SHL Job Specific Assessments

Job specific solutions provide you with information on how an individual is likely to perform in a realistic scenarios that they are likely to encounter on role. These online assessments provide candidates with a variety of sitiuations where they are required to react to situations including dealing with customers face to face or over the phone via virtual scenarios and select the appropriate course of action. These assessments also measure how well an individual can interact with common contact centre programs; dealing with multiple screens of information whilst handling customer requests.

As well as providing you with valuable information on a candidates ability, these realistic assessments also provide candidates with an insight into the nature of the role and the duties they are likely to be required to perform. This experience helps to improve retention rates for successful candidates as they will know what to expect from the role and candidates that find the tests challenging or unenjoyable are more likely to drop out of the process.

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Assessments include:

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Collections Agent

The Contact Centre - Collections Agent solution is an assessment for entry-level collections positions in an inbound or outbound call centre environment. Sample tasks for these jobs include, but are not limited to: monitoring overdue accounts to update status; calling customers with overdue accounts; and persuading customers to pay their overdue accounts. Potential job titles that use this solution are: Call Centre Collections Agent, Contact Centre Collections Agent, and Collections Agent.

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Contact Center Agent

The Contact Center - Agent solution is an assessment for entry-level positions in a contact center environment where the main focus of the job is customer service. Sample tasks for these jobs include, but are not limited to: interacting with customers on the phone to provide information; taking orders; solving product or service issues; responding positively to difficult or irate customers; navigating within multiple applications to find and view customer account details; and typing information quickly and accurately. Potential job titles that use this solution are: Call Center Representative, Contact Center Agent, Customer Service Agent, and Customer Service Representative.

         

Contact Center Sales Agent

The Contact Center Sales Agent solution is an assessment for entry-level positions in an inbound or outbound call centre environment where selling is a component of the job. The candidate answers multiple choice questions as well as questions in a customer call simulation environment. The solution measures: sales focus, working with information, customer focus, persistence, contact centre retention, navigation, service orientation, and tactful problem solving. In addition, the solution measures data entry speed and accuracy, and multi-tasking preferences. There are multiple configurations and versions of this solution available.

 

Contact Center Technical Support Agent

The Contact Centre Technical Support Agent solution is an assessment for entry-level positions in a contact centre environment where the main focus of the job is providing customer service in the form of technical support. Sample tasks for these jobs include, but are not limited to: interacting with customers on the phone to provide information; troubleshooting and diagnosing problems; solving product or service issues; responding positively to difficult or irate customers; navigating within multiple applications to find and view customer account details; and typing information quickly and accurately. Potential job titles that use this solution are: Call Centre Representative, Contact Centre Technical Support Agent, Customer Service Agent, and Technical Support Representative. Multiple configurations of this solution are available.

 

Manager

The Front Line Manager solution is an assessment for entry-level leadership positions who tend to supervise salaried employees. Sample tasks for these jobs include, but are not limited to: planning projects with subordinates; collaborating with senior managers on developing new methods and procedures; coaching employees on performance-related issues; developing employees ' skills; coordinating activities with other managers to accomplish organizational goals; setting and meeting department goals; prioritizing multiple tasks and priorities; making selected strategic and day-to-day decisions; and solving employees' and customers' problems. Potential job titles that use this solution are: Manager, Store Manager, and Branch Manager.

 

Retail Sales and Service Solution

The Retail Sales and Service solution is an assessment for entry-level retail positions in which employees are expected to generate sales while providing exceptional customer service. Sample tasks for these jobs include, but are not limited to: greeting each customer with warmth and eagerness, keeping up-to-date on current promotions and advertisements, possessing knowledge about the company's products and services and being able to communicate this information to customers, and participate in various activities that help to support the operation of a store. Potential job titles that use this solution are: Sales Representative, Retail Sales Associate, and Sales Clerk. Multiple configurations of this solution are available.

 

Supervisor

The Supervisor solution is an assessment for entry-level leadership positions who tend to supervise hourly employees. Sample tasks for these jobs include, but are not limited to: planning and preparing work schedules, assigning employees to specific duties; coaching employees on attendance, conduct, schedule adherence, and work tasks, developing employees' skills & training subordinates; prioritizing multiple tasks and priorities; and making day-to-day decisions with minimal guidance from others. Potential job titles that use this solution are: Team Leader, First Line Supervisor, Call Centre Supervisor, and Customer Service Supervisor. Multiple configurations of this solution are available.

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Want to know more?

Contact us to discuss your requirements or find out more about any of our job specific assessments