home
home

Accounting ]-[ Clerical ]-[ IT Technical ]-[ Online ]-[ Software ]-[ Industrial

Call Center Skills Testing

Call Center Skills Testing

Our Call Center Tests have been developed in conjunction with a leading professional training and consulting company who specialize in call center sales, customer service, management coaching and training. The quality of our tests will ensure your call center representatives are qualified in assessing your customers' needs professionally and efficiently.

The Call Center Tests simulate the environment of a call center and measure call center skills. Increase your sales and provide the high-quality customer service you're looking for!

Call Center 911 Operators

This test for 911 Operators focuses almost entirely on "Necessary Case Scenarios"--those situations that demand but one acceptable response to a particular situation. The test is broken down into six subject areas in order to efficiently address the various aspects of a 911 operator’s duties. The subject areas are as follows:

  • Critical Incidents
  • Information Gathering
  • Telephone Etiquette
  • Call Types
  • Citizen and Officer Safety
  • Teletype
  • This test is appropriate to administer to those with at least one year of experience as a 911 operator.

    Call Center Advanced Spelling

    The Call Center Advanced Spelling [audio] requires the test taker to listen to commonly misspelled words and spell the word correctly.

    Call Center Basic Spelling

    The Call Center Basic Spelling [audio] requires the test taker to listen to commonly misspelled basic words and type them correctly.

    Call Center Consumer Collections

    This test for Call Center Collections is aimed at determining whether the test taker has the knowledge and skills needed to function in a collections call center environment. Among the topical areas covered are: FDCPA (Fair Debt Collection Practices Act), Bankruptcy, Mathematical skills, Verification of Information and Telephone Etiquette. These questions are based on the seemingly most problematic areas of collections. The areas covered should assist in identifying the most qualified individuals in this field.

    Call Center Customer Service Scenarios

    The Call Center Customer Service Scenario [audio] test aims to assess whether the test taker can determine the most appropriate response to a myriad of basic call center situations. These situations are mainly customer service driven but there are also questions about creating effective call center environments, dealing with company policies, and figuring out departmental hierarchies.

    Call Center Customer Service Survey

    This test for Call Center Customer Service Survey is designed to measure customer service orientation, knowledge of preferred customer service behaviors, and customer service practices as they pertain to the call center environment. Most questions have a best and second best answer, scoring 2 and 1 points respectively. The best possible points for this survey is 144, however also provided is a percentage score that is based on points scored.

    Call Center Data Entry

    The Call Center Data Entry [audio] test measures the speed and accuracy of the test taker in conducting data entry in conjunction with information delivered audibly. The test requires the user to type information into a simulation of a database. The results report of this test indicates the speed in keystrokes per hour and accuracy of the data entry session. This test is appropriate to administer to those whose job description requires effective Data Entry skills.

    Call Center Environment

    This test, entitled Call Center Environment [audio] measures the test takerís ability to process orders using call center software. Such skills include the ability to navigate call center software, order entry speed, order entry accuracy, the ability to answer caller questions and the ability to problem solve. The Call Center Environment test is appropriate to administer to those with as little as one year or as much as four years of experience in a call center.

    Call Centre French-Canadian Customer Service

    This French Canadian version of the Call Centre Customer Service Survey is designed to measure customer service orientation, knowledge of preferred customer service behaviors, and customer service practices as they pertain to the call centre environment. Most questions have a best and second best answer, scoring 2 and 1 points respectively. The best possible points for this survey is 144, however also provided is a percentage score that is based on points scored.

    Call Centre French Canadian-English Bilingual

    The Call Centre French Canadian-English Bilingual [audio] test is an audio-based test that aims at assessing the ability of the test taker to move between French Canadian and English. The test contains questions based on conversational discourse, appropriate responses, and basic numeric understanding. This test is appropriate to administer to those who will need to speak both English and French Canadian on the job.

    Call Centre French-Canadian Telephone Etiquette

    The French Canadian version of the Call Centre Telephone Etiquette test focuses on determining the test taker's ability to handle difficult calls, contribute positively to the call centre working environment as well as the degree to which effective listening skills have been honed. This test is appropriate to administer to those who conduct much of their work over the telephone.

