Assessment for Business | 24 Contact Center Virtual Scenario This is for entry-level positions in a contact center environment. Sample tasks for these jobs include: Interact with customers on the phone to provide information, take orders, and solve product or service issues; respond positively to difficult or irate customers; navigate within multiple open applications to find and view customer account details; and type information quickly and accurately. Potential job titles that use this solution are: Call Center Representative, Contact Center Representative, Customer Service Agent, and Customer Service Representative. Customer Care Simulation The assessment measures the candidate's ability to enter a caller's information into the appropriate fields within a call center environment. The assessment measures accuracy as well as speed. The Customer Relationship Management (CRM) Navigation This test assesses candidate interactions within a real-world desktop environment by providing a workspace that simulates multiple customer service based applications running on a Windows XP desktop. This test measures the candidate's ability to minimize, maximize, and resize application windows, navigate and select items within open applications and tabbed windows, toggle between multiple screens, copy and paste data, type text accurately, edit typed text, and use multiple applications to search for and associate information. Customer Service Questions covering such topics such as dealing with angry and waiting customers, customer and company errors, reading body language and effective sales techniques. Data Analysis Examinees are shown various price charts and asked to determine which price would be charged for different scenarios. Data Entry - Call Center (Audio) Listening to a simulated marketing call, examinees are asked to type the required information into an on-screen form. Data Entry - Sales (Leads) The applicant is asked to type details from a business card into an on-screen form.
Data Entry - Sales (Orders) The applicant is asked to type information from a sales order into an on-screen form. Data Entry – Standard (Audio) Examinees enter data into online forms from audio input. Employee Screening Questionnaire-2 (ESQ2) This is a personality-based selection assessment that examines a job candidate's work ethic and dependability. It predicts future job performance including an applicant's probable job commitment, risk of engaging in counterproductive work behaviors, and the propensity for positive work behaviors. The ESQ2 was designed to reduce the tendency to "fake good" through its innovative use of a forced-choice format. It is designed to reduce turnover, theft, and absenteeism by eliminating high-risk applicants. The Employee Screening Questionnaire measures: Customer Service • Productivity • Accuracy • Commitment and Job Satisfaction • Promotability • Alcohol and Substance Abuse • Unauthorized Sick Days • Driving Delinquency • Lateness • Loafing • Sabotage or Production or Property • Safety Infractions • Theft • Risk of Counterproductive Behavior • Overall Hiring Recommendation Postal Codes (Audio) - Listening to an audio tape, examinees are asked to enter the abbreviated names for US States, US Territories and Canadian Provinces. Spelling - (Audio) - Listening to an audio tape, examinees are asked to type the correct spelling for various words. TalentScout - Call Center - This instrument assesses customer service orientation, speed and accuracy of audio data entry, and how well a candidate performs in various customer service scenarios. It is based upon a computer adaptive testing strategy in which the difficulty of items presented to a candidate is adjusted based upon responses to prior items. This leads to an efficient testing experience and a rapid determination of a candidate’s performance level. The Audio Data Entry section requires the candidate to type words and numbers based upon auditory input while the Call Center Service section is a computer-based simulation of tasks commonly required of call center personnel. The TalentScout - Call Center Measures: Service Ability • Audio Data Entry • Call Center Service • Overall Performance