Banner
Banner
Contact usLogin
online-assessment
online-assessment
ONLINE ASSESSMENT TOOLS
HIRING
    Hire, Engage and Innovate
  • /header/Online-Hackathons.svg
    Hackathons and Ideathons

    Accelerate innovations

online-assessment
/assets/pbt/aboutTest.svg
/assets/pbt/skills.svg
/assets/pbt/customize.svg
/assets/pbt/features.svg
Generic Tests>Cognitive>Language>Call Center Assessment

Call Center Assessment to Hire the Best Call Center Professionals More Quickly

Call center assessment enables you to identify candidates with potential and job readiness to excel or thrive in a challenging customer service environment. Call center test ensures that prospective hires will have the adequate skills to communicate clearly with prospects/customers and solve their queries.

Inside This Assessment

In business, communication is everything. Marketing researchers have shifted their focus from what they would call 'transaction-centric models' to customer-relationship models. The nature of communication casts a particular impression on customers regarding the service they receive, which directly impacts consumers' behavior as to whether they will buy a specific product or, more importantly, become loyal to certain brands. Effective communication is crucial to delivering excellent customer service. Being able to communicate adequately can help gain affinity from customers, leaving them with a feeling of having been served well. That is why the cornerstone of a flourishing call center is a top-level customer service team that effectively meets the clients' needs and prompts them to become evangelists for their company.

Given the significant amount of time, effort, money, and resources invested in the recruitment drives, companies need to pull out all the stops to find the best candidates who possess have all the qualities required to thrive in a call center environment. That is where Mercer | Mettl’s innovative tool, SpeechX, comes in useful. It automatically grades candidates based on the required competencies, thereby helping hiring managers shortlist the best individual for the available position.

SpeechX has been developed to solve the hiring challenges faced by the call center industry. This assessment tool will assess candidates on their ability to listen actively and respond clearly. As a result, leading call centers can leverage Mercer|Mettl's Speech X to effortlessly screen job candidates and hire the most competent customer service agents and sales representatives. In addition, the tool focuses on finding capable candidates who possess personality traits integral to long-term success in their roles.

SpeechX is an AI-Powered English speaking proficiency assessment tool that solves the call center /BPO industry's major pain points, such as reducing turnaround time in hiring and eliminating human bias while selecting candidates. This tool-based assessment evaluates the candidates on fluency, pronunciation, grammar, and listening comprehension. The test is also AI-backed and auto-grades job applicants by providing an overall score based on the CEFR level that ranges from A1 (beginner) to C2 (proficient), helping the hiring managers know the candidate's skill level.

It is suitable to assess candidates for positions across all industries that entail frequent interactions with customers over inbound calls and direct interactions. When it comes to selecting talented job applicants for the call center staff, it's never been easier, thanks to the power of the Speech X tool. Whether for outbound calls or inbound calls, or both, hiring becomes seamlessly easy, enabling employers to craft a customized test specific to their needs.

Whether it is about building a bigger team for the onsite call centers or switching to remote working processes, Mercer|Mettl's SpeechX helps shorten time-to-hire, decrease turnover and attrition, and identify high performing employees.

Use this tool for:

You can use Mercer| Mettl's call center assessment to screen out those applicants who lack the required level of competencies and skills for the job, helping you develop your workforce the way you want.

SKILL LIBRARY

This Assessment is a part of following Skills Libraries

Customize This Test

Flexible customization options to suit your needs

Set difficulty level of test

Choose easy, medium or hard questions from our skill libraries to assess candidates of different experience levels.

Combine multiple skills into one test

Add multiple skills in a single test to create an effective assessment. Assess multiple skills together.

Add your own questions to the test

Add, edit or bulk upload your own coding questions, MCQ, whiteboarding questions & more.

Request a tailor-made test

Get a tailored assessment created with the help of our subject matter experts to ensure effective screening.

