Call Center Skills Test

Screen candidates for call center and telemarketing roles where phone etiquette attention to detail, math and professionalism are necessary using the Call Center Skills Test.

Purpose

Use the Call Center Skills Test to evaluate the capability and aptitude of an individual required for a position in a call center.

What It’s Best Used For

This test is best used during the initial hiring phase or for internal talent audits to vet candidates with or without prior experience for customer support and telemarketing roles.

• Targeting Support Staff: It is highly optimized for pre-screening Call Center Representatives and non-technical Help Desk personnel. Verifying Telephone Etiquette: The test directly measures a candidate’s ability to respond to clients professionally, use proper grammar, and demonstrate relevant vocabulary skills.
• Evaluating Problem-Solving Logic: It assesses critical cognitive competencies, including baseline analytical skills, basic math, and situational telephone problem-solving.
• Gauging Administrative Accuracy: The evaluation tracks an applicant’s close attention to detail and their natural ability to follow highly specific instructions under precise timing constraints.

Upon completion, hiring teams receive a comprehensive, four-page online performance report. The platform supports both English and French language configurations and is fully legal for use in Canada.

General Description

The Call Center Skills Test, from which a four-page report is provided to the client, is ideal for evaluating the potential of candidates with or without prior call center experience. It measures the following criteria:

Telephone etiquette and the ability to respond professionally to clients on the telephone. The candidate’s ability to use proper grammar. Vocabulary skills relevant to a call center positions. Attention to detail and ability to follow specific instructions. Basic math, logic, analytical and telephone problem solving skills.

Positions for which the test is appropriate

This test is used to pre-screen job applicants and in-house personnel in the following positions:

• Call Center Representative
• Non-technical Help Desk

Job criteria measured

• Telephone etiquette
• Ability to respond professionally to clients on the telephone
• Grammar
• Vocabulary skills
• Attention to detail
• Ability to follow specific instructions
• Basic math
• Logical and analytical skills
• Telephone problem solving skills

Test administration

The test requires only clerical supervision to administer and takes 60 minutes to complete. Each section is timed.

Validation Information Available Upon Request

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