Call Center Simulation
Call Center Simulation™ is a PC-delivered
assessment that measures the key skills required for
call center agent success. This award-winning simulation
gives applicants an opportunity to "test-drive" the
call center agent job and to experience what it's
like to operate a call center workstation. As part
of the multi-media simulation, applicants handle a
series of inbound calls from a variety of customers
with real-life issues. These customers vary in attitude
and demeanor - some customers are irate, others are
confused, while others are calm. Applicants are required
to answer customer calls, enter customer information,
listen to customer issues, look up relevant information,
identify effective responses, and summarize calls.
Applicants must also demonstrate basic keyboard and
navigation skills. Through this process, the simulation
gives applicants a realistic preview of the call center
agent job and gives you a realistic preview of the
applicant.
Key Benefits
- Unique question format gathers more data in less time
- Provides comprehensive results in less than an hour
- Accurately predicts job performance
- Reduces employee turnover
- Targets individual and group training needs
- Provides a consistent, fair, and legally-defensible process
- Consistently ranked Best-in-Class by independent consulting firms
Skills Measured
Call Center Simulation measures seven critical skills required for high levels of performance
in the call center agent position. These skills are:
- Ability to Learn and Apply Procedures
- Developing Customer Rapport
- Discovering Customer Needs
- Problem Solving and Responding to Customer Needs
- Sales Orientation
- Teamwork
- Multi-Tasking
Administration
No special training is needed to administer and score Call Center Simulation. Call Center Simulation
automatically provides applicants with all of the information they need to complete the simulation.
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Call Center Simulation
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