The Mercer | Mettl Advantage

The Mercer | Mettl Edge

  • Industry Leading 24/7 Support
  • State of the art examination platform
  • Inbuilt Cutting Edge AI-Driven Proctoring
  • Simulators designed by developers
  • Tests Tailored to Your business needs
  • Support for 20+ Languages in 80+ Countries Globally

Simple Setup in 4 Steps

Step 1: Add test

Add this test your tests

Step 2: Share link

Share test link from your tests

Step 3: Test View

Candidate take the test

Step 4: Insightful Report

You get their tests report

Our Customers Vouch for Our Quality and Service

Sweta Mishra
Sonal Kapur Sinha
Saranya Mukherjee
Anson Mathews
Dr. Fuad Said
Dinesh Jagnani

The turnaround time has been fantastic from day one till now. It has been two years now, and we have had no complaints about the turnaround time of their account managers. We started by discussing the online assessment tool. Later on, we went on to i

...read more

Sweta Mishra

Sweta Mishra

Director HR, IVP

Download Case Study

The validity of Mercer | Mettl''s assessments is exceptionally robust. It enabled us to funnel people who were precisely the type we needed. Mercer | Mettl helped us to accurately identify high-potential candidates within our internal team.

...read more

Sonal Kapur Sinha

Sonal Kapur Sinha

Head HR, Modern Foods

Download Case Study

Mercer | Mettl''s platform and the science behind it are highly intuitive and systematic for the test-takers. Customized assessments, how data is aggregated, and how you can download insightful reports directly from the system - stood out for us from

...read more

Saranya Mukherjee

Saranya Mukherjee

Lead, Early Career Development Campus & Employer Branding

Download Case Study

The ease of navigating the platform, the simplicity of the assessment reports, the ability to adapt to the COVID-19 situation -all of these helped us reduce bad hires, ensure successful probations and onboard individuals with the right set of compete

...read more

Anson Mathews

Anson Mathews

Organization Development Manager, Averda

Download Case Study

With Mercer | Mettl, we have probably experienced the best customer service from any tech company. It has two exceptional things - its software and the more important product, its staff, which is truly an asset.

...read more

Dr. Fuad Said

Dr. Fuad Said

MD, Internal Medicine, Jordan Hospital

Download Case Study

The quality of the recruitment increased, because previously we were not having any assessment. The quality of assessments and the quality of reports are very well catering to our requirements. The reports are very expansive, and it gives more light

...read more

Dinesh Jagnani

Dinesh Jagnani

Deputy Manager, Talent Management

Download Case Study

Frequently Asked Questions (FAQs)

For call center agents, staying in control during arguments or confrontations is essential. Given below are some strategies for handling rude customers:
 
 Remain calm and don't react
 Empathize with the client and never take someone's rudeness to heart
 Always listen actively to the customer's needs and if the situation calls for it, apologize
 Be clear, confident, and understand more details of the situation
 Come up with creative solutions

Listed below are some tips that call center reps must use to cope with a tense situation:
 
 Remain calm
 Refrain from taking anything personally
 Be an active listener
 Express sympathy for customer's undesirable experience
 Express apology whether the customer’s complaint is irrelevant or legitimate
 Find a solution to their problem

Every call center agent should have these skills:
 
 Flawless communication skills
 Strong technical skills and a good understanding of products/services
 Patience
 Flexibility and solution-seeking mindset
 Empathy
 Staying organized at work
 Listening capacity

Soft skills are tools that enable call center professionals to interact with customers, seniors, and colleagues. These skills can include emotional intelligence, growth mindset, adaptability, work ethic, team player mindset, active listening, and openness to feedback.

A call center acts as a vocal communication channel that clients use to ask queries, report complaints, or place requests with a business. Call center reps and customer support executives working in the call center handle customer complaints and resolve their queries.  

Call controlling involves extracting information from customers quickly and proficiently, so that call center agents achieve their maximum productivity.

Given below are some qualities that every successful call center manager should have:
 
 They stay connected with their team
 They lead by example
 They stand up for their teams
 They inspire and motivate their team to accomplish big tasks
 They keep the top talent engaged and motivated

Trusted by More Than 6000 Clients Worldwide

Looking for a solution for *


    COMPANY
    Partners
    PRODUCTS
    OTHERS

CALL US

INVITED FOR TEST?

TAKE TEST

ASPASP
ISO-27001ISO-9001GDPR
TUVNABCB

2023 Mercer LLC, All Rights Reserved

Terms of Services


Privacy Notice


Cookies


GDPR Compliance


Policy