    Call Center German-English Bilingual

    This audio test aims at assessing the test taker's ability to read English and German and answer questions regarding what they've read. Everyday scenarios involving business situations, formalities, definitions and mathematics are presented.

    Call Center Inbound Sales Skills

    A candidate who successfully completes this test will have demonstrated a well versed knowledge of call center sales, service, operations, and procedures. Questions are based on situations and issues often encountered in call center environments. The test contains questions that range from basic to advanced. Hence, it is not advisable to gauge a candidateís skill as ďlackingĒ if they have merely one year of experience in the field and fail to answer the advanced questions correctly. While this test is appropriate for a candidate that has a minimum of one year experience in the field, it is intended to present questions that are challenging to the seasoned call center employee as well.

    Call Center Italian-English Bilingual

    This [audio] test aims at assessing the test taker's ability to read English and Italian and answer questions regarding what they've read. Everyday scenarios involving business situations, formalities, definitions and mathematics are presented.

    Call Center Listening Skills

    This test, entitled Call Center Listening Skills, employs audio-based call simulations to measure a test takerís listening skills, attention to detail and problem solving skills. Among the topics covered are identifying customer problems, listening with distractions, listening through emotional distress, and identifying caller attributes.

    Call Center Math

    This test is suitable for call center operators with at least one year's experience. It is designed to evaluate general math skills often employed in a Call Center setting. It covers the following areas; Service Level, Production, Payroll, Time Zone Conversion, Currency Conversion and Customer Required Information. This assessment may be applicable for Call Center Managers and Call Center Representatives where mathematical calculations are required. A calculator or scratch paper and pencil may be used if determined by the administrator.

    Call Center Outbound Sales Skills

    This test for Call Center Outbound Sales Skills was created to aid in identifying potentially successful outbound sales call center employees and applicants. The following categories are examples of those types of topical areas addressed within the test; Acceptance of Criticism - ability to use critical feedback to enhance performance, Assertiveness - ability to portray confidence interpersonally, Drive/Motivation - willingness to be productive and to succeed and Versatility - Ability to work on several different tasks at once. IMPORTANT: This test cannot be randomized because questions throughout the test will reference the previous questions data!

    Call Center Reference Manual

    Call Center Reference Manual (audio) is a timed test created to determine the skill level of the test taker in accessing information quickly and implementing that information effectively while using a reference manual. This test is appropriate to administer to the beginning reference manual user as well as the advanced. The difficulty level for each question is based on the ease or difficulty of accessibility of information specific to each question. Hence, an advanced level question requires some time to locate within the reference manual and an understanding of applying that information effectively. Conversely, a basic level question will be easily found within the reference manual and requires little work in understanding its application.

    Call Center Retention

    The Call Center Retention [audio] aims at assessing the test takers ability to hear information and remember it. The scenarios herein reflect those that the test taker will experience in the call center environment.
    This test is appropriate to administer to those working or desiring to work in a call center.

    Call Center Spanish-English Bilingual

    The Call Center Spanish-English Bilingual [audio] test is an audio based test that aims as assessing the ability of the test taker to move between Spanish and English. The test contains questions based on conversational discourse, appropriate responses, and basic numeric understanding.

    Call Center Spanish Customer Service Survey

    This Spanish version of the Call Center Customer Service Survey is designed to measure customer service orientation, knowledge of preferred customer service behaviors, and customer service practices as they pertain to the call center environment. Most questions have a best and second best answer, scoring 2 and 1 points respectively. The best possible points for this survey is 144, however also provided is a percentage score that is based on points scored.

    Call Center Spanish Telephone Etiquette

    This Spanish version of the Call Center Telephone Etiquette test focuses on determining the test taker's ability to handle difficult calls, contribute positively to the call center working environment as well as the degree to which effective listening skills have been honed. This test is appropriate to administer to those who conduct much of their work over the telephone.

    Call Center Technical Support

    The Call Center Technical Support (audio) test is intended for telephone based PC support technicians who help callers with technical issues. This test covers issues pertaining to Hardware, Windows, Difficult Users, Printing, and the Internet.

    Call Center Telephone Etiquette - New Version!

