Contact Center Simulations

The Contact Center Simulations provide an opportunity for candidates to interact with simulated customers in a contact center environment. They are designed to measure a candidate’s ability to listen attentively to the customer, take ownership of customer issues, resolve issues, navigate to find information, and enter information accurately.

The Contact Center Simulations provide an opportunity for candidates to interact with simulated customers in a contact center environment. Designed to measure a candidate’s ability to listen attentively to the customer, take ownership of customer issues, resolve issues, navigate to find information, and enter information accurately, the Contact Center Simulations are intended to measure how a candidate will respond in a variety of customer situations and assess the candidate’s computer skills in a contact center setting. The behavioral tests in this solution are intended to measure the candidate’s learning potential and the tendency to meet goals and work hard, even when faced with obstacles. Collectively, the assessments in this solution measure a wide range of important skills, abilities, and behaviors for entry-level contact center roles.

What It’s Best Used For

• Tailoring the Screen to the Job Type: Selecting between targeted Customer Service tracks (ideal for account assistance and cancellation requests) and Sales tracks (ideal for upselling, promotions, and navigating customer objections).
• Testing Live Multitasking Abilities: Benchmarking an applicant’s real-time computer navigation skills, evaluating how smoothly they can toggle through menus to find data while actively speaking with a caller.
• Vetting Simultaneous Data Entry: Evaluating a candidate’s “Accurate Typing” metric to ensure they can document details with proper spelling and punctuation without slowing down the cadence of the call.
• Measuring Drive and Resilience: Utilizing the extended “Solution” modules to identify high-potential hires who possess the persistence to overcome rejections, work toward transaction closures, and learn new technical workflows quickly.
• Global and Remote Recruitment: Administering secure, unproctored testing for international or work-from-home candidates across multiple language variations, including a Simplified Chinese version featuring both Mandarin and Cantonese audio.

Job Level: Entry-Level
Job Family/Title: Contact Centre
Time Estimate for Simulation: 20 Minutes (Customer Service) – 20 Minutes (Sales & Service)
Time Estimate for Solutions: 30 Minutes (Customer Service) – 35 Minutes (Sales & Service)
Number of Scenarios Per Simulation: 2
Number of Sittings: One
Question Format for Simulation: Simulation, Multimedia Situational Judgment Test, Data Entry, Typing
Question Format for Solution: Simulation, Multimedia Situational Judgment Test, Data Entry, Typing, Multiple Choice
Designed for Unproctored Environment: Yes
Languages: French (Canada), Italian, French, Dutch, Spanish, Portuguese (Brazil), Chinese Simplified, English (Australia), Latin American Spanish, English (USA), English International (Please note that for the Simplified Chinese version the audio is available in both Mandarin and Cantonese.)

The Contact Center Simulations – Customer Service Phone Simulation

is designed for entry-level positions in a contact center environment where the main focus is customer service.  This simulation includes scenarios (call types) that involve providing assistance with a customer’s online account and responding to a request to cancel a service.

Sample tasks for these jobs include:

• Verifying the customer or account;
• Taking ownership of customer issues;
• Interacting with customers to provide information;
• Responding positively to difficult, irate, or confused customers;
• Listening attentively to callers;
• Resolving calls in a timely manner;
• Navigating within multiple information menus to view customer account details and process information; and
• Typing information quickly and accurately.

Potential job titles that use this simulation include:

• Call center representative,
• Contact center representative,
• Contact center agent,
• Customer service agent,
• Customer service representative, and
• Customer advocate.

The Contact Center Simulations – Customer Service Phone Simulation

can be administered as a standalone assessment or as part of a solution.

The Contact Center Simulations – Customer Service Phone Solution

includes the Customer Service Phone Simulation and two behavioral assessments: Achievement and Learning Potential.

The Contact Center Simulations – Sales & Service Phone Simulation

is designed for contact center roles that involve sales or sales related behaviors such as recommending products or services and retaining customers. This simulation includes scenarios that allow the expression of sales-related behaviors, such as responding to customer objections, or noting the benefits of an offer or course of action.

Sample tasks for these jobs include:

• Interacting with customers on the phone to sell a product/service;
• Adding new or upgraded products or services;
• Extending promotional or retention offers;
• Responding appropriately to customer objections;
• Navigating to information menus to assist the customer and process information; and
• Typing information quickly and accurately.

Potential job titles that use this simulation include:

• Telesales representative,
• Outbound sales representative,
• Telemarketer, and
• Contact center representative.

The Contact Center Simulations – Sales & Service Phone Simulation can be administered as a standalone assessment or as part of a solution.

The Contact Center Simulations – Sales & Service Phone Solution includes the Sales & Service Phone Simulation and three behavioral assessments:

• Sales Focus
• Achievement
• Learning Potential.

Contact Center Simulations Knowledge, Skills, Abilities and Competencies Measured

Service Orientation: The tendency to engage in behaviors such as taking ownership of customer issues; advocating for the customer; and engaging the customer using appropriate tone, positive language, sensitivity, and respect.

Issue Resolution: The tendency to engage in behaviors that guide the customer toward issue resolution, including identifying customer needs, educating the customer, offering mutually acceptable solutions, ensuring issue resolution, and anticipating future issues.

Attentiveness: The ability to respond quickly to incoming calls, listen effectively to minimize the need for the customer to repeat information, and resolve calls in a timely manner.

Navigation: The ability to assist the customer by navigating quickly and accurately within a realistic simulated contact center environment

Accurate Typing: The ability to accurately process information and enter it into data fields, typing quickly and accurately (including proper spelling and punctuation) while listening to the customer.

Achievement: The tendency to set and accomplish challenging goals and persist in the face of significant obstacles; characterized by working hard, taking satisfaction and pride in producing high-quality work, and being competitive.

Learning Potential: The potential to learn new information and work-related tasks and use information to form solutions to complex work situations.

Sales Focus: The tendency to suggest or show alternative solutions based on customer needs; characterized by directing conversation toward a commitment/order/sale, showing confidence even after a hard refusal/rejection, and striving to close a transaction every time.