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Why do you need call centre customer service tests?

If you’re hiring for a position requiring skills specifically for a call centre environment, then our Call Centre customer service skill tests are exactly what you need to ensure your job applicants have what it takes before you employ them. Our pre-employment assessments such as Customer Service (scenario-based) and other tests within the module offer a full comprehensive range.

It’s fast, efficient and will give you confidence to make a smarter recruitment decision. Or do you want to re-train your existing employees? Provide them with the relevant skills they need to improve their day-to-day work.

Overview of Customer Service Test

Designed to assess an individual’s ability to prioritise the most appropriate response to a customer’s requests in a customer-focused call centre or help desk setting. Candidates are presented with a series of scenarios and a list of possible responses to rank according to which response they believe would be most ineffective to the most effective for the given situation.

Customer Benefits?

Bespoke alignment to client specific data can be provided upon request. Candidates are measured on each correctly ranked response to a maximum sum of four for each question.

Recommended Applications

This test is recommended for those in a Call Centre or Customer Service environment and where clear communication is an asset.

Complementary Tests

As well as our Customer Service Test, there are several complementary tests that come under the Call Centre Tests module:


Customer Service Test Example Question:

Q. You have just received a call from an angry customer. They are upset that their payment has been declined whilst they were shopping with friends. They advise you this is the third time the card has been declined in the last three months. Please rate the possible responses to the scenario from most ineffective to most effective.


Find out more on Customer Service Test pricing,
benefits &
 a demo for your company


Customer Service Scenario-based Test FactFile


Key skills measured:
  • Communication
  • Diplomacy
  • Team work
  • Patience
Test Detail:
  • 10 Questions asked
  • 15 Minutes to complete
  • 13 Minutes average taken
Complementary Tests:
Customer service test example report

Sample Call Centre Customer Service report

Sample Call Centre Customer Service [Scenario-based] report to get a feel for the type of analysis you can receive from a candidate taking this test.

Report clearly shows the candidate’s percentage score, the questions where they received the maximum score or just a partial score, as well as giving them a percentile score against others in your organisation and worldwide.

Require bespoke adjustments to these customer service tests?

All assessments can be adjusted to meet your specific needs. Bespoke activities often include the addition of business-specific customer service questions relating to specific software, company policies and procedures as well as the removal of questions if required.

To find out more about our bespoke assessments, click here.

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Skillarena have given us a fresh perspective on our workforce and the motivation to build upon attracting the right people through an engaging employer brand.
Alison Tookey Employee Relations Advisor, Home Retail Group
Choosing Skillsarena was the best business decision we made, the system is slick and easy to use, our business processes are faster and I recommend the company when speaking to other about their recruitment problems.
Alan Blake Managing Director, Secom Plc
Skillsarena’s tests have been used throughout the organisation for all levels of recruitment up to the most senior and have been very well received. The response to the tests has been overwhelmingly positive. All of our recruitment managers are absolutely delighted.
Mark Gillmam Recruitment Business Partner, Southern Housing

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