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Call Centre
Conversation

Everything you need to know

Designed to test an individual’s ability to listen to a telephone conversation and take note of relevant information. It measures the candidate’s ability to record audio data effectively, consistently and accurately, as well as speed of completion. Candidates are presented with a series of telephone conversations played in separate audio files. Conversations can be played at the individual’s own pace.

There are a range of scenarios and situations, similar to those you might reasonably expect to encounter when working in a call centre environment. The conversations include basic customer information you would expect to hear such as name, date, address and credit card details.

Candidates are required to input the information for each scenario until the timer runs out. The candidate’s responses are automatically marked based on their speed and accuracy. An error when typing will result in no point being awarded for the whole section containing the error.

Practice Test Available

RANDOMISED PRESENTATION

15 Minutes Allowed

60 questions in pool

Skills Measured:

Audio Comprehension

Speed

Accuracy

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