Contact Center - Agent Tests

Test Summary: Assessments aimed at measuring a candidate's proficiency regarding customer service in a contact center environment (Versions of Tests Available: Short Form (One Sitting Unproctored) and General (Two-Sittings)).

Test Specifications:
  • Test Name: Contact Center -- Agent Tests (Short Form and General)
  • Job Level: Entry-Level Job
  • Test Publisher: SHL
  • Uses: Assess the candidate's proficiency regarding customer service in a contact center environment.
  • Estimated Testing Time: 40 minutes (Short Form); 35 minutes screening, 40 minutes selection (General)
  • Test Format: Multiple-Choice -- Adaptive
Abilities, Knowledge & Skills Measured:
  • Customer Focus, Service Orientation, and Contact Center Retention
  • Working with Information, Navigation, and Tactful Problem Solving
  • Data Entry Speed and Accuracy as well as Multitasking Orientation
  • Professional Potential and Achievement Orientation: Measuring the potential for professional success

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