Given what is at stake, the need for skills testing for customer service and contact centre agents is obvious. However, many skills tests are not designed to be an effective indicator of how a candidate will perform on the job. For example, a multiple-choice test is limited in measuring how someone will respond to a customer who needs help understanding product and service options that are available to them. Web-based customer service simulation tests are a cost and time effective method of measuring key skills required for success.
A customer service simulation assessment allows candidates to demonstrate their abilities in a realistic call centre environment. The results of a customer service simulation test will provide you with the information you need to judge an applicant’s communication skills, ability to multitask, and how they would perform in your work environment. Candidates also have the opportunity to see what the job entails and can decide to opt out of the interview before they are offered the position, which helps reduce your call centre’s turnover rates.
RightPeople’s packaged assessments allow organisations to measure critical customer service aptitude including service orientation, issue resolution, responsiveness, learning, general PC navigation and data entry skills. With our extensive test library, it is also possible to integrate the simulation with other skill tests such as Microsoft Office applications and attention to detail.