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Hire your next Contact Centre Agent with clearer evidence.

A ready-made selection of tests for Contact Centre Agent candidates. See how they approach the skills that matter, then focus your interviews on the results.

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AM
Alex Morgan

Contact Centre Agent assessment

Completed

A CLEARER VIEW OF THEIR SKILLS

More than one score.

72%
Call Centre and Help Desk82%
Typing Speed74%
Customer Service68%
Communication64%
Time Management78%
Error Checking70%

Compare strengths. Explore the detail. Ask better questions.

Illustrative results · Fictional candidate

WHAT THE ASSESSMENT EXPLORES

A clearer view of customer support skills.

The Contact Centre Agent template combines Call Centre and Help Desk, Typing Speed, Customer Service, Communication, Time Management, Error Checking. Review the selection against the work your vacancy involves.

6tests57minutes68questions in total

01 · 15 QUESTIONS · 15 MINUTES

Call Centre and Help Desk

Checks how candidates handle calls and tickets, calm difficult contacts and resolve first-line problems.

  • Call handling and verification
  • Difficult contacts
  • Service metrics

02 · 2 QUESTIONS · 2 MINUTES

Typing Speed

Shows how many correct words a minute candidates type, and how accurately.

  • Typing speed
  • Accuracy
  • Copy typing

03 · 7 QUESTIONS · 10 MINUTES

Customer Service

Shows how candidates handle customers who are unhappy, unclear or hard to satisfy.

  • Understanding customers
  • Handling concerns
  • Finding resolutions

04 · 8 QUESTIONS · 10 MINUTES

Communication

Shows how candidates choose to explain things and raise issues at work.

  • Sharing information
  • Listening & understanding
  • Difficult conversations

05 · 8 QUESTIONS · 10 MINUTES

Time Management

Shows how candidates prioritise when there is more to do than time allows.

  • Setting priorities
  • Planning workloads
  • Managing deadlines

06 · 28 QUESTIONS · 10 MINUTES

Error Checking

Shows whether candidates spot mistakes in detailed information under time pressure.

  • Comparing records
  • Spotting discrepancies
  • Accuracy with information

A COMPLETE SKILLS PICTURE

One assessment. Different strengths.

Explore clear responses and consistent customer support.

You receive a result for each included test: Call Centre and Help Desk, Typing Speed, Customer Service, Communication, Time Management, Error Checking. Compare the relevant areas separately and use a follow-up task based on resolving a customer query and documenting the response.

Keep the recommended selection or adjust it before inviting candidates.

A MULTILINGUAL TEST SUITE

English, plus 13 languages.

Assess candidates in the language they work in.

  • English
  • Chinese (simplified)
  • Japanese
  • Korean
  • Thai
  • Vietnamese
  • Indonesian
  • French
  • German
  • Spanish
  • Portuguese
  • Italian
  • Dutch
  • Arabic

Languages across our wider suite. Availability varies by test and level; check each test when preparing your assessment.

TRY AN EXAMPLE QUESTION

Try an example question.

Try the question yourself before reading the answer. It is an Error Checking example drawn from resolving a customer query and documenting the response, part of a Contact Centre Agent's week.

Contact Centre Agent: resolving a customer query and documenting the responseWorkplace example

While resolving a customer query and documenting the response, you proofread a live chat record that was typed up from the approved version. All four fields must match exactly.

FieldApproved recordCopied entry
Start date16 October16 October
Account codeBY-822BY-282
Record IDRJ-7967RJ-7967
PostcodeS8 7LRS8 7LR
Which entry does not match the approved record?

An example of the question format, separate from a candidate assessment.

A PRACTICAL GUIDE

Using the Contact Centre Agent assessment.

What does the full assessment tell you?

This template combines multiple-choice questions in Call Centre and Help Desk, Error Checking; workplace situations in Customer Service, Communication, Time Management. It brings together evidence about clear responses and consistent customer support, giving you areas to explore when resolving a customer query and documenting the response.

How can you use the results?

Review each result against your vacancy’s responsibilities. Use a short task based on resolving a customer query and documenting the response to explore practical application. Ask how they would clarify the issue, communicate the next step and record the outcome.

Which results matter for your vacancy?

  • Call Centre and Help DeskUse a short Call Centre and Help Desk work sample to explore how they apply call handling and verification and difficult contacts.
  • Typing SpeedUse a short Typing Speed work sample to explore how they apply typing speed and accuracy.
  • Customer ServiceAsk how they would clarify a customer’s concern and resolve it within the agreed process.
  • CommunicationExplore how they would explain an issue and agree the next update.
  • Time ManagementAsk how they would prioritise competing deadlines and explain the trade-offs.
  • Error CheckingCheck matching identifiers, amounts and dates before records are shared.

SEE THE RESULTS FOR YOURSELF

See the person behind the score.

Explore a complete sample report, from test results and candidate comparisons to focused interview questions.

View sample report
Skills breakdownCandidate comparisonInterview prompts

BEFORE YOU START

Your questions, answered.

Can I tailor this assessment to my Contact Centre Agent vacancy?

Yes. Start with Call Centre and Help Desk, Typing Speed, Customer Service, Communication, Time Management, Error Checking, then keep the tests that match your responsibilities. For example, use Call Centre and Help Desk to explore call handling and verification. You can add or remove tests before inviting candidates.

Does this assess practical Contact Centre Agent work?

Candidates answer multiple-choice questions in Call Centre and Help Desk, Error Checking; workplace situations in Customer Service, Communication, Time Management online. They do not complete your day-to-day work inside your own systems. Add a short work sample based on resolving a customer query and documenting the response to explore application alongside the test results.

Why is Call Centre and Help Desk included?

Checks how candidates handle calls and tickets, calm difficult contacts and resolve first-line problems. Use a short Call Centre and Help Desk work sample to explore how they apply call handling and verification and difficult contacts. Review whether this area reflects the responsibilities of your vacancy before retaining it.

How long does this Contact Centre Agent assessment take?

The recommended selection contains 6 tests and allows 57 minutes across its timed tests. Adding or removing tests, or adjusting time allowances, can change the total.

Will I see a separate result for each test?

Yes. Review Call Centre and Help Desk, Typing Speed, Customer Service, Communication, Time Management, Error Checking separately so a strength in one area does not hide a gap in another. Use the detail to focus interviews and relevant work samples. View the sample report.

Can I try this assessment with real candidates for free?

After signup, your Contact Centre Agent selection is prepared for review. Adjust it, invite candidates and see your first 5 candidate results free. No credit card is required. See pricing for further results.

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