Joining a contact center is not a walk in the park. Employers commonly set up a stringent recruitment process to find the right people for the job. Job recruiters or human resources personnel, for instance, assess if you’re a great team player who can eventually contribute to the growth of the campaign and the company.
Aside from a series of interviews, you’ll be asked to take tests that will find out if you have the knowledge, skills, and work attitude needed to assist customers, or to help a group of agents reach their goals.
Here’s a rundown of the basic tests that are usually conducted during call center job applications. While some of these are usually in multiple choice format, you may also be asked to write your answers in essay form.
1. Self-assessment test
This set of questions are meant to determine your personality and what kind of employee you are. Generally, these questions are aimed to find out if you’re a team player, a self-starter, a faster learner, or if you’ll be able to easily adapt to a new work environment and the stress that may come with it.
Common questions in this kind of test include:
• What do you consider your strengths? How about your weaknesses?
• What new knowledge or skills do you hope to acquire during your employment?
• Do you find that you’re more productive when working alone? Do you see yourself thriving as part of a team?
2. Situational judgement test
During this test, applicants are presented with various everyday scenarios that may or may not be work-related. They are asked to choose your most preferred action in response to situations such as these:
• You and your teammates have sent emails to your IT department to request them to replace your faulty headsets. You noticed that everyone else have received their new headsets—except you. What will you do?
• You recently found out that, because of a glitch in your call center’s workforce software system, one of your work friends has been clocking out of work early undetected. What do you do?
3. Skills test
This will determine if you indeed have the skills needed to perform the job or a contact center representative. As such, this assessment is segmented into various sections to test your typing abilities (speed and accuracy), basic computer and internet knowledge, and audio transcription and data entry capabilities.
4. Call simulation test
A company will usually conduct a call simulation test to gauge the call handling skills of their applicants, especially those who are interested in an agent position. Here, you’re given a first-hand experience of attending to a customer. Someone from the contact center, playing the role of the customer, will call you with a customer support concern which you will need to resolve to the best of your abilities.
The company will then evaluate your performance during the call. They’ll take note of your spoken language skills, accent and diction, and, ultimately, how you handled the caller and the issue at hand.