Assessment Tips

Selecting the right call center or customer service representatives can be challenging. That’s why TestGroup has developed an online assessment especially for inbound and outbound call centers and customer service. This assessment measures the 10 competencies that are crucial for optimal performance in call center or customer service jobs.

Online assessment for call center and customer service employees

Selecting the right call center or customer service representatives is not an easy task. It is important to select a candidate who has the right capacities and personality, and who is also eager and motivated to represent your brand or company. Identifying the right call center agent means that you need to look not only for skills, but also a personality that matches the nature of the work.

How to order

• You can order the online assessment for your candidate or employee at our order page;
• High volume use? Get you own account on our online assessment platform.

Sample report of the online assessment for customer service employees

Download a sample report of the online assessment for call center and customer service employees here. This report first lists the scores on the 34 Big Five competencies. These competencies can be matched with almost any job profile. Afterward, the scores on the four colors are displayed in a beautiful color wheel. On the last page of the report, the scores on the 8 competencies important for working in call centers and customer service are listed.

Better customer service = higher sales

Since call center and customer service agents are often the first human point of contact between the company and its customers, it can make a huge difference to overall customer satisfaction if you get the right people on the phone. Talented employees guarantee a pleasant customer experience, and thus, more sales.

Inbound and outbound employees

TestGroup has developed an online assessment that measures the 10 competencies that are crucial for the optimal performance of call center and customer service employees. This online assessment is suitable for the selection of employees who receive inbound calls and who make outbound calls.

Sales module

A sales assessment is also available especially for commercial outbound call center personnel that can be added to the online assessment. This module lists a candidate's commercial success and risk factors. Are you interested in the personality colors of your customer support staff? It's also possible to include a 4-color personality test in the online assessment.

Online assessment

The online assessment for call center and customer service employees consists of a cognitive ability test and a personality test. The assessment focuses on competencies that are specifically relevant to call centers and customer service. Customization of the assessment is also possible, and these competencies can be adapted as desired to fit your needs. The competencies below (standard) are measured in the online assessment.

Competencies

• Convincing
• Perseverance
• Flexibility
• Results-oriented
• Creativity
• Helpful
• Stress resistant
• Listening
• Communication skills
• Customer focus

Example report: online assessment for call center and customer service

Tailored online assessments

The competencies can also be adapted in the form of a customized online assessment. This way, you determine the competencies that are included in the assessment.

Sample report

Download a sample report of the online assessment for call center and customer service agents.

Components

Personality Test - 45 minutes

Cognitive Ability Test - 60 minutes

Order an online assessment for call center and customer service

An online assessment is ready for you within 1 hour. We will of course help you interpret the results. Are you looking for more information about this assessment? You can contact us here.