- Basic Math
- Numerical Reasoning & Series
- Verbal Reasoning
- Logical Reasoning (Inductive & Deductive)
- Situational Judgment Tests
- Personality Tests
Are you applying for a call center position? If you are interested in working for a call center, you are likely to encounter an assessment test. While this may seem intimidating, there are ways that you can prepare for and ace your call center assessment.
What is a Call Center Assessment Test?
Call centers have assessments in place that help determine whether or not job candidates possess the organization, personality, and aptitude skills necessary to succeed at their roles within the company. Call center assessments vary depending on the type of call center. Most employees, however, need to have certain skills and personalities to land the job. It is important to familiarize yourself with the format of the tests so as to be prepared for the types of questions you might be asked.
Let’s take a look at 3 of the most common call center tests.
The personality questionnaire is geared towards screening prospective employees for compatible characteristics within the company. Common characteristics that call center companies look for in employees are patience, empathy, assertiveness, cooperativeness, and diplomacy. A personality test is a quick way for companies to assess one’s interests, temperament, and customer service skills.
When taking a personality test, you want to be sure to answer in a natural way while keeping in mind the type of job you’re hoping to acquire. Below is an example of a personality test question you might encounter.
One a scale of 1-5, select whether you agree or disagree to the following statement.
I find it easy to multitask.
1 (strongly disagree) 2 (disagree) 3 (neutral) 4 (agree) 5 (strongly agree)
Basic Math Test
Math tests, or numerical reasoning tests, are a common way to assess one’s basic logic and reasoning skills. Call centers often require employees to possess basic math skills for completing numerical tasks on computers. These tests aim to determine your proficiency in working with simple calculations and understanding data. An example of a basic math question goes as followed.
Which of the following is equivalent to 54 hundredths?
Call Center SJT Test
A situational judgment test (SJT) assesses your ability to select the best options for responding in the workplace. The tests contain hypothetical questions designed to test one’s psychological aptitude. At a call center, this may involve difficult situations with customers that require you to respond in a professional way so as not to escalate the situation. These tests can have multiple choice questions or a scale in which to rate questions from best to worst. An example of an SJT question would be as followed.
One of your colleagues keeps redirecting their difficult customers to you. What do you do?
- Vocally decline the customer and redirect them back.
- Discuss the situation with your colleague after work.
- Talk with your manager about resolving it.
- Continue accepting the customers because it gives you good experience.
- This answer is the least effective response. Starting a scene in front of the customer is unprofessional.
- This is the most effective response. Perhaps your colleague is unaware of what he is doing and doesn’t mean to redirect customers onto you, or maybe he is having a hard time.
- This is an effective response, but talking with your colleague should come first.
- Although this option could enhance your skills in the workforce, it encourages your colleague to redirect customers onto other workers who may struggle with the extra work.
How Can I Pass My Call Center Assessment Test?
Passing your call center assessment boils down to understanding the skills that will be required of you and showcasing those skills in the pre-employment assessment and interview. Here are a few tips for selling your skills to a potential employer.
- Prepare for your exam by using practice exams and supplemental resources beforehand.
- Set the tone for the actual test by taking the practice exams in a similar setting, free of noisy distractions.
- Note sections or questions that seem difficult so that you can review them at a later time.
- Set time limits for completing the practice exam to get familiar with answering under pressure.
Prepare for Your Call Center Assessment Test
Taking a test can be stressful if you’re not prepared. If you are looking for a pre-employment test that you can trust to help you pass your test, reach out to JobAssessmentHelp. Our call center preparation material offers a wide variety of supplemental material and a practice test that will prepare you for your call center assessment. We invite you to get started today so that you can get hired soon.
Best of luck with your assessment!