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.
Ready to Use
Psychometric, Aptitude
0-2 years
Moderate
45 Minutes
105 Questions
Customer service executives, Support executives in BPOs/ KPOs, Floor personnel in Stores/ Malls
Indonesian, Spanish, Arabic, English India, English Indonesia, English UAE
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
Competency Framework
Get a detailed look inside the test
Competency Under Scanner
Organizational skills
Leadership-Skills
Personal-Attributes
Competencies:
Demonstrating an ability to ensure excellent service to customers and constantly raising the bar of the service experience that customers enjoy.
Demonstrating an ability to follow standard procedures, adhering to rules and regulations to ensure compliance and efficiency in the workplace.
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.
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.
Competencies:
The ability to support and promote an environment that holds opportunities for all, regardless of race, gender, culture, and age.
Demonstrating an ability to identify and resolve problems by gathering relevant information by consulting people and working towards identifying the best possible solution.
Demonstrating the ability to analyse the given information from different perspectives by breaking it down into simple components and by structuring the information in a logical order to arrive at a solution.
Demonstrating an ability to lead a group of people by consistently motivating and inspiring them, and assisting them wherever necessary.
Demonstrating an ability to develop cooperation and teamwork while working in a group, working toward solutions which generally benefit everybody involved.
Competencies:
Demonstrating an ability to take responsibility for one's actions and decisions, act in an trustworthy and reliable manner.
Demonstrating a tendency to be aware about the organization, its policies, and the environment that it operates in.
Demonstrating an ability to adjust and adapt oneself to change and not allow oneself to get bogged down when situations are dynamic and constantly evolving.
Demonstrating an ability to be honest and ethical in all transactions with internal and external stakeholders, so as to earn their trust. Being considered a trusted partner by others.
Demonstrating resilience in the face of challenges or adversity and being able to manage one's emotions in a positive and effective manner.
Demonstrating an ability to work effectively with each other to accomplish common goals and objectives.
Customize This Test
Flexible customization options to suit your needs
Choose easy, medium or hard questions from our skill libraries to assess candidates of different experience levels.
Add multiple skills in a single test to create an effective assessment. Assess multiple skills together.
Add, edit or bulk upload your own coding questions, MCQ, whiteboarding questions & more.
Get a tailored assessment created with the help of our subject matter experts to ensure effective screening.
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 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.
3. 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.
4. 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.
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.
