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What recruitment assessments do people use for Customer service/call centre staff

Ian

Obviously I have a bit of a vested interest working for a company in this space but I genuinely want to know what assessments people use.

Quite an open ended question I know so

Do you use any role plays (if so how long are they) ?

Do you assess face to face or remotely ?

What other assessments (like copy/audio typing or numeracy ) do you carry out ?

Parents

  • Hi Ian,

    Having worked in a call centre a few years ago for a car insurance company, I'm happy to share the assessment process I went through.

    The first round of interviews was a telephone call where I was asked situational judgement questions. Then I was invited for face to face interview which was two part, first part was a traditional interview and then a short 3-5 min roleplay with one of the managers. I believe I was given a scenario and then got a few minutes to think through it and then the role play began.

    Hope that helps :)

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  • Hi Ian,

    Having worked in a call centre a few years ago for a car insurance company, I'm happy to share the assessment process I went through.

    The first round of interviews was a telephone call where I was asked situational judgement questions. Then I was invited for face to face interview which was two part, first part was a traditional interview and then a short 3-5 min roleplay with one of the managers. I believe I was given a scenario and then got a few minutes to think through it and then the role play began.

    Hope that helps :)

Children
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