Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events


How To Enter the 2020 Members' Choice Awards - For Vendors




How to Identify the Best Customer Service Assessment Test for Your Call Center - The Connection - Blog

How to Identify the Best Customer Service Assessment Test for Your Call Center

Assessment testing can greatly enhance the hiring process for any call center. If created well, these tests can identify a candidate’s existing skills and knowledge. From customer service assessment to technical proficiency tests, it's important to find out whether a candidate has the personality and social acumen to succeed as a call center agent.

Considering the extremely tight labor market and the high turnover rate in the call center industry, the ability to sharpen the hiring process can make a substantial difference for the business. Here are some tips to identify the best customer service assessment test for your call center.

A Test for Everything

A call center is all about service, but not every call center is the same. Even though a candidate has experience does not mean they are the right fit for your environment and customers. When assessing a candidate, we recommend evaluating both the tactical skills needed for the job and their soft skills. That requires using a variety of tests to learn as much as possible about each candidate.

While there are numerous pre-employment assessment testing programs you could use to help determine your candidates’ competencies and capabilities, it is important to zero in on tests that focus on your most-desired skills and personality traits.

Tactical Skills

Call centers require standard skills in typing, computer navigation, and basic writing. Testing in these areas confirms a candidate’s fundamental proficiency. There are also basic skills tests that determine the ability to understand and apply training and to communicate clearly in two-way conversation with customers. Often, these tests can be administered efficiently and objectively online.

Customer Service Orientation

Pre-employment assessments can also predict how likely a candidate is to be a good fit as an agent. Soft skills tests measure a candidate’s personality traits — things such as patience, tact, and “helpful nature.”

But, can the candidate pull it all together to succeed as an agent? Call centers are fast-paced, often difficult working environments. Someone may have the necessary tactical skills and personality traits, but you want to know how they will actually perform on the front line.

This is why companies also assess candidates using behavioral interviewing questions, role-playing, and scenario-based, situational questions along with traditional testing. These “real life” opportunities allow the candidate to demonstrate their ability to solve problems and handle varied customer service situations.

Customer Service Assessment Test ROI

What does the candidate bring to the job? Can they be trained to do more? Do they have what it takes to succeed? Even when efficiently administered, assessment testing takes time and costs money. Not surprisingly, though, candidates who score higher on assessment tests are more productive on the job and more likely to stick around. Testing is well worth the investment if it results in a boost in customer service quality (and, quite possibly, revenue) and reduces expensive turnover.

The key is to identify the best customer service assessment test process for your call center.


Publish Date: March 28, 2019

2020 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

View more from The Connection

Recent Blog Posts:
Healthcare Call Center Best Practices: Work with a Qualified Call CenterMarch 12, 2020
Interpreting a Call Center Metrics Dashboard with The Connection®February 13, 2020
Benefits of Outsourcing Your Appointment Setting ServicesJanuary 30, 2020
Customer Service Trends to Look Out for in 2020January 16, 2020
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid ThemNovember 21, 2019
Call Center Staffing: Best Practices for an Outstanding TeamOctober 31, 2019
It's All in the Numbers: Your Ultimate Guide to Call Center MetricsOctober 17, 2019
Customer Satisfaction Metrics: What You Should Know About CSAT and NPSMay 30, 2019
How to Identify the Best Customer Service Assessment Test for Your Call CenterMarch 28, 2019
Call Center Training Tips for Managing New HiresMarch 7, 2019
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =