Contact Centre Representative Skills Assessment

Contact Centre Representative Skills Assessment

Assessment Summary
Contact Centre Representatives are responsible for receiving inbound communication (phone calls, emails, live chat, support tickets etc.) in relation to customer services across a range of departments such as orders, product or service enquiries, quotes and issue resolution. A contact centre representative is also responsible for maintaining relevant notes and documents on customer enquiries. Utilising and adhering to strict company processes and procedures to achieve service level standards.
Skills tested in this assessment
The skills that are tested in this assessment for a Customer Service Agent include how skilled the candidate is in utilising different communication strategies, how they engage with customers in different scenarios and how they listen and respond to customer queries. This assessment will test the thought processes they have to resolve customer queries in a positive and concise way, how they would empathise with frustration, as well as their opinion on what constitutes quality customer service.
What to test with this assessment
You can expect to learn what communication style and strategies the candidate may employ in different customer interactions, their knowledge on active listening, proficiency in problem solving effectively and in a way that establishes excellent customer experiences. You will also gain insight into the level of previous customer experience they have and what learnings they will be able to bring to their next contact centre representative role.

About the Contact Centre Representative Skills Assessment

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

A Contact Centre Representative is a member 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.

This Contact Centre Representative test assesses whether job candidates can successfully handle any challenges that they are faced with whilst following company processes. This can include having strong communication and empathy skills, as well as being an active listener. 

Candidates who perform well on this Contact Centre Representative skills assessment will have all the technical skills to actively listen and participate in conversations with customers in order to assist them with their questions or issues. They will also have the required soft skills to effectively communicate with all internal and external stakeholders.

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Contact Centre Representative Online Test Sample Questions

Question Type

Question

Communication

Question Type: Audio

If a customer began complaining about how they were treated by one of your colleagues, what would you do?
Question Type

Question

Active Listening

Question Type: Text

How do you balance high-quality customer service with speed?
Question Type

Question

Empathy

Question Type: Video

It’s Friday afternoon and the call queue is the longest it’s been all week. By the time your next caller is on the line with you, their temper has escalated after failing to connect and then waiting in queue again - they begin berating you for taking so long. What do you say when you hear how frustrated they are?

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