    The Call Center Telephone Etiquette covers and examines a general variety of skills, knowledge, and prior training for the Call Center Telephone professional. This assessment is focused on evaluating a trained customer service agent's communication skills along with their ability to recognize proper telephone etiquette, the best way to handle calls, department priorities, and the ability to provide first class customer service under any circumstances.

    Call Centre U.K. Inbound Sales Skills - New!

    A candidate who successfully completes this test will have demonstrated a well-versed knowledge of call center sales, service, operations, and procedures. Questions are based on situations and issues often encountered in call center environments. The test contains questions that range from basic to advanced. Hence, it is not advisable to gauge a candidate's skill as "lacking" if they have merely one year of experience in the field and fail to answer the advanced questions correctly. While this test is appropriate for a candidate that has a minimum of one-year experience in the field, it is intended to present questions that are challenging to the seasoned call center employee as well.

    Call Centre U.K. Outbound Sales Skills - New!

    This test for U.K. Call Center Outbound Sales Skills was created to aid in identifying potentially successful outbound sales call center employees and applicants. The following categories are examples of those types of topical areas addressed within the test; Acceptance of Criticism - ability to use critical feedback to enhance performance, Assertiveness - ability to portray confidence interpersonally, Drive/Motivation - willingness to be productive and to succeed and Versatility - Ability to work on several different tasks at once. IMPORTANT: This test cannot be randomized because questions throughout the test will reference the previous questions data!

    Call Centre U.K. World Geography

    The U.K. Call Centre World Geography test is designed to identify the test taker's knowledge of locations throughout the world. City, country, and continent locations are requested. This test is appropriate to administer to those who will be required to know basic world geography on the job.

    Call Center U.S. Cities Spelling

    This audio test for Call Center U.S. Cities Spelling test is designed to identify the test takerís knowledge of the correct spelling of major US cities and is audio based. While many of the cities are state capitals, it was the attempt of the test writer to include cities with high populations and, hence, more likely exposure.

    Call Center U.S. Geographical Locations

    The Call Center Geographical Locations test is designed to identify the test taker's knowledge of the location of major US cities by state. While some of the cities within the test are state capitals, many cities that are included were due to their respectively high populations and, hence, the greater likelihood that the test taker may experience these locations on the job. Note that some of the cities mentioned denote names of cities that occur in more than one state, the test taker should assume that the largest of those cities location is requested.

    Call Center U.S. State Abbreviations

    This test for Call Center State Abbreviations [audio] assesses the test taker's ability to hear the name of a U.S. state and correctly enter the appropriate state abbreviation using Call Center software.

    Call Center World Geography

    The Call Center World Geography test is designed to identify the test taker's knowledge of locations throughout the world. City, Country and Continent locations are requested. This test is appropriate to administer to those who will be required to know basic world geography on the job.

    To receive a Free Testing Software Demo and list of tests, please click on Download Files

    Top of page

    Call Center Test Pack
    • 911 Operators
    • Advanced Spelling (audio)
    • Basic Spelling (audio)
    • Consumer Collections
    • Customer Service Scenarios (audio)
    • Customer Service Survey
    • Data Entry (audio)
    • Environment (audio)
    • French-Canadian Customer Service Survey
    • French-Canadian English Bilingual (audio)
    • French-Canadian Telephone Etiquette
    • German-English Bilingual (audio)
    • Inbound Sales Skills
    • Italian-English Bilingual (audio)
    • Listening Skills (audio)
    • Math
    • Outbound Sales Skills
    • Reference Manual (audio)
    • Retention (audio)
    • Spanish-English Bilingual (audio)
    • Spanish Customer Service Survey
    • Spanish Telephone Etiquette
    • Technical Support (audio)
    • Telephone Etiquette - New Version!
    • U.K. World Geography
    • U.K. Inbound Sales - New!
    • U.K. Outbound Sales - New!
    • U.S. Cities Spelling (audio)
    • U.S. Geographical Locations
    • U.S. State Abbreviations (audio)
    • World Geography
    Navigation
    Accounting ]-[ Clerical ]-[ IT Technical ]-[ Online ]-[ Software ]-[ Industrial
    © KGA. All rights reserved. Page design by BasicTemplates.com