Vervoe logo
<\/i>","library":"fa-solid"},"layout":"horizontal","toggle":"burger"}" data-widget_type="nav-menu.default">
Free Trial
Request Demo
Customer Service

Contact Centre Representative Skills Assessment

<\/i>","library":"fa-solid"},"toggle":"burger"}" data-widget_type="nav-menu.default">

Assessment Category

Customer Service

Contact Centre Representative Skills Assessment

Assessment Details
Author
Vervoe
Questions
9
Audio Text Video
Skills
3
Active Listening Communication Empathy
Use Assessment Template
Assessment Summary
Contact Centre Representatives are responsible for receiving inbound communication (phone calls, emails, live chat, support tickets etc.) in relation to customer services across a range of departments such as orders, product or service enquiries, quotes and issue resolution. A contact centre representative is also responsible for maintaining relevant notes and documents on customer enquiries. Utilising and adhering to strict company processes and procedures to achieve service level standards.
Skills tested in this assessment
The skills that are tested in this assessment for a Customer Service Agent include how skilled the candidate is in utilising different communication strategies, how they engage with customers in different scenarios and how they listen and respond to customer queries. This assessment will test the thought processes they have to resolve customer queries in a positive and concise way, how they would empathise with frustration, as well as their opinion on what constitutes quality customer service.
What to test with this assessment
你可以期待了解沟通方式nd strategies the candidate may employ in different customer interactions, their knowledge on active listening, proficiency in problem solving effectively and in a way that establishes excellent customer experiences. You will also gain insight into the level of previous customer experience they have and what learnings they will be able to bring to their next contact centre representative role.

About the Contact Centre Representative Skills Assessment

Want to hire the best Contact Centre Representative to help your business? Use our expert Contact Centre Representative skills test to hire the best person and never make another bad hire.

A Contact Centre Representative is a member of a team of support agents who assist in answering any customer questions or assist with any issues they may be facing. Their goal is to provide excellent service in an efficient manner, and work to satisfy any pain points that may arise.

This Contact Centre Representative test assesses whether job candidates can successfully handle any challenges that they are faced with whilst following company processes. This can include having strong communication and empathy skills, as well as being an active listener.

Candidates who perform well on this Contact Centre Representative skills assessment will have all the technical skills to actively listen and participate in conversations with customers in order to assist them with their questions or issues. They will also have the required soft skills to effectively communicate with all internal and external stakeholders.

A candidate who is empathetic has the ability to deeply understand the feelings of others. They are able to understand how others may be feeling, and how they respond to specific situations. They acknowledge other people’s feelings and provide support and assistance.
People that have strong communication skills are able to receive and give information to others in both a verbal and written form. Being a strong communicator includes being able to effectively listen and speak to others, allowing candidates to work collaboratively with other team members.
对每一个员工来说是非常重要的哈ve strong active listening skills. This will help them to follow directions effectively, and importantly it will help them to be a good team member. Being a good listener will ensure that the employee is able to accurately understand information that is communicated to them, and they will be able to participate in meaningful and strategic business conversations. A candidate with active listening skills will not only hear what someone is saying, but also deeply understand the entire message being communicated.
G2 Icon
4.5/5

Read G2 Reviews

4.5/5

Read Capterra Reviews

4.5/5

Read GetApp Reviews

4.5/5

Read Reviews

LEADING SKILLS ASSESSMENTS

Pre-employment assessments are more than just a shortlisting tool with Vervoe

Vervoe skills assessments test a range of skills in one engaging, user-friendly flow. Unlock the hidden potential of candidates and remove unnecessary offline stages from your hiring process. Increase productivity and make decisions confidently with complete transparency around candidate scoring with data-rich profiles that make it simple to compare top performers.

