Contact Center Scenario Test

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

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