This test measures the candidate’s ability to manage, supervise, and coordinate the activities of a call center; build a cohesive and effective team; implement and review call center policies and procedures; analyze operations and call center efficiency; manage projects; and communicate and maintain successful business relationships with customers.
Subject Areas
Management Skills
Leadership Skills
Call Center
MS Office Simulation (Excel, PowerPoint, and Word Simulations)
Positions Measured
Call Center Administrator
Call Center Specialist
Call Center Supervisor
Each assessment provides an overview of your job role skills. This includes the essential, soft and technical skills? Assessments can be customized to create more difficult, complex evaluations.
What are the essential skills?
Leadership
Communication
Problem-solving
Time management
Customer service
Team management
Analytical thinking
Conflict resolution
Performance management
Technical proficiency
What are the soft skills?
Excellent communication skills
Strong leadership abilities
Empathy and understanding towards customers
Patience and ability to handle difficult situations
Problem-solving skills
Ability to multitask and prioritize tasks
Positive attitude and team player mentality
Adaptability and flexibility
Attention to detail
Customer service orientation
What are the technical skills?
Knowledge of call center software and technology
Ability to analyze call center metrics and data
Proficiency in Microsoft Office and other relevant software
Strong communication and interpersonal skills
Ability to manage and motivate a team of call center agents
Knowledge of customer service best practices and techniques
Ability to troubleshoot technical issues and provide solutions
Familiarity with call center quality assurance processes
Ability to develop and implement call center policies and procedures
Knowledge of workforce management and scheduling techniques
Why is an assessment important?
Assessments are important for many reasons, both in educational and professional settings. Here are some of the key reasons why assessments are important:
Measure Learning: Assessments are used to measure the level of learning that has occurred, allowing instructors and employers to identify strengths and weaknesses in a student or employee's knowledge and skills.
Identify Gaps: Assessments can also help identify gaps in learning or performance, allowing instructors and employers to provide targeted support and resources to address those gaps.
Evaluate Effectiveness: Assessments can help evaluate the effectiveness of teaching methods, training programs, or learning materials, allowing instructors and employers to make data-driven decisions to improve their offerings.
Provide Feedback: Assessments provide valuable feedback to both students and employees, helping them understand their progress and identify areas for improvement. This feedback can motivate individuals to work harder and achieve their goals.
Support Decision Making: Assessments can also be used to support decision-making processes, such as hiring decisions or admission to academic programs.
Standardize Processes: Assessments help standardize processes and ensure that all students or employees are evaluated using the same criteria, making it easier to compare results across individuals or groups.
Improved Hiring Efficiency
Customizable assessments, companies can efficiently and effectively evaluate candidates' skills, knowledge, and abilities, reducing the time and resources required for hiring.
Accurate Candidate Evaluation
Comprehensive testing and assessment platform provides accurate and objective insights into candidates' skills, knowledge, and abilities, enabling companies to make informed hiring decisions based on objective data.
Customizable Assessments
Platform allows companies to create and customize assessments tailored to their specific job requirements and skill sets, ensuring that they are evaluating candidates based on the skills that are most critical to their business.
Enhanced Employee Performance
Platform includes a range of assessments and training programs designed to improve employee skills and knowledge, helping companies build a more skilled and capable workforce. By identifying skill gaps and providing targeted training, companies can improve employee performance and productivity.
Accurate Results
Proprietary algorithm guarantees that your assessments are accurate and unbiased, eliminating any potential for human error or bias. This means that you can confidently make informed decisions about your candidates, knowing that the results are based solely on their skills and abilities.
Access Pre-Paid Assessments
At Skills Council of Canada, we're dedicated to empowering individuals from vulnerable communities to realize their career aspirations. Part of our commitment includes providing access to job-role and subject-based assessments to identify and address skill gaps. We deliver these services exclusively through our partner organizations that serve vulnerable populations. To avail of these pre-funded services, your organization needs to partner with us and demonstrate your commitment to serving vulnerable communities in need of support.
