Call Center Assessment – Practice Tests & Advice

The goal of the call center assessment test is to help shortlist the right individual for the available position. The recruitment process is costly for employers. Therefore, companies are searching for an applicant whose test results suggest that he or she will thrive in a call center environment and become a long-term employee.

These aptitude tests aim to discover an individual who has a warm and friendly attitude, respectful, responsible behavior, and the capacity to  manage the needs of a wide range of customers. While taking the test, keep in mind that as a call center representative, you will be the first contact between the client and the company. Answer the questions with a focus on delivering high-quality service to every customer.

Many companies administer the call center aptitude exam. Among these companies are Verizon call center, Queendom, CallCentreHelper, and

Format of Aptitude Test for Call Center Jobs

While call center assessment tests vary from one employer to another, the basic format is multiple choice questions. The test is divided into two sections: self-assessment and personality-job fit, and scenarios. You may also encounter a third section known as cognitive aptitudes.

Most assessments are administered online, though some companies prefer to administer the exam by paper and pencil. After completing the test online, you will usually receive an instant summary of your test results.

Call Center Assessment Test Content

  • Self-assessment involves personality statements. Your job is to mark the degree to which the statement applies to you.
  • Scenarios are comprised of everyday work situations. Your task is to mark the answer that best describes your probable action in the particular scenario provided. Learn more about the call center situational judgement test.
  • Cognitive aptitude tests measure your awareness of the most effective action to take to solve the difficulty presented. You will need to pay attention to details and solve problems. Some of the questions in this section may also test your reading skills and math abilities.

Call Center Skills Test

The skill set assessed on this test includes typing, computer knowledge, audio transcription, and data entry. However, the assessment test that is given the greatest weight. Research has found that the call center assessment carries an 80% direct correlation with job performance. Success on your assessment will undoubtedly move you forward in the recruitment process. The phase following the aptitude exam usually involves an interview, but the employer's main focus is on the results of the call center assessment test.

Character Traits and Tips Needed of Top Call Center Representatives

In the world of call centers, there are many common personality traits among successful call center representative. These features constitute the essence of call center testing and provide you with the important tips required from a call center representative: 

  • Conscientiousness about work
  • Empathy
  • Gift of gab
  • Good telephone voice
  • Flexible
  • Resistance to change
  • Likes repetitive procedures
  • Strives for accuracy
  • Tolerant
  • Consistently produces more than required
  • Flair for high-quality results
  • Teamwork
  • Dependable
  • Dales ability
  • Assertive
  • Sociable
  • Patient

Call Center Preparation

Preparation is key. JobTestPrep is devoted to helping you become familiar with the questions seen on and the format of call center assessments. Our answer explanations help you understand the basis of each question, while our testing tips are specifically designed to optimize your exam results.

Call Center Preparation Pack Verizon Wireless Assessment Test
Customer Service Assessment Test Sales Assessment Test
Situational Judgement Test Situational Judgement Test for Call Centers
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