How to Pass a Call Center Assessment Test: Essential Guide

by Sarah Duncan

If you’re applying for a call center job, you may have to take an assessment test alongside an interview. This can be a scary part of the hiring process if you don’t know what to expect.

The assessment is a key part of the call center interview process. It helps employers find the most suitable candidates for the job by testing their skills and processes.

Take the Call Center Assessment Test to improve your score.

Thankfully, today we’ve got you covered. In this article, we’ll discuss:

  • The types of questions and format of the call center assessment test
  • Strategies for preparing for the test
  • The skills you need to practice
  • Some common mistakes to avoid

Let’s get into it!

Understanding the Call Center Assessment Test

The call center assessment test aims to find candidates who match the ideal skills for the role.

As a call center operator, you’re the first point of contact for the customer. Showing that you can accurately represent the company is one of the most important aims of the test.

While the specifics of the role will vary between companies, employers are typically looking for candidates who can demonstrate a friendly and responsible attitude.

Employers are looking for skills such as communication, problem-solving, and customer service.

The test is usually multi-choice, and you’ll likely have to sit it online. The questions might also be timed – but don’t let this worry you! Being quick on your feet is another important part of the call center role.

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Types of Questions and Format

The test itself will have two sections: a personality test, and a scenario-based section. Some tests also might opt for a third section based on cognitive skills, and you might also have to sit for a typing test.

For the personality section, you’ll be asked to rank statements based on how they apply to you.

The goal is to analyze your personality and work style; employers are looking for friendly and approachable candidates who demonstrate customer service savviness.

The scenario section covers everyday work scenarios you might encounter. For example, you might be asked to listen to a query and then show how you’d respond.

You might be given a list of responses to choose from to show that you know the correct process for the scenario.

Preparation Strategies

So how do you prepare for a call center skills test? Let’s go through a few tips and strategies:

Study customer service principles

The first thing you should do when applying for a customer-focused role is brush up on your customer service skills.

Customer service is more than acknowledging that ‘the customer is always right;’ it’s about providing a seamless experience.

Practice your listening and problem-solving skills. Showing that you have empathy and can be proactively helpful are other things you can practice. Finally, being flexible is another great way of demonstrating these skills in the test.

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Try role-playing scenarios and practice tests

Now let’s move on to more practical strategies. Getting a feel for the role first is a great way to study and also helps you feel more confident when it comes to sitting the test.

A good way to do this is by sitting practice tests. This is a great way of seeing where you need more practice and also helps you know what to expect on test day.

Try using JobTestPrep’s tailored simulations to help you prepare for the test!

Their Call Center Preparation Pack offers enough practice assessments for you to become familiar with the test. They even give you feedback on your results so you know what to focus studying on.

Tips for the personality section

There’s no way to study for the personality test (unless you feel like doing a bunch of them!) but there are plenty of ways you can give yourself a better chance of providing a great impression.

Another way you can study is by researching the company and looking into its ethos. Are they all about big team wins, or personal successes?

Understanding the company’s culture is a great way to show that you’re the best candidate.

Remember to answer the questions honestly – don’t overthink it!

Stay clear of neutral answers so that you can give the employer a clear understanding of who you are, and don’t forget to make sure you’re answering the questions in a workplace context.

Skills Evaluation

Depending on the role, you might also have to showcase skills like typing, computer knowledge, audio transcription, and data entry.

These skills will either be assessed in a separate test or as part of the scenario-based section. For example, you might be asked to fill out a form while simultaneously listening to a call.

If this is your first call center position and you’re unfamiliar with these skills – don’t panic!

Skills like typing and computer knowledge are pretty transferable and easy to learn. Showing that you’re a quick learner and capable of following instructions to the best of your ability is a good way to make up for lack of experience.

In terms of your personality, employers will be looking to see that you can demonstrate traits such as being empathetic, flexible, patient, and accurate. Being able to work in a repetitive environment is another key component.

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Common Mistakes to Avoid

Not Showing the Right Skills

One of the biggest mistakes people make is not knowing what skills employers are looking for. Remember that they’re looking for excellent customer service, communication, and problem-solving.

Remember to not only be yourself but play to your strengths. For example, show off your clear communication skills, rather than trying to sell a product.

Panicking and wasting time

Another common mistake is that candidates will panic and end up wasting half of the test time.

Make sure you read the questions carefully so you know what they’re asking of you. If you get stuck, move on to easier questions instead of wasting precious time.

Not being professional

Remember, as a call center employee, your job will be to connect with customers. Make sure that your answers are professional and demonstrate customer-centric principles.

After the Assessment: Next Steps

Once you’ve completed the assessment, now comes the waiting game. You can expect to hear back from your employer with either an invitation to a follow-up interview or other additional steps.

Don’t panic if they don’t respond right away! They still have to assess other potential candidates and compare scores. Just remember that the hard part is over now.

They most likely won’t tell you how well you did, although they might give you some feedback.

If you do get another interview, you’ll likely have to discuss your responses in the assessment, so be prepared to explain why you chose them!

Final Thoughts

Taking a test for a job interview can be a nerve-wracking experience, but it’s an important step in the hiring phase.

The test provides you with the opportunity to show off your strengths and present yourself as the ideal candidate for the role.

By understanding the format and types of questions on the test as well as the right skills for the role, you can increase your chances of success.

Approach the test with confidence, and make sure you remember your customer service principles!

With these tips, you’ll be well on your way to acing the test and landing a job as a call center employee. Happy testing!

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