Call Centre – Situational Judgement Test

Everything you need to know.

When working in a call centre, individuals can find themselves in situations where they need to make the right decisions based on their own good judgement. This is especially true in high-pressure situations where the individual must make on-the-spot decisions that maintain customer satisfaction while following company protocol. As such, it's essential for employers to know whether their applicants for call centre roles have a proven competency when encountering difficult scenarios with customers.

What is a Call Centre Situational Judgement Test?

A Call Centre Situational Judgement Test (or SJT) is a helpful way to assess how candidates approach situations using their good judgement. In customer service based roles such as this, individuals are often faced with situations where they are required to make the right decisions under pressure whilst following company guidelines. This SJT assesses the candidate's levels of situational judgement abilities using real life scenarios.

In the assessment, the candidate is presented with 10 questions which they will be expected to answer in 15 minutes. These questions will consist of a series of scenarios along with a list of possible responses to each situation. The candidate will then be asked to rank each possible response, between 1-4, according to how effective they would be. Each answer is automatically marked and every correct answer will be awarded with one point. A maximum sum of four points can be awarded for each question. Any skipped questions will result in no points being awarded.

Who is the Call Centre Situational Judgement Test aimed at?

The SJT is aimed at those applying for and working within call centre specific customer service roles, such as call centre agents. For existing employees, the SJT can be used to practice and maintain their situational judgement abilities as well as obtain any additional skills - particularly useful for those new to call centre or customer service roles.

This assessment is also a useful tool for employers looking to integrate pre-employment testing into their recruitment process. Through using this call centre SJT early on during the application process, recruiters are able to filter out applicants who aren't able to showcase the appropriate skill level in a practical setting. By having only those applicants with the right level of competency progress to the next stage of the application process, employers will be streamlining recruitment and ensuring that accurate hiring decisions are made.

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Skills assessed

Reasoning

When encountering a difficult, high-pressure situation it's important that the individual is able to come to the appropriate decision using their own judgement. This involves carefully analysing the situation, going through the possible responses, and thoughtfully making the right decision. Candidates with high levels of reasoning will be able to independently solve problems and become productive employees.

Customer service

Call centre roles are typically customer facing, which is why excellent customer service skills are essential to this role. Applicants with strong levels of customer service knowledge are usually able to answer customer inquiries and resolve issues while representing the company to a high standard.

Call Centre – Situational Judgement Test

Course Features

  • Practice test available
  • Randomised presentation
  • 15 minutes available
  • 10 minutes average completion time
  • 15 questions presented
  • 15 questions in pool

Why use a Call Centre Situational Judgement Test?

Improved recruitment process

Skills and aptitude tests such as this provide a non-biased, streamlined way for employers to assess an applicant's skill levels. Traditionally, recruiters would have to rely on an applicant's CV to see whether they would be appropriate for the role. However this can sometimes result in inaccurate hires as they may not have the right skill levels in practice. Our SJT, as with our other available skills assessments, removes that element of guesswork so employers can see from very early on whether applicants have the necessary skills needed to complete tasks and excel in the role.

Enhanced training

This SJT can also aid in creating more efficient and effective training for your existing workforce. The assessment allows you to take practice tests before taking a final test, which means candidates can learn additional skills as they take the test several times. Using the SJT as a training aid also helps employers in creating a more cost-efficient development programme as there would be no need to hire external trainers or travel to external assessment centres.

Monitor workforce productivity

Employers can also use this test as a way to monitor their employees' productivity levels. These tests are an excellent measure of your team's current performance as well as how they are progressing and upskilling. By having an accurate measure of performance, employers and HR managers will be able to make more thoughtful decisions in terms of hires, promotions, and developing training programmes.


 

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