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Test Name
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Test Time
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Description
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Call Centre - Coding
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4 Minutes
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Examinees are given 4 minutes to correctly locate as many correct codes as possible from a list of extensions, country codes and departments.
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Call Centre - Data Analysis
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30 Minutes
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Examinees are shown various price charts and asked to determine which price should be charged for different scenarios.
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Call Centre - Inbound Sales
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10 Minutes
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Examinees answer questions on topics such as sales strategies, features vs. benefits, needs vs. desires, closing a sale as well as effective sales techniques
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Call Centre - Outbound Sales
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15 Minutes
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Examinees answer questions on topics such as prospecting, features and benefits, needs versus desires, sales strategy, cold call tactics and closing techniques.
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Call Center - Service Skills
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10 Minutes
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Examinees answer questions on topics such as how best to deal with dissatisfied customers, proper telephone skills and communication techniques.
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Call Centre - Telephone
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10 Minutes
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Examinees answer questions on topics such as holding and forwarding calls, taking and leaving messages, telephone etiquette as well as telephone terminology.
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Call Centre - Customer Service Simulation
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35-50 Minutes
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This multimedia assessment measures key customer service competencies in a simulated call centre scenario. Test takers must decide how to effectively respond to callers while dealing with distractions and generating the best outcome across a variety of scenarios. Test measures customer service, rules adherence, multitasking, keyboarding and call management.
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