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Online assessment for call center and customer service employees

Sunday 21 February 2021

Selecting the right call center or customer service representatives can be challenging. 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 the optimal performance of call center and customer service employees.

Online assessment for call center and customer service employees

Selecting the right call center or customer service representatives can be a challenging 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 call center work.

Better customer service = higher sales

Since call center and customer service agents are often the first point of contact between the company and 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 for incoming telephone calls (inbound) and employees for outbound calls (outbound).

Sales module

A sales module 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.

Online assessment

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

Competencies

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

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 here.

Components

Personality Test - 45 minutes

Capacity test - 60 minutes

Order

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.

Video: the Bridge Assessment Platform

With an account on the Bridge Assessment Platform, you can invite candidates, administer online assessments, and order reports, 24 hours a day, anywhere in the world. The Bridge Assessment platform is used by companies, governments, psychologists, recruiters, and coaches in over 20 countries. The system is easy to use, so there is no need for extensive training. Also, you can start immediately; your account will be ready in just 1 day.

“The Bridge Personality offers high quality support to make substantiated choices.”

Ellen van Hierden