Call Centre Supervisor Skills Assessment

Call Centre Supervisor Skills Assessment

Assessment Summary
Call Centre Supervisors are responsible for overseeing a team of support representatives who assist customers with queries or issues relating to products and/or services. As the Supervisor, they will often be the escalation point who handle customer communications who’ve unusual requests that can’t be rectified by the call centre representative, or that have come through unsatisfied with the efforts of the agent. They’re also responsible for ensuring the team collaborates and adheres to company processes and procedures to achieve service level standards.
Skills tested in this assessment
The skills tested in this assessment for a Call Centre Supervisor include how skilled the candidate is in utilising different communication strategies with both customers and their team, how they encourage collaboration amongst call centre representatives to achieve optimal service outcomes and ability to gather and analyse data pertaining to various call centre success metrics. Over the course of 9 questions in this assessment, the candidate will also showcase their leadership and coaching ability.
What to test with this assessment
On completion, you can expect to learn more about how effectively the candidate communicates to motivate, encourage, and support their team to achieve excellent call centre standards. You will understand their experience and knowledge of escalation processes, their customer service standards, and how they coach and provide feedback in effective ways, displaying leadership style to get the most out of the call centre.

About the Call Centre Supervisor Skills Assessment

Want to hire the best Call Centre Supervisor to help your business? Use our expert Call Centre Supervisor skills test to hire the best person and never make another bad hire.

A Call Centre Supervisor is the leader of a team of support agents who assist in answering any customer questions or assist with any issues they may be facing. Their goal is to provide excellent service in an efficient manner, and work to satisfy any pain points that may arise for their customer base.  

This Call Centre Supervisor test assesses whether job candidates can successfully handle any challenges that they are faced with. This can include having strong communication and collaboration skills, as well as being a strong leader. 

Candidates who perform well on this Call Centre Supervisor skills assessment will have all the technical skills to collaborate effectively with all team members and lead and motivate their team to achieve set goals. They will also have the required soft skills to effectively communicate with all internal and external stakeholders.

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Question Type

Question

Communication

Question Type: Audio

A call has just been escalated to you following a lengthy call with one of your team and no resolution was found. The customer is agitated. In a short audio recording, how do you open dialog with the caller?
Question Type

Question

Collaboration

Question Type: Video

It’s the week after Christmas and the call centre has been crazy. Your team are feeling tired and overrun with challenging callers. How would you motivate your team? Record your answer in a brief video recording.
Question Type

Question

Leadership

Question Type: Text

What do you do to ensure call centre standards are consistently met by your team?

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