Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
Elite Call Center Service Profile
The Elite Call Center - Service Profile is a general indicator of the individual's ability to provide excellent customer service to customers within a call center environment.
Scales
Candidness
Measures the degree to which the individual is likely to be candid and accurate in his/her responses and is therefore not trying to outsmart the test in an effort to present him/herself in a more favorable light. The results of this scale should be used as a "red flag" to make you aware that some candidates may be trying to "fake" the test. For example, if a candidate scores High on the behavioral scales in this assessment and they score Low on Candidness, there is the chance that he was able to elevate his/her scores on the assessment by trying to make him/herself look good. High behavioral scale scores that are accompanied by Low Candidness scores warrants some additional follow-up during the interview or reference checks to confirm the candidate's behavioral scale scores are in line with his/her previous work history.
Customer Relations
Measures the degree to which the individual is friendly, people-oriented and exhibits excellent interpersonal skills when interacting with customers. This characteristic is important for all call center jobs that involve interacting with customers.
Stress Management
Measures the degree to which the individual is likely to demonstrate patience and stress tolerance during challenging work-related situations. This characteristic is appropriate for jobs requiring interactions with customers, multitasking and jobs in fast paced organizations to name a few examples.
Team Player
Measures the degree to which the individual is likely to cooperate in all aspects of his/her work relationships including working in harmony with others to achieve a common goal. This characteristic is important for jobs requiring interaction and cooperation among coworkers.
Willingness to Help
Measures the degree to which the individual is service-oriented and is likely to go out of his/her way to help customers. This characteristic is important for all call center-related jobs that involve interacting with customers.
Industries
Sample Job Titles
- Account Representative
- Call Center Representative
- Client Services Representative
- Customer Care Representative (CCR)
- Customer Service Agent
- Customer Service Representative (CSR)
- Customer Service Specialist
- Customer Support Representative (Customer Support Rep)
- Guest Service Agent
- Member Services Representative (Member Services Rep)