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
English Global, English India, Portuguese, Indonesian, 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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Frequently Asked Questions (FAQs)
1. What if a person takes a test in a socially desirable manner or manipulates or fakes the responses?
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.
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?
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.
4. Can you map an organization's competency framework to your assessments?
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. How do we determine the thresholds for the proficiency levels for a norm group?
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.
6. How have norms been decided for MPP?
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.
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.
