Description
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” – Donald Porter
It used to be that having the best product or service on the market was enough. Unfortunately, no matter how well-made a product is, how much research a company has to back up its reliability, and regardless as to which celebrity is promoting it, a company is virtually a sitting duck without good customer service.
Those who wish to work in a customer service call center will need to be up for a challenge. Besides having to handle several calls a day (often over 100 on busy days), they will need to face irate customers, very little time between calls, the pressures of being monitored and recorded, and will need to know their company’s product/service inside out and upside down, among other things. All while maintaining a pleasant attitude and striving to solve a customer’s problem fully and efficiently. Thus, the goal of this test is to assess whether a person possesses the traits and skills that are conducive to success in this often stressful field.
Purpose: CCCSRT will assess whether a person has the attitudes, aptitudes and personality to work as a customer service representative for call centers.
Vitals
No. of questions: 137
Question type: Situational, self-report
Estimated completion time: 45 minutes
Shorter versions of assessment: N/A
Recommended age level: 18+
Qualification Level: Class A
Compliance: APA standards; EEOC standards (gender, age, disability)
Validation Information:
● Sample Size: 681
● Cronbach’s Alpha: 0.97
Features
Benchmarks: Available (general population & Customer Service reps)
Interview Questions: Available
Group Comparisons: Available
Report Includes:
● Summary
● Introduction
● Graphs
● Detailed narrative interpretation
● Strengths and Limitations
● Advice
● Impression Management
Factors and Scales:
Overall Score plus 5 factors, divided into 20 scales:
● People Skills: Overall ability to deal effectively and appropriately with others.
● Mental/Emotional Toughness: Ability to cope with the challenges encountered in this field.
● Efficiency: Involves traits/skills that help a person complete work tasks competently.
● Cognitive Skills: Assesses intelligence-related skills that can be an asset in customer service.
● Resourcefulness: Refers to traits/skills that can make easing into a customer service call
center position smoother.
Reviews
There are no reviews yet.