Contact Center + 8.0 – Sales & Service

The Contact Center + 8.0 – Sales & Service Job Focused Assessment is designed to measure the skills, competencies, and behaviors needed for success in contact center roles that involve sales-related behaviors such as recommending products or services and retaining customers.

This JFA includes a mobile-optimized contact center simulation, a behavioral assessment, and a cognitive test. Together, these assessments capture the ability to provide exceptional customer service and drive sales in entry-level contact center roles.

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; and
• Reviewing account details and standard policies to assist customers;

Potential job titles that use this JFA include:

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

What It’s Best Used For

• Hiring Blended Sales and Support Roles: Screening candidates for entry-level positions requiring phone-based revenue generation, such as telesales representatives, outbound sales agents, telemarketers, and contact center reps.
• Assessing Sales Adaptability & Persuasion: Gauging a candidate’s comfort level with adding new or upgraded services, pitching promotional offers, and actively persuading hesitant clients.
• Unproctored Remote Screening: Vetting high volumes of remote or work-from-home candidates securely and easily, as the test is purpose-built for unproctored online completion in a single sitting.
• Measuring Resilience & Soft Skills: Evaluating crucial interpersonal competencies like handling customer objections, coping well with setbacks or professional criticism, active listening, and problem resolution.
• Protecting Onboarding Budgets: Pinpointing applicants who learn quickly and analyze data accurately so you invest training time and capital only into candidates with the highest potential to succeed.

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 Sales & Service 8.0
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 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.  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.

Adapts Interpersonal Style: Adjusts their approach and behavior to deal more effectively with others.

Persuades Others: Considers, adapts and applies different strategies in order to convince others to change their opinion or behavior.

Copes with Setbacks and Criticism: Stays positive when facing difficulties and does not dwell on negative events.