Call Center Assessment to hire skilled call center professionals

Conventional recruitment methods require significant time, effort, money, and resources to find the top candidates with all the qualities needed to thrive in a call center environment. Mercer | Mettl’s AI-assisted English-speaking proficiency assessment tool, SpeechX, automatically grades candidates based on the required competencies, thereby helping hiring managers shortlist the top talents for the available positions. This tool-based assessment evaluates the candidates on fluency, pronunciation, grammar, and listening comprehension. 

SpeechX has been developed to solve the hiring challenges the call center industry faces. This assessment tool assesses candidates' ability to listen actively and respond clearly. As a result, leading call centers can leverage Mercer | Mettl's SpeechX 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 with personality traits integral to long-term success in their roles.

Why is the Call Center Assessment important?

Communication plays a fundamental role in businesses. Marketing researchers have shifted their focus from transaction-centric models to customer-relationship models. The nature of communication casts a particular impression on customers regarding the service they receive, directly impacting consumers' behaviour 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. That is why the cornerstone of a flourishing call center is a top-level customer service team that effectively meets the client's needs and prompts them to become evangelists for their company.

Sample questions

• Assessment questions for personality  

1. What qualities do you have that make you a top call center representative?   
2. What do you think is the most crucial quality when helping customers?   
3. Do you prefer little or more hands-on training before taking calls with customers?  
4. Being a call center agent often entails speaking to upset customers, which can sometimes feel overwhelming. How do you continue to keep yourself, or others, motivated at work?

• Assessment questions for operations  

1. What are the first questions you ask a shopper who calls in?    
2. How do you respond to a shopper if you do not know the answers to their questions? 
3. What do you do if a customer accidentally cuts the call or is disconnected? 
4. How do you determine whether to route a customer to another department or handle them yourself? 

• Assessment questions for handling aggressive clients  

1. What would you do if a shopper called in upset and demanded to speak to the manager?  
2. How would you manage when a shopper calls in, upset that their item is taking longer than expected?    
3. Have you encountered a situation where a customer was unhappy with the item they received? How did you resolve the issue to improve customer satisfaction?    
4. Have you ever had a shopper call in because a purchase did not arrive or there was a shipping issue? What was the issue? How did you resolve this?