Hire the right person with the Contact Center Virtual Scenario for screening entry-level call center employees.   Before you invest the time and money to train a new employee, test your applicants for skills like:

• Customer Service
• Data Entry
• Resolve Problems

This test provides the answers you need to make informed hiring and promotion decisions.

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Not the perfect fit?  No problem.  We have many similar tests to choose from.  See alternatives in the TELEMARKETING SKILLS and CUSTOMER SERVICE SKILLS category sections of our site.

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The Contact Center Virtual Scenario is for entry-level positions in a contact center environment. Sample tasks for these jobs include: Interact with customers on the phone to provide information, take orders, and solve product or service issues; respond positively to difficult or irate customers; navigate within multiple open applications to find and view customer account details; and type information quickly and accurately. Potential job titles that use this solution are: Call Center Representative, Contact Center Representative, Customer Service Agent, and Customer Service Representative.

The Contact Center Virtual Scenario – Bilingual Spanish is for entry-level positions in a contact center environment in which calls are handled in both English and Spanish. Sample tasks for these jobs include: Interact with customers on the phone in both English and Spanish to provide information, take orders, and solve product or service issues; respond positively to difficult or irate customers; navigate within multiple open applications to find and view customer account details; and type information quickly and accurately. Potential job titles that use this solution are: Bilingual Call Center Representative, Bilingual Contact Center Representative, Bilingual Customer Service Agent, and Bilingual Customer Service Representative.

There are 3 other versions of this assessment available:

1. Contact Centre Virtual Scenario – Bilingual Spanish
2. Contact Centre Virtual Scenario (Untimed)
3. Contact Center Virtual Scenario – CAN-FR

Call Center (Call Center Scenario)
Max Time Allowed: 30 Minutes
Test Length: Approximate Completion Time 20 Minutes

Number of Sittings:  One
Designed for Unproctored Environment: Yes
Question Format:  Simulation

Navigation: This measures a candidate’s interactions within a realistic contact center environment by providing a workspace that simulates multiple customer service -based applications running on a Windows desktop simultaneously.

Service Orientation: This measures a candidate’s tendency to focus on meeting customers’ needs in a simulated telephone call context. This includes the tone and language used to respond to customers’ questions, apologizing when appropriate, and providing solutions that directly relate to customers’ requests.

Tactful Problem Solving: This measures a candidate’s tendencies to engage in problem solving with customers in the context of simulated telephone calls. This includes acquiring necessary information from both customers and systems to understand the nature of the problem, working through ambiguity to determine the correct answer, and tactfully explaining the resolution of the situation to customers.

Data Entry Speed: This measures a candidate’s ability to listen to and record information received from customers quickly.

Data Entry Accuracy: This measures a candidate’s ability to listen to and record information received from customers accurately.