test is appropriate
This test is used
to pre-screen job applicants and in-house personnel in the following positions:
|
Call
Center Representative
|
|
Non-technical
Help Desk
|
Job criteria
measured
|
telephone
etiquette
|
|
ability to
respond professionally to clients on the telephone
|
|
grammar
|
|
vocabulary
skills
|
|
attention
to detail
|
|
ability to
follow specific instructions
|
|
basic math
|
|
logical
and analytical skills
|
|
telephone
problem solving skills
|
Test
administration
The test requires
only clerical supervision to administer and takes 60 minutes to complete. Each
section is timed.
Sample questions
(segments)
1.
An irate caller reaches you and starts berating your company’s service
on a particular product that has been controversial. You should:
a.
Completely avoid talking about the specific product and change the topic.
b.
Listen carefully to the caller, take their number, and promise to get the
appropriate person to call back to resolve any issues.
c.
Take the offensive when a caller brings up the controversial subject and
try to convince the caller that they are mistaken.
d.
Tell the caller that the company is aware of the problem and is taking
steps to fix it.
e.
Just listen - you can’t please everyone.
ANS.LINE
_____
Sample Candidate
Evaluation Report
Click
here to view a sample detailed evaluation report.
Evaluation
The
overall rating is based on scores according to the following table
| Score |
Rating |
Recommendation |
| 80-100% |
SUPERIOR |
Candidate demonstrates very strong abilities
necessary to succeed in a “call center” job
position. |
| 70-79% |
GOOD |
Candidate will likely be an above average
performer in a “call center” job
position. |
| 60-69% |
MODERATE |
Candidate displays only moderate abilities
necessary to be successful in a “call center” job
position. |
| 59% or Less |
LOW |
Candidate will likely be a below average
performer in a “call center” job
position. |
Validation Information
May
2001:
The Call Center Agent must accomplish twelve tasks to successfully
perform his/her job responsibilities. Within
the scope of testing, a total of 53 traits were judged to be essential to
accomplishing these tasks. Of these 53
traits, 31 are assessed by one or more questions in the Call Center Skills Test.
Thus, the test battery assesses a significant portion (58.5%) of the
intended domain. As well, if the relative importance of the essential traits tested
is compared to the ''weighted'' importance of the task, the overlap percentage
improves to 60.6% for the Call Center Agent job position. Given
the demonstrated relationship between the abilities and traits required to
perform the twelve key tasks of the Call Center Agent job, and those measured by
the Call Center Skills Test, the test represents a content valid evaluation
device for that position.
March
2002:
The Customer Contact Trainee/Representative 1 must accomplish thirteen tasks to successfully perform his/her job responsibilities. Within the scope of testing, a total of 50 traits were judged to be essential to accomplishing these tasks. Of these 50 traits, 31 are assessed by one or more questions in the Call Center Skills Test. Thus, the test battery assesses a significant portion (62.0%) of the intended domain. As well, if the relative importance of the essential traits tested is compared to the ''weighted'' importance of the task, the overlap percentage improves to 70.4% for the Customer Contact Trainee/Representative 1 job position.
Given the demonstrated relationship between the abilities and traits required to perform the thirteen key tasks of the Customer Contact Trainee/Representative 1 job, and those measured by the Call Center Skills Test, the test represents a content valid evaluation device for that position.
Languages
published
| English |
|
