Customer Service 5.5

Hire the right people with the Customer Service 5.5 for screening candidates for entry-level customer service roles involving a high degree of interaction with customers in person or on the phone..

The Customer Service 5.5 (formerly the Customer Service – Short Form) solution is for entry-level positions that involve a high degree of interaction with customers in person or on the phone. Sample tasks for this job include, but are not limited to: taking orders; solving product or service issues; responding positively to difficult customers; referring unresolved issues to the appropriate individuals; providing information on products and/or services. Potential job titles that use this solution are: Account Service Representative, Account Representative, Customer Service Representative, and Customer Service Agent.

What It’s Best Used For

• Screening Frontline Support and Phone Staff: Rapidly vetting incoming applicants for high-volume service positions like customer service agents, account service representatives, and telephone order takers.
• Evaluating Stress Tolerance and De-escalation: Identifying candidates who possess “grace under fire”—the ability to maintain a positive demeanor, think clearly, and tolerate rude or irate clients calmly without getting flustered.
• Assessing Rule Adherence and Policy Compliance: Testing an applicant’s ability to follow detailed workspace instructions, map out correct corporate actions based on set guidelines, and handle task execution precisely.
• Predicting Work Ethic and Accountability: Measuring deep-seated conscientious traits to ensure prospective hires take personal responsibility for fulfilling commitments and completing paperwork accurately.
• Unproctored High-Volume Hiring: Running secure, remote pre-screening protocols for work-from-home or large applicant pipelines, as the system is purpose-built for unproctored web environments.
• Guiding Internal Promotions: Auditing existing employees to assess their underlying drive for success, negotiation capability, and long-term potential before advancing them to mid-level roles.

Job Level: Entry to Mid-level
Job Family/Title: Business Suite
Localizations Available: US English
Average Testing Time (minutes): 42 minutes
Maximum Number of Questions: 225 items (199 items on average)
Number of Sittings: One
Designed for Unproctored Environment: Yes
Question Format: Multiple choice, Multiple choice – adaptive

The Customer Service 5.5 assesses the following:

Conscientiousness: This component measures the tendency to exhibit personal responsibility, follow rules and guidelines, and complete work thoroughly and precisely. This trait is characterized by trustworthiness, fulfilling commitments, dedication to the completion of all work tasks completely and accurately, and organization.

Composure: This component measures the tendency of one’s ability to think clearly and objectively during times of stress or intense pressure. This trait is often described as “grace under fire” and is further characterized by operating under a positive outlook despite criticism, worries, and guilt.

Drive for Success: This component measures the tendency to set and accomplish challenging goals, to believe in one’s own ability to get the job done, and to assert one’s influence to drive others towards a common goal. This trait is characterized by working hard, demonstrating optimism in the face of adversity, and negotiating effectively with others to accomplish goals.

Service Professionalism: This is a measure of the tendency to have potential for success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.

Following Instructions: This is a measure of the ability to follow detailed instructions and select the appropriate course of action. This component is characterized by the ability to understand a set of rules and choose the correct response based on these rules.

Customer Focus: This measures the tendency to show persistent enthusiasm when interacting with customers. This trait is characterized by: apologizing sincerely for inconveniences, being patient, tolerating rude customers calmly, and searching for information or products for customers.