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Center agents are more than those who handle customer queries. They represent the company and the brand. Beyond the skills necessary to perform the duties of the position, the agents need to fit within the culture and brand identity. That fact, combined with the call center industry having one of the highest turnover rates, contact center assessments are both useful and can help reduce costs in training.
Discover how assessments can better the center’s turnover rate and help match the right call center representatives to your company.
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An assessment test helps center employers identify a candidate’s skills and reasoning abilities during the hiring process, evaluating their overall personality and aptitude. The assessments help to test call center skills such as customer service, keyboarding, and problem-solving skills. Assessments vary from company to company, but the basic test is the same for all of them, meaning multiple choice question format to evaluate three primary categories:
Choose the flexible deployment model that meets your business needs, whether it’s 100% as-a-service, a hybrid approach, or an on-premises solution.
An assessment test is extremely valuable to the call center and not just for identifying the best candidate to fill an agent position. There are numerous benefits to implementing call center assessment tests pre-hire:
One of the top factors in killing office morale is a poor hire, someone that isn’t the right fit for the company’s culture or job skills can quickly drain the team of its positivity and encourage other agents to feel like they’re carrying too much of the work. Assessments can help identify who fits in with the team, encouraging office unity.
Due to hiring assessments quickening the time-to-hire and cutting down on the hiring process altogether, you save candidates time waiting to see if they got the job or not. Assessments are often given at the first round of the hiring process, indicating whether the candidate is on the road to being among your agents or if they should move on.
With an AI-powered contact center, employees and customers can leverage the latest in AI and machine learning to achieve exactly what is needed in the moment.
Today’s consumer wants to connect using voice, chat, email, text, social, and self-service options. Provide a seamless experience across all devices and touchpoints.
Workforce management (scheduling, forecasting, etc.) and quality management (call/screen recording, surveys & evaluations, etc.).
Chat with prospects and customers for personal, real-time interactions.
Visibility across all channels to ensure operation at peak performance and make data-driven business decisions.
Ensure a smooth transition and a quicker return on your investment with innovative user adoption strategies.
Extend your contact center tech stack — from CRM integrations to fresh ways to use artificial intelligence and automation.
Give your customers 24/7 self-serve assistance with intelligent automation.
Cerium contact center assessments uncover new opportunities for revenue, reveal inefficiencies, and remove friction from your customer experience.
There are several types of assessments a company can choose from, determining the criteria most important to you in order to facilitate a better hiring match. Some companies are hesitant to implement an assessment test, thinking it may scare off potential candidates, but the benefits of having the right agent versus a large file of applicants cannot be overstated.
With Cerium Networks, we provide call center solutions that are personalized across all touchpoints for customers and the agents who assist them. Discover how we implement assessments and bring the benefits of these assessment tests to your company.
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