Play Video
Build your ideal assessment
Assessments can be created using the builder, write your own questions or choose from our bank of 300,000+, or you can use a template from our assessment library of 300+ verified tests.
1
Invite and track candidate progress
Easily invite candidates via email, or generate a quick link for your job ad, career page or social channel to track candidate source.
2
Optimize your assessment
Train our AI to understand what good and bad answers look like for you so we’ll grade your candidates like you would.
3
Select what really matters
Candidate results come to life with scores, rank, trophies and top performer badges, allowing you to unearth what’s most important to you.
4
Hire your hidden gem
Once you’ve found the perfect candidate for your role, mark them as “Hired.” Your successful candidate report cards are then easily accessible in your company overview.
5
SELECTING THE IDEAL CANDIDATE

Contact Centre Representative Online Test Sample Questions

Create a free account today to access the full Contact Centre Representative skills assessment test and more from our assessment library

Question Type

Question

Communication

Question Type: Audio

If a customer began complaining about how they were treated by one of your colleagues, what would you do?
Question Type

Question

Active Listening

Question Type: Text

How do you balance high-quality customer service with speed?
Question Type

Question

Empathy

Question Type: Video

It’s Friday afternoon and the call queue is the longest it’s been all week. By the time your next caller is on the line with you, their temper has escalated after failing to connect and then waiting in queue again - they begin berating you for taking so long. What do you say when you hear how frustrated they are?

Never make another bad hire

Traditional job interviews don’t do the job

Try Vervoe Free

Transform the way you hire

HIRE FASTER

Hire 90% faster

Assessments are automatically graded by our powerful AI to save you time and provide accurate scores for each of your candidates. Top performers are highlighted by score and with trophies and badges.

AI Icon
HIRE SMARTER

预测性能

Surface the most qualified person based on how they perform tasks specific to your role. Test technical, non-technical, and soft skills in one assessment. Vervoe learns what’s most valuable to you, and identifies people with the skills to match.

HIRE FAIRER

Reduce bias

Instead of screening people out, make hiring inclusive by testing everyone that applies for your role. Do away with relying on resumes to find the best candidates and reduce human biases that can be introduced in the hiring process.

AI-Powered Skill Assessments

Your complete solution for skills testing

Immersive questions

With 10 unique question types from code challenges to working spreadsheets to engage your candidates and place them inside real world scenarios.

Content library

Over 300 ready to use assessment templates for a variety of different roles plus a verified bank of 300,000+ questions to draw from to create your own.

BYO branding

Add your logo and corporate colours along with personalised intro videos and introduction notes for candidates.

Vervoe Screenshot
Vervoe Screenshot
Easy invites

Invite candidates to your assessment by email, or get them to apply by taking the assessment directly from your job ad, social post or careers page. Use an ATS? We have a growing suite of ready to use integrations.

Complete skill profile

Results are displayed with overall scores and rank plus breakdowns of achievements for individual skills. Top performers are easy to spot with badges and trophies.

候选人报告卡

In-depth report cards for each candidate including a breakdown of results and achievements for each skill along with full assessment responses.

Collaboration tools

Easily shortlist, compare and share candidate report cards with hiring stakeholders. Leave comments and tag candidates for further stages.

“It eliminated bias, and we saw a huge improvement straight away. Candidates were now being assessed purely on their skills”

CANDIDATE REPORT CARDS

Dig deeper and make informed decisions

See who can actually do the job in real time, create efficiency through automation and quickly surface the most qualified candidates based on how they perform job-related tasks.

Candidate Card
Skill Breakdown
Track Hires
Team Tools
Candidate Responses
Vervoe Assessments

Frequently asked questions

Yes, all assessments are fully customizable meaning you can edit a word or two or delete the question and add your own. You can also customize correct answer samples to your exact business specifications.

We offer assessments for any stage of your hiring process.

Top of Funnel:Screen candidates at the top of the funnel with interactive multiple choice questions that include multi media choices. You’ll be able to test knowledge quickly and keep candidates engaged. Assessments are quick to complete ~20min

Mid Funnel:Combine a variety of question types like multiple choice with media, video responses to see how they communicate and a couple of presentation or spreadsheet questions to dig deeper into their technical knowledge. Assessments take ~40min to complete.

