Assess one's customer orientation skills

What is a Customer Service Assessment? 

Customer service is defined as the ability to accurately understand customer requirements and go beyond one’s way to deliver best service possible and ensure customer delight. An exceptional customer service holds the potential to transform your business and plays a vital role in customer retention. A customer service assessment aims to measure the skills and competencies that are required by an individual working in the customer service industry to perform tasks efficiently. Such a test helps you hire people having the required skills and competencies to serve customers. 

Why is Mettl's B2C Customer Focus Assessment important?

The Mettl's B2C Customer Focus Assessment tries to solve the problem of finding the right talent in the customer service industry by offering an innovative solution that measures customer orientation and a customer centric personality through 11 extensively researched competencies. This assessment can help you discover the right talent with the help of a powerful reporting tool that provides insight about candidate’s strengths and weaknesses along with a recommendation basis their performance on the assessment. 


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Looking for a customised test?

Are you looking for a customised version of this test. Or looking to get a new test build according to your requirements from scratch? Reach out to our subject matter experts and discuss the same.


Key profiles the test is useful for:

  • Customer service executives
  • Support executives in BPOs/ KPOs
  • People who are in client facing/ interaction roles
  • Floor personnel in Stores/ Malls
  • Floor managers in Stores/ Malls
  • Sales executives in different industries
     

Test Details:

Number of sections 

3

Number of questions

105

Test Duration

45 Minutes

Test Language

English

NOTE: If required, the test can be offered in other languages as well. Please connect with us for any such requirement.
 

Section Details:

Mettl Personality Inventory

Assesses the candidate's behavioral competencies required for a customer focused role and is based on Big Five Model of Personality.

Customer Focus Test

Assesses the functional understanding of the role through real-life situational judgement questions.

Cognitive Ability

Assesses the person’s ability to be able to learn and absorb information and apply that learning to solve problems and make decisions.


Answer to common queries:

What if a person takes a test in a socially desirable manner or manipulates or fakes the responses?

Utmost care has been taken care of the social desirability bias at the stage of the item construction itself. Only such items have been included in the final forms of the tests where, though the manipulation of response may seem obvious, but the scoring in such cases cannot be predicted. Alternatively, in few tests where the questions seem to be pretty straightforward, we scientifically figure out if the person has randomly responded or manipulated the responses.

Can we do benchmarking for an organization for a specific role?

It is possible to do so for different job roles for your organization. We follow a scientifically valid benchmarking process. Please write to us and we would be glad to assist.

Is it possible to map an organization's competency framework to your assessments?

We have an exhaustive list of satisfied clients. Please write to us for such a request and we would be glad to work out a solution for you.

How do we determine the thresholds for the proficiency levels for a norm group?

The thresholds for the proficiency levels are based on the normal probability distribution of scores for a particular norm group.

How are norms formed for any specific psychometric test?

The data obtained through across industries and across verticals of various types of organizations is updated in the Mettl database periodically. Utmost care is taken such that the newly added data gets incorporated periodically while preparing the reports.

What if the reports generated for the psychometric assessments differ from the actual behavior, attitude or aptitude of the person?

Human behavior is a projection of multiple psychological and environmental factors. So, any psychometric report should not be interpreted as a decisive predictor of a particular type of behavior or attitude. These reports should be integrated with all other sources of information in reaching professional decisions about the person. If you find any discrepancy in the reports from actual behavior of the person, always refer to the other environmental, physical and psychological factors driving that behavior. This should be preferably done under supervision of qualified professionals only.


How it works:

step 1
Mettl-PBT-1

Add this test to your tests

step 2
Mettl-PBT-2

Share test link from your tests

step 3
Mettl-PBT-3

Candidate take the tests

step 4
Mettl-PBT-4

You get their tests report


Note You will be charged only at step 3. i.e. only when candidate start the test.


Relevant for Industries

  • IT
  • ITeS
  • Banking & finance
  • Insurance
  • FMCG
  • Hospitality
  • Retail
  • Manufacturing
  • Healthcare