A call centre is essential to a company’s operations since it is the hub for engaging customers, raising product awareness, and driving sales.
They serve as an organization’s first and frequently the last impression and demonstrate customer-centricity. Hiring for such a unit is of great importance, and call centre assessments are the most practical tools in the hands of recruiting managers.
This article shares all you should know about call centre assessments and how to use them to get the best results.
What Is the Call Centre Assessment Test?
You must take a call centre assessment when applying for a job in a contact centre for every business.
Employers use these assessments to test the candidates and determine their suitability for specific roles and responsibilities in the call centres.
Call centre assessments use a variety of skill tests to assess the job candidate’s personality and abilities for the tasks.
This test aids call centre managers and employers in identifying candidates with the potential to become long-term agents.
Call centre assessments are highly significant for two main reasons. First, assessment exercises are the only way to understand what to experience on test day.
It assists the candidates in becoming acquainted with the test format and the questions that may appear on the test.
Knowing the exam format will help you prepare for the test but also helps to relax and unwind on the final test day.
Second, practicing activities will significantly increase the chances of getting a good grade and a better chance of getting a job.
How Do Call Centre Assessments Work?
Call centre assessment tests vary between organizations, but the main framework of the test is the same.
The call centre tests use the multiple-choice question format to evaluate applicants. The following are the most common areas of testing.
Testing Personality in Call Centre Assessments
A call centre representative expects a dynamic demeanor and the capacity to adapt to changes in the workplace.
As a result, during call centre assessment tests, recruiting managers always test an applicant’s personality attributes.
This test component grades the candidates based on their achievement in the self-assessment exercises.
With the help of a call centre evaluation practice activity, the candidates prepare for self-assessment exercises and try to pass the test with excellence.
Testing Cognitive Aptitude in Call Centre Assessments
The cognitive talents of the candidates are the subject of another component of the call centre assessments test.
Employers will better understand logical thinking capabilities and problem-solving talents based on performance on the cognitive aptitude exam.
If you want better test results in this part, working on enhancing cognitive aptitude using the call centre assessments career practice is suggested.
Testing Performance in Call Centre Assessments
Call centre assessment tests have a segment in which candidates encounter many everyday job scenarios to track their progress.
Candidates can prepare for this section by practicing with the call centre assessments exercise on the internet.
8 Assessments for Making Better Hires in Call Centres
Now that we know the importance of call centre assessments for better hiring, let us review some of the most popular assessments to identify the best candidates for the contact centre.
A personality questionnaire, as explained earlier, helps to learn more about the candidates applying for available jobs.
The personality questionnaire, unlike other tests, focuses solely on the candidate, their preferences, and how they act in the role.
In brief, this pre-employment questionnaire can help the recruiting manager decide whether a candidate possesses the necessary characteristics to work in a contact centre.
Personality tests come in a variety of forms. When selecting one, ensure it is scientifically validated and provides an accurate picture of a candidate’s personality.
Situational Judgment Tests
Customers with questions, issues, or challenges directly contact centre agents.
This means they are frequently charged with assisting upset customers dissatisfied with the service. Therefore, it is their responsibility to improve the customer’s experience.
They may frequently confront rejections and even rudeness in an outbound contact centre.
Contact centre agents must determine how they will react when dealing with such delicate issues.
Although it can be challenging to predict how a candidate would respond to problems before they start working, you can do so by using SJT (Situational Judgment Test) throughout the application process.
SJTs are great tools to successfully test how applicants may react or respond to various scenarios by giving them a realistic job preview.
These call centre assessments place the candidate in a simulated setting comparable to what they could face on the job.
Live Chat Simulation Assessment
Situational judgment tests are a cost-effective technique to assess the actions of a large number of candidates.
However, it is not a perfect substitute for an on-site test, especially for acceptable candidates close to being hired.
A chat simulation exam is preferable because it simulates the day-to-day work environment and exposes the candidate to realistic scenarios, giving a better image of how they react on the job.
Unlike an on-site exam, which can only be conducted with a few candidates, the live chat support simulation modules allow recruiting managers to test hundreds of candidates simultaneously.
The test is remote, engaging, and brief, providing a positive experience for candidates while also assisting the employers in determining which applicants would be a good fit for the job requirements.
Contact centre agents spend their day juggling tasks and responsibilities, such as answering calls, seeking information, and more. They may even be conversing with many customers or potential purchases simultaneously.
This is called multitasking, and many people struggle with it! Their focus is divided, which means they cannot offer each person their full attention, or they will become overwhelmed quickly.
A multitasking test in the call centre assessment might help eliminate candidates who cannot switch between tasks quickly.
Some multitasking tests are gamified, making the process more enjoyable for candidates. For example, employers ask the candidates to play activities that assess their short-term memory and ability to switch tasks quickly.
Language Skills Test
Customers may speak several languages depending on the scope and location of the company. Sometimes one customer talks in different languages.
Hiring multilingual agents can improve the customer experience and ensure everyone is cared for quickly.
Many candidates may claim to be multilingual; however, the recruiting manager should evaluate their language skills before making an offer.
A language competency test for call centre assessments is a great technique to accomplish this goal.
Candidates can take various questions in different areas, such as spelling, grammar, and reading comprehension, as part of their language competency assessment.
If fluency in a language is a prerequisite for hiring a call centre agent, these call centre assessments can help.
If hiring for various languages, look for a test that helps examine a wide range of languages in one spot.
You can also create specific standards that automatically eliminate candidates who do not satisfy the requirements.
Nowadays, typing is an essential aspect of almost every job. This is especially true for contact centre agents, who must interact quickly and effectively over the phone, email, web chat, and text messages.
If a candidate’s typing speed is slow, they cannot respond to the customers’ questions as quickly as they should.
Businesses cannot afford to recruit a contact centre agent that spends too much time typing out messages when impatient customers are on the other line.
The recruiting managers can use a typing test to see if candidates have good typing skills. They can also find out their typing style. When typing, an assessment reveals if the person is rapid and sloppy or slow and precise.
Call centre agents should know more than using default apps and tools. For example, computer skills, such as typing, searching the internet, and using different technologies, are required for most businesses and sectors.
Call centre agents should be able to quickly learn how to use new tools and the processes that go with them.
Using a computer test during the interview phase might help identify applicants who may not be familiar with computers or technology.
When it comes to computers and technology, look for trainability. Candidates unfamiliar with the tools and processes you employ may be too difficult to train.
It takes more than merely liking a new role to be content. New hires must also integrate into the organization’s culture to be content in their new job.
When it comes to hiring, it is easy to overlook organizational fit. While some people can adjust to a new work setting, others may become dissatisfied with a position that does not satisfy their expectations.
It would be beneficial to assess the candidate’s expectations before making any offers to ensure that company has the culture and benefits they desire.
Candidates are asked to rank certain company features in an organizational fit evaluation, such as leadership expectations.
The candidate’s comments are compared to how you assessed your firm to determine if they are a good fit.
Customers are constantly evolving and want top-notch experiences from the businesses so that any consumer-facing company plays catch-up. They hear and see everything thanks to the internet and community-based platforms and are quick to form opinions.
Managers do not want to take any chances because a course adjustment is always more difficult and expensive. Instead, it would help if you got things off to a good start by hiring the proper people who will keep your company’s flag flying high.
Call centre assessments come into play here. Have you ever tried the assessments in the employer’s or the candidate’s positions?This blog post has been re-published by kind permission of Scorebuddy – View the Original Article
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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.