Bottom Funnel: A great opportunity to focus on a single outcome and test extensively with a more elaborate question and some documentation around the process. Assessments take ~ 1.5 hrs to complete.

You can completely customize an assessment for your brand including logo, colors and intro videos. You are also able to customize all of the candidate messaging so that it’s unique to your brand and business.

No, Vervoe assessments test for a range of both job specific hard skills and soft skills like communication or attention to detail. This means you’re testing a complete set of skills so you can be confident the candidate you hire not only has the skills to do the job but that culturally and behaviourally they’re the right fit for your business too.

We offer a range of interactive question types including code challenges, presentations, spreadsheets, document uploads, video, audio, multiple choice with media options and more. Each question type is a sample version of the real life tool. For example a code challenge is a snapshot of a live developer environment where a candidate can complete a specific task.
We have an extensive onlinehelp centerwith video and written tutorials to help you get up and running. Our friendly customer success team is also only a question away and can be contacted via ourhelp center.
Yes, all skills assessment are customizable and can be created tosimulate a jobor task. This provides the ability to test a candidate on real-life skills and abilities required for the role. A unique combination of different types of questions can simulate how a candidate will perform in different scenarios.

Combining a detailedjob descriptionwith a skills assessment can help to identify the specific skills and knowledge required for a job, and can streamline the candidate selection process. By writing a clear and concise job description, hiring managers can attract the right candidates for each role.

Vervoe's comprehensive recruitment guide onhow to hire a Contact Centre Representativeprovides a competency framework that maps out the core job-related hard skills and soft skills required for success in the Contact Centre Representative role. A Contact Centre Representative recruitment guide helps understand the hiring process of building the ideal candidate profile, writing an accurate job description based on skills, selecting the ideal candidate, interviewing top performers, and making a job offer.

Vervoe is the most sophisticated skill testing recruitment software on the market. It uses advanced machine learning to create tailored skills assessments that are instantly auto-gradable, allowing companies to test candidates for any skill, and automatically grade their response at any scale.

Vervoe’s automated AI-powered screening leads to90% reduction in time to hire, and67% fewer interviews per hire.

See how we compareto all other tools out there.

Trusted by forward-thinking companies to hire top performers

Vervoe Customer Walmart Logo
Vervoe Customer Australia Post
Vervoe customer KForce
Vervoe customer FDM
Vervoe Customer Omnicom
Vervoe customer TriNet
Vervoe customer Myob
HIRE TOP CANDIDATES

Use AI-Powered Contact Centre Representative Skills Assessments to hire better candidates, faster.

See who can actually do the job, create efficiency through automation, and quickly surface the most qualified candidates so you can make data-driven hiring decisions that propel your business forward.

Start Free Trial
AI-Powered Skills Assessments
G2 Badge Enterprise High Performer
G2 Video Video Interviewing High Performer
G2 Badge Best Support Enterprise
G2 Badge Users Love Us
G2 Badge Technical Skills Screening Best ROI
G2 Badge Pre Emloyment Small Business Requirements
G2 Badge Pre Emloyment Testing High Performer

相关的屁股essments

We help you confidently identify, test and evaluate key skills relevant to your role using our clever AI.

Retail Sales Associate

View Skills Assessment

Retail Associate

View Skills Assessment

Customer Success Intern

View Skills Assessment

Customer Service Assistant

View Skills Assessment

Customer Trainer

View Skills Assessment

执行主任

View Skills Assessment
Browse Assessment Library
Vervoe Logo White
Vervoe
Company
support
Legal
Linkedin-in Facebook-f Youtube Twitter
GDPR Compliant and ISO 27001
AI regulations audit compliance badge

Copyright © 2023 All Rights Reserved by Vervoe

Contact Sales
 Contact Sales