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Contact Center Simulations – Sales & Service Phone Solution

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The Contact Center – Collections Agent – Short Form solution is for entry-level call center collections positions in inbound or outbound call centers environment. Sample tasks for these jobs include, but are not limited to: monitoring overdue accounts to update status; calling customers with overdue accounts; and persuading customers to pay their overdue accounts. Potential job titles that use this solution are: Call Center Collections Agent, Contact Center Collections Agent, and Collections Agent.

Job Level – Entry-level
Job Family/Title – Contact Center
Languages Available – English (US)
Average Testing Time – (minutes) 45 minutes
Maximum Number of Questions – 111 items and 4 calls
Number of Sittings – One
Designed for Unproctored Environment – Yes
Question Format – Simulation-Multiple choice

Knowledge, Skills, Abilities, and Competencies Measured

Persistence: The Collections Agent – Short Form is a measure of the tendency to set specific goals and work hard to achieve these goals. This trait is characterized by: suggesting the best solution for customer needs; being able to direct conversations towards a commitment/order/sale; and continuing to try if not successful the first time.

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.