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.
Ready to Use
Psychometric, Aptitude
Portuguese (Brasil), Indonesian, English Global, English India, Spanish
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
Customer Care Test Competency Framework
Get a detailed look inside the test
Competency Under Scanner
Work Management
Competencies:
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.
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.
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The Mercer | Mettl Advantage
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Frequently Asked Questions (FAQs)
1. What if a person takes an assessment in a socially desirable manner or fakes or manipulates the responses?
The assessment has been designed on the ‘semantic differential’ format, which requires candidates to consider their preferences and choose between two " equally desirable" statements. The assessment also delivers ‘instructional warnings,’ where candidates are informed that distorted or fake responses will invalidate the assessment. The assessment tool can also identify specific response patterns that may indicate fake responses.
2. Can we determine the appropriate levels of behaviors required for a specific job role in an organization?
We have taken all necessary steps to reduce the possibility of test takers trying to present themselves in a socially desirable manner. For example, the test follows a ‘semantic differential’ format, which makes it hard to ‘guess’ the appropriate response. Additionally, the items are presented in a format that requires one to consciously think about one's preferences and then choose a more ‘desirable’ statement. The tool also identifies specific patterns of the responses and can indicate if candidates attempt to respond dishonestly.
3. Will your assessment score candidates who are applying for jobs appropriately?
Yes. Mercer | Mettl has undertaken efforts to include a diverse and representative sample during assessment development. Further, Mercer | Mettl also offers options to optimize assessment content and scoring based on the context provided by our clients. Ask us about our local norms and validation, and we’ll gladly assist you with them.
4. Can a company's competency framework be mapped to the assessments?
Yes. We can provide customized assessment solutions that consider the organization’s requirements and competency framework to determine the appropriate behaviors that indicate success in the organization's context. Please write to Mercer | Mettl with the request for assistance.
5. How do we determine the norm group's proficiency level thresholds?
The normal probability distribution of scores of a particular norm group determines the proficiency levels required.
6. How have norms been decided for MPP?
The sample used during test development is used to determine norms, which are also recalculated regularly based on new data to ensure relevancy and accuracy in the information they provide about candidates. Further, a simple validation exercise can determine different norms that are more relevant to your organization. Please get in touch with us for more details.
7. What if the reports generated for the psychometric assessments differ from the actual behavior, attitude or aptitude of the person?
We have taken all necessary steps to reduce the possibility of test takers trying to present themselves in a socially desirable manner. For example, the test follows a ‘semantic differential’ format, which makes it hard to ‘guess’ the appropriate response. Additionally, the items are presented in a format that requires one to consciously think about one's preferences and then choose a more ‘desirable’ statement. The tool also identifies specific patterns of the responses and can indicate if candidates attempt to respond dishonestly.
