Primary Use – Entry level customer service selection
Assessment Type  – Mix of competency, personality, biodata
Job Level – Entry
Job Type  – Customer Service
Number of Items – 96
Estimated Time – 40 minutes (timed)
Administration Format – Proctored or Unproctored

The Customer Service Career Battery (CSCB) helps accelerate and improve hiring by quickly identifying individuals who possess the profile critical to success in today’s customer service environment. The CSCB can be used as part of a process for hiring new customer service employees or as a way to place current employees into new or existing customer service roles.

The CSCB is appropriate for candidates applying for individual contributor or leadership positions (or those already in these positions) in which customer service is important to job or role success.

Candidates have a maximum time of 75 minutes but typically the test takes 35 – 40
minutes.

It Assesses:

SOLVING PROBLEMS: The degree to which others perceive an individual as someone who effectively identifies and understands issues, problems, and opportunities; compares information and data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; takes action that is consistent with available facts, constraints, and probable consequences.

DEMONSTRATING DEPENDABILITY: The degree to which others perceive an individual as someone who sets high standards of performance for self; assumes responsibility and accountability for successfully completing assignments or tasks; self-imposed standards of excellence rather than having standards imposed.

WORKING EFFECTIVELY WITH OTHERS: The degree to which others perceive an individual as someone who works effectively and cooperatively with others; establishes and maintains good working relationships.

MAINTAINING A FAST WORK PACE: The degree to which others perceive an individual as someone who consistently maintains high levels of activity or productivity; operates with vigor, effectiveness, and determination over extended periods of time.

DEMONSTRATING CUSTOMER FOCUS: The degree to which others perceive an individual as someone who ensures that the customer’s needs are a driving force behind their decisions and activities; executes on service practices that meet customers and own organizational needs.

DEMONSTRATING SALES ABILITY: The degree to which others perceive someone as using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients; the degree to which a person identifies and executes on upselling opportunities.

ENSURING HIGH QUALITY OF WORK: The degree to which others perceive an individual as someone who accomplishes tasks by considering all areas involved, no matter how small; shows concern for all aspects of the job; accurately checks processes and tasks; pays close attention to relevant details over a period of time.

HANDLING STRESS EFFECTIVELY: The degree to which others perceive an individual as maintaining stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.

Common Job Titles:

• Inbound/Outbound Customer Service
• Call Center Customer Service
• Retail Customer Service
• Administrative/Clerical

Candidate Profile Reports are automatically generated and include the following sections:

• Band or Overall Score
• Performance Indicators
• Performance Outcomes
• Interview Questions
• Development Tips
• Verification Questions