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.
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