Test Summary: An assessment aimed at measuring whether a candidate has the necessary skills for the position of an inbound call center agent. The candidate is passed through series of tests aimed to simulate a call center environment.
Test Specifications:
- Test Name: Contact Center Scenario Test
- Job Level: Call Center
- Test Publisher: SHL
- Uses: Assess whether a candidate has the necessary skills for the position of an inbound call center agent
- Estimated Testing Time: 25 minute average (5 calls); 35 minute average (8 calls)
- Test Format: Call Center Scenario
Abilities, Knowledge & Skills Measured:
- Handling Anger, Problem Solving, Relationship Building
- Customer Service and Computer Navigation
