Call Centre Supervisor Skills Assessment

Call Centre Supervisor Skills Assessment

Assessment Details
Author
Questions
9
Skills
3
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.

A strong leader will be able to motivate and inspire their employees to produce high quality work and work productively to complete tasks and goals. They make decisions that will achieve business objectives and rally their team to work towards the business vision.
A candidate with strong collaboration skills is able to interact, work with and communicate with others in a successful manner. They are able to work as a team to achieve a set goal and overcome any challenges with their team in order to get the job done to a high standard.
People that have strong communication skills are able to receive and give information to others in both a verbal and written form. Being a strong communicator includes being able to effectively listen and speak to others, allowing candidates to work collaboratively with other team members.
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5
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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Frequently asked questions

Yes, all assessments are fully customizable meaning you can edit a word or two or delete the question and add your own. You can also customize correct answer samples to your exact business specifications.

We offer assessments for any stage of your hiring process.

Top of Funnel: Screen candidates at the top of the funnel with interactive multiple choice questions that include multi media choices. You’ll be able to test knowledge quickly and keep candidates engaged. Assessments are quick to complete ~20min

Mid Funnel: Combine a variety of question types like multiple choice with media, video responses to see how they communicate and a couple of presentation or spreadsheet questions to dig deeper into their technical knowledge. Assessments take ~40min to complete.

Bottom Funnel: A great opportunity to focus on a single outcome and test extensively with a more elaborate question and some documentation around the process. Assessments take ~ 1.5 hrs to complete.

You can completely customize an assessment for your brand including logo, colors and intro videos. You are also able to customize all of the candidate messaging so that it’s unique to your brand and business.

No, Vervoe assessments test for a range of both job specific hard skills and soft skills like communication or attention to detail. This means you’re testing a complete set of skills so you can be confident the candidate you hire not only has the skills to do the job but that culturally and behaviourally they’re the right fit for your business too.

We offer a range of interactive question types including code challenges, presentations, spreadsheets, document uploads, video, audio, multiple choice with media options and more. Each question type is a sample version of the real life tool. For example a code challenge is a snapshot of a live developer environment where a candidate can complete a specific task.
We have an extensive online help center with video and written tutorials to help you get up and running. Our friendly customer success team is also only a question away and can be contacted via our help center.
Yes, all skills assessment are customizable and can be created to simulate a job or task. This provides the ability to test a candidate on real-life skills and abilities required for the role. A unique combination of different types of questions can simulate how a candidate will perform in different scenarios.

Combining a detailed Call Centre Supervisor job description with a Call Centre Supervisor skills assessment can help to identify the specific skills and knowledge required for the job, and can streamline the candidate selection process. By writing a clear and concise job description, hiring managers can attract the right Call Centre Supervisor candidates for each role.

Vervoe's comprehensive recruitment guide on how to hire a Call Centre Supervisor provides a competency framework that maps out the core job-related hard skills and soft skills required for success in the Call Centre Supervisor role. A Call Centre Supervisor recruitment guide helps understand the hiring process of building the ideal candidate profile, writing an accurate job description based on skills, selecting the ideal candidate, interviewing top performers, and making a job offer.

Vervoe is the most sophisticated skill testing recruitment software on the market. It uses advanced machine learning to create tailored skills assessments that are instantly auto-gradable, allowing companies to test candidates for any skill, and automatically grade their response at any scale.

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