Contact Center Virtual Scenario

Hire the right person with the Contact Center Virtual Scenario for screening entry-level call center employees.

The Contact Center Virtual Scenario is for entry-level positions in a contact center environment. Sample tasks for these jobs include: Interact with customers on the phone to provide information, take orders, and solve product or service issues; respond positively to difficult or irate customers; navigate within multiple open applications to find and view customer account details; and type information quickly and accurately. Potential job titles that use this solution are: Call Center Representative, Contact Center Representative, Customer Service Agent, and Customer Service Representative.

The Contact Center Virtual Scenario – Bilingual Spanish is for entry-level positions in a contact center environment in which calls are handled in both English and Spanish. Sample tasks for these jobs include: Interact with customers on the phone in both English and Spanish to provide information, take orders, and solve product or service issues; respond positively to difficult or irate customers; navigate within multiple open applications to find and view customer account details; and type information quickly and accurately. Potential job titles that use this solution are: Bilingual Call Center Representative, Bilingual Contact Center Representative, Bilingual Customer Service Agent, and Bilingual Customer Service Representative.

What It’s Best Used For

• Vetting Front-Line Staff: Screening high volumes of external applicants or existing employees targeting roles like Call Center Representatives, Customer Service Agents, and Customer Service Representatives.
• Bilingual Environment Screening: Assessing candidates who need to handle dual-language demands, using specialized alternative versions tailored for Bilingual Spanish (English/Spanish) or CAN-FR (Canadian French) operations.
• Measuring Software Multitasking: Testing an applicant’s computer “Navigation” capability to ensure they can fluidly move between different open application menus to find account details while keeping a conversation going.
• Auditing Call Demeanour and Tone: Evaluating a candidate’s “Service Orientation” to gauge their use of positive language, their willingness to apologize when appropriate, and their skill in handling difficult or irate callers.
• Benchmarking Active Data Entry: Tracking data entry speed and accuracy to confirm that a candidate can listen to live caller information and type it out into data fields flawlessly.
• Secure Remote Recruitment: Administering rapid pre-screening tests safely to remote or work-from-home applicants, as the architecture is purpose-built for unproctored online environments.

There are 3 other versions of this assessment available:

1. Contact Centre Virtual Scenario – Bilingual Spanish
2. Contact Centre Virtual Scenario (Untimed)
3. Contact Center Virtual Scenario – CAN-FR

Call Center (Call Center Scenario)
Max Time Allowed: 30 Minutes
Test Length: Approximate Completion Time 20 Minutes

Number of Sittings:  One
Designed for Unproctored Environment: Yes
Question Format:  Simulation

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.