Customer Service Test to Assess Candidates for B2C Roles
Customer service test measures a candidate’s ability to accurately understand customer requirements and to deliver the best service possible to fulfill those requirements. Customer service assessment is a holistic customer service aptitude test that gauges organizational and leadership skills plus personal attributes.
Availability
Ready to Use
Test Type
Psychometric,Aptitude
Experience Level
0-2 years
Difficulty Level
Moderate
Test Duration
45 Minutes
Total Questions
105 Questions
Relevant Job Roles
Customer service executives, Support executives in BPOs/ KPOs, Floor personnel in Stores/ Malls
Scores Reported
English
Inside This Assessment
Mercer | Mettl's B2C Customer Focus Assessment is a holistic customer service test designed my subject matter experts to ensure an insightful customer service skills assessment. The test focuses on helping companies find the right talent in the customer service industry. It does so 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 based on their performance in the test.
SKILL LIBRARY
This Assessment is a part of following Skills Libraries
Competency Framework
Get a detailed look inside the test
Competency Under Scanner
Competencies:
Customer Service
Demonstrating an ability to ensure excellent service to customers and constantly raising the bar of the service experience that customers enjoy.
Process Orientation
Demonstrating an ability to follow standard procedures, adhering to rules and regulations to ensure compliance and efficiency in the workplace.
Time Management
Demonstrating an ability to detail out the steps required to accomplish one's objectives and an understanding of the resources required to do so. Demonstrating an ability to prioritize and shuffle between various tasks to maximize efficiency.
Problem Solving Numerical Ability Verbal Ability
Boost your retail skills assessment process with the right set of problem-solving, numerical ability and verbal ability-based questions that ensure holistic candidate assessment.
Customize This Test
Flexible customization options to suit your needs
Set difficulty level of test
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Frequently Asked Questions (FAQs)
1. What if a person takes a test in a socially desirable manner or manipulates or fakes the responses?
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.
2. Is it possible to map an organization's competency framework to your assessments?
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.
3. 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.
4. 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 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.
5. 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.
6. 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.