The Ultimate Preparation Guide for Call Center Assessment Tests
Call center positions are incredibly popular in North America. In the United States, the top 25 call center companies employ nearly 600,000 people around the US. In addition, call center work spreads beyond these giant companies and can lead to careers in hospitals, local stores, restaurants, or any business that may require digital or phone-based customer care.
With the popularity and demand of these positions, many falsely assume that they are simple jobs to land. However, that isn’t the case. Especially considering how common it is to issue some form of a call center assessment to all applicants.
What Are Call Center Assessments?
Call center assessments are tests that are issued to those seeking a position in sales, customer support, or any other phone or digital communication centered job. These tests are different depending on the company for which you’ve applied, but they are all testing for the same general skills:
- Data Entry/ Accuracy
- Verbal and Oral Communication
- Cognitive Aptitude
- Customer Service Skills
This means that each test will include a variety of sections to target all these skills.
Here are three of the most popular assessment test sections you may be faced with:
As with many customer service roles, you must fill in a personality questionnaire. These tests are typically filled with various workplace and behavior scenarios, and you are meant to identify which items you most identify with.
This may be done by allowing you to judge a statement on a scale or by comparing two statements and choosing which is most like you.
No matter how the questions are presented, each company will be looking for roughly the same personality traits – you are a people person, you are comfortable with communication, and you can handle high levels of pressure.
Job Scenario Testing
Job scenario testing will be made up of questions and prompts that are specifically applicable to the job at hand. For instance, if you are applying at a call center that handles a technical service, you will likely be tested on your knowledge of computers, the piece of tech, etc.
This makes it important to recognize which company you are applying for and ensure your practice materials are applicable to that company and position.
You don’t want to practice for a medical call center only to be tested on information that applies to a technical support role.
Cognitive Aptitude Test
Cognitive aptitude tests are incredibly common in the world of pre-employment testing. This is thanks to their ability to assess people’s overall ability to think logically and solve complex problems.
This isn’t a test of your knowledge gained through education or work experience. Instead, these tests utilize visual puzzles, questions, and unique scenarios to determine if you have potential regarding the role, learn the necessary skills, and continue to learn as things change and businesses grow.
Situation Judgment Testing (SJT)
Situational Judgement Tests are used to determine how well you handle a variety of scenarios within the scope of your professional duties. SJTs are psychological assessments that contain only multiple-choice questions. These questions will come immediately after being presented with a hypothetical situation that may be faced during a typical workday.
Preparing for a Call Center Assessment with Next-Interview
Don’t be overwhelmed by all the sections and variety in these exams, any call center test can be mastered through a bit of preparation. At Next-Interview, we know how important it is to make a great impression on your pre-employment testing, which is why we provide all the information and practice materials you need to ace your exam.
Whether you need help getting the desired result on a personality exam or want to improve your cognitive thinking skills, we have the practice materials you need. Ready to land a great call center job? Check out Next-Interview’s prep selections today!