Contact Center + 8.0 – Customer Service

The Customer Service + 8.0 Job Focused Assessment is designed for entry-level positions in a contact center environment where the main focus is customer 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; and
• Reviewing account details and standard policies to assist customers;

Potential job titles that use this JFA include:

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

What It’s Best Used For

• Hiring Entry-Level Support Staff: Screening external applicants for roles such as call center representatives, customer service agents, and customer advocates.
• Unproctored Remote Screening: Assessing candidates safely in a remote or work-from-home environment, as the test structure is fully optimized for unproctored online testing.
• Evaluating Practical Problem Solving: Testing an applicant’s real-time ability to navigate specific service scenarios, such as assisting with online account issues or handling service cancellation requests.
• Vetting Soft Skills and Demeanour: Measuring key competencies like active listening, service orientation, ethical behavior, and maintaining a positive impression under pressure.
• Maximizing Training Investments: Identifying high-potential hires who learn quickly and work to high quality standards before investing significant training resources in them.

Job Levels: Entry Level
Language: English (USA), German, Portuguese (Brazil), English International, Latin American Spanish, French (Canada), French,
Average Testing Time: 41 minutes – approximately 10 minutes longer than the Contact Center 8.0 Customer Service
Number of Sittings: One
Designed for Unproctored Environment: Yes
Question Format: Multimedia, Forced-Choice

This JFA includes the Customer Contact Simulations Customer Service Mobile-friendly Multimedia Situational Judgment Test.  The MMSJT includes scenarios (call types) that involve providing assistance with a customer’s online account, and responding to a request to cancel a service. The MMSJT is not offered as a standalone assessment; as part of the JFA, the MMSJT is paired with a behavioral assessment that covers additional customer service competencies.

Knowledge, Skills, Abilities and Competencies Measured 

Service Orientation: Engages 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: Engages in behaviors that guide the customer toward issue resolution. This includes identifying customer needs, educating the customer, offering mutually acceptable solutions, ensuring issue resolution, and anticipating future issues.

Understands Others: Observes and analyzes behavior to understand others’ reactions and perspectives.

Listens Attentively: Listens patiently and attentively.

Acts Ethically: Upholds certain behavioral standards regardless of external pressure or competing agendas.

Creates a Positive Impression: Manages own behavior to create a positive impression.

Analyzes Information: Identifies key factors and integrates information to understand data or situations.

Learns Quickly: Picks up new information and techniques easily.

Works to High Quality Standards: Completes every task with a high degree of quality.

Adapts to Cultural Differences: Is interested in and relates well with people from different cultures.