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Core Corporate Functions>Customer Support>Assessment for Customer Care Representative

Assessment for Customer Care Representative:

Call center simulation ensures a structured call center assessment of candidates based on competencies like customer service orientation, work management, cognitive ability and other traits that ensure success in the role of a customer care representative.

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Inside This Assessment

Mercer | Mettl's call center simulation test helps recruiters and hiring managers to identify the most competent candidates from a large talent pool. Designed by subject matter experts, this call center assessment is especially meant to cater to the level of technical and vocational skills required in a professional dealing with inbound calls, customer queries, client concerns, etc.

This call center exam is suitable for roles across all industries that requires customer interactions over inbound calls as well as direct interactions with customers.

SKILL LIBRARY

This Assessment is a part of following Skills Libraries

Customer Care Test Competency Framework

Get a detailed look inside the test

Competency Under Scanner

Work Management

Competencies:

Accountability

Demonstrating an ability to take responsibility for one's actions and decisions. Following through on the commitments made, without passing on blame to others in case of failures.

Multitasking

Demonstrating an ability to carry out tasks in an energetic and fast paced manner, characterized by the ability to involve oneself in multiple activities simultaneously to ensure efficient completion of goals.

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

P D Jose
Sonal Kapur Sinha
Saranya Mukherjee
Anson Mathews
Mahesh Calavai
Mayank Jain

As the value chain of the education systems continues to get disrupted by new technologies, Mercer | Mettl is at a sweet spot in testing. I believe it is going to play an important role in the future of the education space.

...read more

P D Jose

P D Jose

Chair Digital Learning, MOOCs Initiative & Strategy at IIMB

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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

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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

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Saranya Mukherjee

Saranya Mukherjee

Lead, Early Career Development Campus & Employer Branding

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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

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In Mercer | Mettl, we found a good combination of three core attributes that we sought in our talent assessment partnership. Its proctoring feature was brilliant, and a particular facet that stood out was the platforms flexibility in working for spec

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Mahesh Calavai

Mahesh Calavai

Chief Data & Analytics Officer, TVS Motor Group

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We had an extremely pleasant experience working with Mercer | Mettl. Thanks to Mercer | Mettl we were able to ensure contuinity in examination. I dont think we could have offered our exams any other way.

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Mayank Jain

Mayank Jain

Manager, Vidyamandir Classes

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Frequently Asked Questions (FAQs)

Utmost care has been taken to reduce the probability of individuals trying to present themselves in a socially desirable manner at every stage of the tool development.  The following are some of the steps taken:
 
 The item format of the assessment – the ‘semantic differential’ format – was deliberately selected for the purpose of making it hard for candidates to guess the appropriate response and ‘fake’ in order to increase their scores. The items are presented in a format that requires the individual to consciously think about their preferences and then make a choice between two equally ‘desirable’ statements.
 
 Before beginning the assessment, the candidates are provided with information on the format of the assessment and are told to respond to the items according to their first reactions and not to overthink their responses. Guided by research showing the efficacy of ‘instructional warnings’ they are warned against faking and impression management and told that their assessment reports may be considered invalid if they distort their responses in dishonest ways.
 
 The tool identifies certain patterns of responding and indicates in the report, if the candidate has attempted to respond to the assessment in an appropriate or a socially desirable manner.   

Yes, it is possible to do so for different job roles in your organization. We follow a scientifically valid method of determining the norms appropriate for each job role.  Please write to us and we would be glad to assist.

We have undertaken every effort to include a diverse and representative sample during assessment development. Despite this, every context might attract a specific kind of applicant. Mettl does have options to optimize the assessment content and scoring for your context. Ask us about local validation and local norms and we would be glad to assist you with those steps.

Yes, it is possible. We can build a customized assessment for your organization, taking into account your organization’s unique needs and accordingly determine the combination of behaviors that determine success in your organization’s context.  Please write to us for such a request and we would be glad to work out a solution for you.

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

The data obtained from the sample used during tool development have been used to determine the norms for various behaviors. Additionally, the norms are being re-calculated periodically basis new data that is collected to ensure that they stay relevant and provide the most accurate information about a candidate. However, we can further determine the norms relevant for your organization through a validation exercise. Please write to us for further details.

Human behavior is a projection of multiple psychological and environmental factors. So, any psychometric report should not be interpreted as a definitive predictor of a particular type of behavior. 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. For the best combination of selection tools for your needs (i.e. psychometric assessment, job/functional tests, behavioral interviews, etc.) please reach out to us and our consultants would be happy to assist you.

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