Call Center Testing: Data Entry and Customer Service

 

With the Call Center set of skill tests you can accurately determine whether applicants are ready for the job. The Call Center test package can help you assess:

 

– Customer service skills using real-world simulations of interactions with customers. This unique, adaptive test provides a detailed assessment of applicants in the shortest amount of time.

– Sales skills using real-world simulations to assess a call center sales representative interacting with prospective clients.

– Audio data entry speed and accuracy.

– Data analysis and cross-referencing skills.

– Skills in spelling for important business terms and the names ofU.S.and international cities and countries, including knowledge of geographical postal abbreviations.

 

Call Center skills testing provides a series of advanced computer-based tests that accurately measure knowledge and skills required for effective work as a call-center representative. Independently validated, these tests are designed to help save time, money, and effort in call center recruitment, training, and turnover.

 

Audio Data Entry

Examinees enter data into online forms from audio input

5 minute timed test

 

Audio Data Entry – Call Center

Listening to a simulated marketing call, examinees are asked to type the required information into an on-screen form.

10 minute timed test

 

Coding

Examinees are asked to select the correct button on a telephone from a list of extensions, area codes, country codes and departments.

Untimed – 24 questions

 

Data Analysis

Examinees are shown various price charts and asked to determine which price would be charged for different scenarios.

Untimed – 20 questions

 

Sales

CallCenter- Sales questions on topics such as sales strategies, features vs. benefits, needs vs. desires, closing a sale as well as effective sales techniques

Untimed – 26 questions

 

Service

CallCenter- Sales questions on topics such as how best to deal with dissatisfied customers, proper telephone skills as well asCallCenter- Service techniques.

Untimed – 16 questions

 

Telephone Skills

CallCenter– Telephone Skills questions on topics such as holding and forwarding calls, taking and leaving messages, telephone etiquette as well as telephone terminology.

Untimed – 30 questions 

 

Customer Service Scenarios (Audio Interactive)

Tests for audio customer service skills which assess the test takers ability to listen and appropriately respond to customer’s questions, as well as, entering data into the customer database effectively. The candidate works with simulated call center scenarios in which he or she is required to handle two different types of customer service calls:

– Problem Solving Calls in which the candidate had to solve customer problems, such as helping customers resolve the status of an existing order or handling customers with simple or complex complaints.

– Informational Calls in which a candidate had to provide an existing customer or a potential customer with information about the status of an existing order or about company products and services.

They are scored on the following areas: Manners, Effectiveness, Accuracy, Analysis, & Follow-Up Skills.

Test can take up to 30 minutes

 

Sales Scenarios

Assesses a test-takers ability to identify customer needs, describe features and benefits, sales planning, attitudes, preparation, confidence, cold-calling and prospecting, & identifying buying readiness

Untimed – 16 questions

 

Data Entry – Sales (Leads)

Data Entry – Sales (Leads)

5 minute timed test

 

Data Entry – Sales (Orders)

The applicant is asked to type information from a sales order into an on-screen form.

5 minute timed test

 

Postal Codes  

Examinees are asked to enter the abbreviated names for US States, US Territories andCanadianProvinces.

Untimed – 40 questions

 

Postal Codes (Audio)

Listening to an audio tape, examinees are asked to enter the abbreviated names for US States, US Territories andCanadianProvinces.

Untimed – 35 questions

 

Spelling – (Audio)

Listening to an audio tape, examinees are asked to type the correct spelling for various words.

Untimed – 30 questions

 

Spelling – Geography

Examinees are asked to select the correct spelling of countries as well as US and international cities and states.

Untimed – 40 questions

 

Spelling – International Geography (Audio)

Listening to an audio tape, examinees are asked to type the correct spelling of countries as well international cities and states.

Untimed – 40 questions

 

Spelling – US Geography (Audio)

Listening to an audio tape, examinees are asked to type the correct spelling of US cities and states.

Untimed – 40 questions