Recommended tests for assessing call centers skills
The call center skills test evaluates individuals on several skills and aptitudes needed for success in this sector. The results can then be used to gain a better understanding of an individual’s suitability for a call center role.
Verbal reasoning test
The verbal reasoning test is essential to the recruitment process for call center roles. In any call center, individuals must understand and follow the processes, procedures, and workflow when dealing with customer requests and solving issues.
The verbal reasoning test enables recruiters to understand whether individuals can correctly interpret written information and use this to solve problems. The test is timed and comprises short passages of text. Candidates need to read and analyze the text, then use their understanding to select whether the statement that follows is true, false, or they can not say based on what they have read.
Adaptability is needed in many roles. In a call center environment, individuals must react quickly and effectively to solve customer problems to reach the best solution for both the customer and the organization. Using scenario-based questions, the adaptability test evaluates individuals on this essential skill and how they use it in the workplace
The test also evaluates individuals on their problem-solving skills and how effective they are in working well with others in a pressurized situation. The results from the test not only give the recruiter a better insight into how adaptable an individual is but also whether they can solve a problem effectively.
Emotional intelligence test
The emotional intelligence test evaluates how well individuals perceive and understand their emotions and the emotions of others.
This is a crucial skill in any customer-facing role, especially a call center role. In using emotional intelligence, individuals can work with others, diffuse tense situations and keep their emotions in check to reach a suitable outcome for both the customer and the organization.
The emotional intelligence test uses scenarios individuals may face when in the role to determine their level of emotional intelligence in a workplace setting. The test also helps employers evaluate how well an individual works in a team to reach a common goal.
Situational judgment test
The situational judgment test evaluates individuals on how they approach situations they are likely to face in the workplace. The test is beneficial as it provides employers with practical insight into how an individual approaches problems and issues they may encounter when in the role. This insight is especially useful for employers recruiting for call center roles.
The test also evaluates individuals on teamwork, leadership, and time management skills, all essential for all call center roles.
The test takes the form of a short scenario followed by a statement; candidates then need to select which of the multiple-choice answers is the way they would prefer to react in the given situation.
Logical reasoning test
The ability to form logical conclusions based on the information given is key for any individual working in a call center environment.
Candidates must be able to solve problems by analyzing the information available to them, whether internal information or that provided by the customer they are speaking with.
The logical reasoning test evaluates this ability using abstract information. Candidates are presented with questions in the form of diagrams or sequences. They must determine the relationship or link between the information, then use this to select which of the multiple-choice answers they believe to be correct.
Also known as inductive reasoning, this test also evaluates an individual's ability to work under pressure.