Call centre tests measure the skill set and character traits of individuals applying for a position in a call centre environment.
Call centre skills tests assess job applicants on their ability to articulate the necessary skills to succeed in a call centre position.
Naturally, having a confident phone manner is required when working in a call centre, but this isn't the only skill employees must demonstrate to be a successful applicant. Information retention and recall, creative problem-solving, and strong organisational ability are all must-haves for a call centre operative. Depending on where you are placed, business acumen may even come in handy.
The tests often cover topics such as reasoning skills for verbal and abstract abilities as well as decision making styles, personality, ethics and confidentiality.
These tests are usually deployed after a candidate has submitted an application form for their chosen call centre role. Most of the time, tests are timed, made up of multiple-choice answers and candidates are given two or three days to submit them.
Due to the timed nature of the tests, candidates scoring highly also prove their ability to perform well under pressure - which is of the utmost importance for a call centre operative.
There are two key types of call centre agents, inbound and outbound. Inbound agents tend to be customer service and support focussed, whilst outbound call centre agents are sales and market research focussed. Both require unique skills, yet have several in common.
All call centre agents must be able to use foresight to reach solutions quickly, be an excellent active listener, able to recall information with ease, and have an approachable demeanour. These aren't visible from reading a resume, which is why recruiters benefit from administering aptitude tests to receive unbiased support identifying the strongest candidates.
Finding the best candidate for the job is rarely an easy task. Call centre jobs attract a high volume of applicants, most with a similar level of experience which doesn't make the process any easier. It's hard to know who out of all those people would perform under pressure on the job.
A call centre skills test removes this challenge and gives employers the ability to distribute skills tests to a large number of candidates, receiving comparative data back to review. The results give an unbiased ranking of your strongest candidates, thus improving the quality of hires efficiently.
The test highlights how proficient a candidate is with the required skills of a call centre agent such as a good technical ability to manage software, good judgement teamed with quick-thinking, personability, verbal reasoning and knowledge retention.
Candidates that don't meet the expected standards for the role can be discarded from the talent pool, reducing the amount of time-consuming personal interviews needed.
Job roles call centre skills tests would be suitable for include:
Results for the Call Centre Test along with other assessments the candidate takes will be compiled to produce a candidate report.
The report is automatically generated and available both online and as a downloadable pdf so they can be shared with other team members and employees alike.
The following tests are useful in measuring the quality of your hires for call centre positions:
A verbal reasoning test assesses an applicant's ability to comprehend large volumes of written or oral information, identifying if the information is true, implied truth or entirely false.
Candidates achieving a high score on this test present outstanding communication skills essential to call centre roles for both understanding the callers' requests, as well as ensuring they are easily understood.
This is all about being able to predict follow up questions and potential challenges ahead of the caller having to address them. An abstract reasoning test measures an applicant's ability to think with fluid intelligence, meaning, they have the foresight and can answer or solve a query before it has to be asked. Solving with speed.
You can be certain a candidate performing well on this time-pressured test would make for a successful hire.
A personality test can be used to gauge whether a candidate would be a good cultural and team fit – for example how well they will build rapport with both the team and callers, how personable they are and how aligned to company values they are.
Traits call centre agents are tested on relating to qualities you would expect a customer-facing, team-oriented role to have. An ideal call centre agent would demonstrate skills in the following, which a personality test can identify:
Job knowledge tests will be particularly specific, measuring a candidate's job readiness'. It will look at working knowledge of call centre systems, processes and data regulations. This identifies candidates who will require less extensive training to carry out their responsibilities.
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Neuroworx provides evidence-based recommendations for tests to use for over 750 jobs. Our recommendation engine leverages data from the Occupational Information Network (O*NET) developed by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA).
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Origins
A typical recruitment process for an accounting firm might look like this:
The key skills required to be successful in a call centre role include:
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