Call Centre Test

Call centre tests measure the skill set and character traits of individuals applying for a position in a call centre environment.

  • What is a call centre test?

    Call centre skills tests assess job applicants on their ability to articulate the necessary skills to succeed in a call centre position.

    Naturally, having a confident phone manner is required when working in a call centre, but this isn't the only skill employees must demonstrate to be a successful applicant. Information retention and recall, creative problem-solving, and strong organisational ability are all must-haves for a call centre operative. Depending on where you are placed, business acumen may even come in handy.

    The tests often cover topics such as reasoning skills for verbal and abstract abilities as well as decision making styles, personality, ethics and confidentiality.

    These tests are usually deployed after a candidate has submitted an application form for their chosen call centre role. Most of the time, tests are timed, made up of multiple-choice answers and candidates are given two or three days to submit them.

    Due to the timed nature of the tests, candidates scoring highly also prove their ability to perform well under pressure - which is of the utmost importance for a call centre operative.

About the Call Centre Test

There are two key types of call centre agents, inbound and outbound. Inbound agents tend to be customer service and support focussed, whilst outbound call centre agents are sales and market research focussed. Both require unique skills, yet have several in common.

All call centre agents must be able to use foresight to reach solutions quickly, be an excellent active listener, able to recall information with ease, and have an approachable demeanour. These aren't visible from reading a resume, which is why recruiters benefit from administering aptitude tests to receive unbiased support identifying the strongest candidates.

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  • Why use pre-employment testing for call centres?

    Finding the best candidate for the job is rarely an easy task. Call centre jobs attract a high volume of applicants, most with a similar level of experience which doesn't make the process any easier. It's hard to know who out of all those people would perform under pressure on the job.

    A call centre skills test removes this challenge and gives employers the ability to distribute skills tests to a large number of candidates, receiving comparative data back to review. The results give an unbiased ranking of your strongest candidates, thus improving the quality of hires efficiently.

    The test highlights how proficient a candidate is with the required skills of a call centre agent such as a good technical ability to manage software, good judgement teamed with quick-thinking, personability, verbal reasoning and knowledge retention.

    Candidates that don't meet the expected standards for the role can be discarded from the talent pool, reducing the amount of time-consuming personal interviews needed.

    Job roles call centre skills tests would be suitable for include:

    • Call centre agent
    • Call centre operative
    • Call centre administrator
    • Call centre manager
    • Call centre team leader
    • Remote chat agent
    • Call centre representative
    • Customer service agent
Picked Sample Report

View a sample report

Results for the Call Centre Test along with other assessments the candidate takes will be compiled to produce a candidate report. The report is automatically generated and available both online and as a downloadable pdf so they can be shared with other team members and employees alike.

Which specific tests should you use?

The following tests are useful in measuring the quality of your hires for call centre positions:

  • Verbal Reasoning
  • Abstract Reasoning
  • Personality
  • Job Knowledge Test

Verbal Reasoning

A verbal reasoning test assesses an applicant's ability to comprehend large volumes of written or oral information, identifying if the information is true, implied truth or entirely false.

Candidates achieving a high score on this test present outstanding communication skills essential to call centre roles for both understanding the callers' requests, as well as ensuring they are easily understood.

Abstract Reasoning

This is all about being able to predict follow up questions and potential challenges ahead of the caller having to address them. An abstract reasoning test measures an applicant's ability to think with fluid intelligence, meaning, they have the foresight and can answer or solve a query before it has to be asked. Solving with speed.

You can be certain a candidate performing well on this time-pressured test would make for a successful hire.

Personality

A personality test can be used to gauge whether a candidate would be a good cultural and team fit – for example how well they will build rapport with both the team and callers, how personable they are and how aligned to company values they are.

Traits call centre agents are tested on relating to qualities you would expect a customer-facing, team-oriented role to have. An ideal call centre agent would demonstrate skills in the following, which a personality test can identify:

  • Personability
  • Self-confidence
  • Empathic
  • Self-motivation

Job Knowledge Test

Job knowledge tests will be particularly specific, measuring a candidate's job readiness'. It will look at working knowledge of call centre systems, processes and data regulations. This identifies candidates who will require less extensive training to carry out their responsibilities.

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    All our Call Centre tests are written by accredited psychologists and fully validated.

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    For all levels

    We offer Call Centre tests for all levels so you can assess all roles within your organisation.

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    Candidate comparison

    Simple, easy-to-use candidate comparison reports mean you don’t need to be a psychologist to interpret them.

“We used Picked as part of our Finance Graduate Scheme recruitment and it was just what we needed – really simple to send candidates the link to complete and clear to see how the all compared. And great value for money!”
Christina, HR Director, Cancer Research, UK
Christina, HR Director, Cancer Research, UK
Call Centre Test expert

Written by a Call Centre Test expert

Our team of assessment experts is made up of I/O psychologists and psychometricians who are dedicated to making all of our tests as reliable, valid and fair as possible. They strictly adhere to best practices in the industry and stay on top of the latest innovations to ensure job candidates’ unique profiles of characteristics, abilities and knowledge are being measured accurately while minimising bias. They leverage decades of research and advanced predictive analytics to build assessments that link to outcomes that matter, such as job performance, turnover, engagement, culture fit and more.

“Personality profiling allowed us to perform lookalike modelling of our most successful employees and use this as a blueprint for new hires.”
Nick, HR Operations, Airbus, Spain
Nick, HR Operations, Airbus, Spain

FAQs

What is the typical recruitment process in a call centre?

A typical recruitment process for an accounting firm might look like this:

  • Submit online application
  • Complete pre-employment aptitude tests
  • Participate in a telephone interview
  • Followed by an in-person interview
  • Take part in an assessment day
  • Receive your job offer
What skills does a candidate in a call centre typically need?

The key skills required to be successful in a call centre role include:

  • Outstanding communication skills
  • Product knowledge
  • Information retention and recall
  • Active listener
  • Ability to work under pressure
  • Fast and efficient
  • Creative problem-solving skills
  • Empathy
  • Highly organised
  • Self-motivation
  • Good IT skills
What is the cost for Picked's call centre test?

We believe in simple, transparent pricing. We operate monthly and annual subscriptions so you can pick the perfect plan for you. Don't worry if you're not sure: you can always upgrade or downgrade later, or speak to us to discuss the option of a custom made plan to fit your needs. This is all you ever pay – no set-up or hidden fees.

Can I get a free trial?

Yes, sign up (no credit card required) and we'll give you a 7-day trial completely free. You'll get unlimited access to create as many jobs and test as many candidates as you like. You can cancel any time and you won't be charged anything.

“Focusing on data reduced the subjective decision making from our hiring process and allowed us to reduce bias and make better hiring decisions.”
Izzie, Head of HR, iZettle, Sweden
Izzie, Head of HR, iZettle, Sweden

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