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Test Selector

Contact Center - Collections Agent

The Contact Center - Collections Agent solution is for entry-level collections positions in an inbound or outbound call center 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 Center Collections Agent, Contact Center Collections Agent, and Collections Agent.

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Contact Center - Sales Agent

The Contact Center - Sales Agent solution is an assessment used for job candidates applying to entrylevel positions in a contact center environment where the main focus of the job is sales. Sample tasks for these jobs include, but are not limited to: promoting products to customers; persuading customers to buy products; completing a transaction with a customer; interacting with customers on the phone to provide information; taking orders; navigating within multiple applications to find and view customer account details; and typing information quickly and accurately.

Product Fact Sheet

Contact Center – Agent

The Contact Center - Agent solution is an assessment used for job candidates applying to 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. There are multiple configurations and versions of this solution available.

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Contact Center – Agent Advance

The Contact Center Agent - Advanced solution is an assessment used for job candidates applying to entry-level positions in a contact center environment that require more experience and 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, and 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 Representative, Customer Service Agent, and Customer Service Representative.

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Contact Center – eChat Support Agent

The Contact Center - eChat Support Agent solution is an assessment used for job candidates applying to entry-level positions in a contact center environment where the main focus of the job is customer service via electronic chat. Sample tasks for these jobs include, but are not limited to: interacting with customers by typing on a computer 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.

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Contact Center – Manager

The Contact Center - Manager solution is for mid to upper-level contact center managerial positions. Sample tasks for these jobs include, but are not limited to: supervising and coordinating the activities of subordinates; interacting day-to-day with subordinates; and training employees. Potential job titles that use this solution are: Contact Center Team Leader, First Line Supervisor, and Contact Center Manager.

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Contact Center – Service and Sales Agent

The Contact Center – Service and Sales Agent solution is an assessment used for job candidates applying to entry-level positions in a contact center environment where the main focus of the job is both customer service and sales. These would be positions where some portion of their pay is based on sales revenue. Sample tasks for these jobs include, but are not limited to: interacting with customers on the phone to provide information; promoting products to customers; 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 Service and Sales Agent, Customer Service and Sales Agent, and Customer Service Representative.

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Contact Center – Team Lead/Coach

The Contact Center - Team Lead/Coach solution is for job candidates applying to 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 or less tenured peers; 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, Coach, First Line Supervisor, Processing Supervisor, Call Center Supervisor, and Customer Service Supervisor.

Product Fact Sheet

Contact Center – Technical Support Agent

The Contact Center Technical Support Agent solution is an assessment used for job candidates applying to entry-level positions in a contact center 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 Center Representative, Contact Center Technical Support Agent, Customer Service Agent, and Technical Support Representative.

Product Fact Sheet Sample reports

Contact Center Retention Predictor

This Contact Center Retention Predictor is designed to identify candidates who are likely to stay in contact center positions for at least 90 days. This assessment consists of a variety of item types and is not intended to predict on the job performance. Short and long forms of the Contact Center Retention Predictor are available.

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Contact Center Virtual Scenario - Bilingual Spanish

The Contact Center Virtual Scenario - Bilingual Spanish is for entry-level positions in a contact center environment that handles both English and Spanish-speaking callers. Sample tasks for these jobs include: interact with customers on the phone to provide information, take orders, and solve product or service issues; respond positively to difficult or irate customers, navigate within multiple open applications to find and view customer account details; and type information quickly and accuractely. Potential job titles that use this solution are: Bilingual Call Center Representative, Bilingual Contact Center Representative, Bilingual Customer Service Agent, and Bilingual Customer Service Representative.

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Count out the Money

The Count out the Money –US test measures a candidate’s money handling ability. This test is designed for entry-level positions where handling money is required on a regular basis.

Product Fact Sheet