Test Summary: Assessments aimed at measuring a candidate's proficiency regarding entry-level positions requiring customer service via electronic chat in a contact center setting (Versions of Tests Available: Short Form (One Sitting) and General (Two-Sittings)).
Test Specifications:
- Test Name: Contact Center -- eChat Support Agent Tests (Short Form and General)
- Job Level: Entry-Level Job
- Test Publisher: SHL
- Uses: Assess the candidate's proficiency regarding entry-level positions requiring customer service via electronic chat in a contact center setting
- Estimated Testing Time: 45 minutes (Short Form); 35 minutes Screening, and 45 minutes Selection (General).
Abilities, Knowledge & Skills Measured (Depending on Test Version):
Contact Center -- eChat Support Agent Test- Short Form (One Sitting):
- Data Entry Speed and Accuracy, Tactful Problem Solving, Service and Achievement Orientation, Navigation, Verbal Reasoning
Contact Center -- Business Retention Agent Test - General (Two Sittings):
- Data Entry Speed and Accuracy, Tactful Problem Solving, Service and Achievement Orientation, Navigation, Verbal Reasoning, Conscientiousness, Multitasking Preferences, Customer Focus, Contact Center Retention
DWS 0128
