This Call Centre Representative test uses audio of customer calls to evaluate candidates’ critical soft skills. This screening test will help you hire call centre representatives with the ability to provide support and deliver a great customer experience.

Covered skills

• Verbal communication

• Active listening

• Problem solving

• Teamwork

This test is relevant for

• Call centre representatives

• Customer service agents

• Customer support representatives

• Other customer facing call centre roles

Description

Hiring candidates with strong customer service skills is essential for delivering a positive customer experience that fosters loyalty and supports long-term business growth.

This Call Centre Representative test evaluates candidates’

• Verbal communication skills

• That they can clearly and effectively convey information to customers

• Simplify complex topics and maintain a friendly, professional tone throughout interactions

• Active listening skills using audio from customer calls to determine how well candidates understand customer needs and whether they address concerns accurately, leaving customers feeling heard and valued

Audio from customer calls is also used to evaluate problem-solving skills, assessing candidates’ ability to think critically and resolve issues efficiently. This involves troubleshooting technical difficulties, addressing complaints, and implementing solutions that prevent recurring issues. Finally, collaboration skills are evaluated to ensure candidates can work harmoniously with peers, contribute to a positive team environment, and maintain consistent service quality by sharing insights and supporting team members.

Using this test to identify top candidates will help ensure high customer satisfaction, efficient issue resolution, and effective teamwork - key factors in building a successful, reliable customer service team that achieves business goals.