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

These aptitude tests aim to discover an individual who possesses a warm and friendly attitude, respectful and responsible behavior, and the capacity to effectively 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 assessment test, Queendom, CallCentreHelper, and rediff.com.

Format of Aptitude Test for Call Center Jobs

While call center assessment tests vary from one employer to another, the basic format consists of is multiple choice questions. The test is divided into two sections: self-assessment/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 & pencil. After completing the test online, you will generally 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 every-day 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 measures your awareness of the most effective action to take in order to solve the difficulty presented. You will need to pay attention to details and solve problems. Some of the questions on this section may also test your reading skills and math abilities.

Call Center Skills Test

The skill set assessed in this test includes typing, computer knowledge, audio transcription, and data entry. However, it is 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 again, the employer's main focus is on the results of the call center assessment test.

Character Traits of Top Call Center Reps

In the world of call centers, there are many personality traits prevalent among successful call center representatives. These traits comprise the essence of call center assessment tests:

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

Call Center Preparation

Preparation is key. JobTestPrep is devoted to providing you familiarity 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 were specifically designed to optimize your exam results.

Call Center Preparation Pack Verizon Wireless Assessment Test
Customer Service Assessment Test Sales Assessment Test
Situational Judgment Test Situational Judgment Test for Call Center's

What's Included

  • 55+ various tests:
  • Realistic typing test simulations for a variety of texts
  • 21 Clerical reasoning practice tests 
  • 15 Basic math & math word problems
  • 15 Reading comprehension practice tests
  • 6 Separate study guides
  • 6 Vocabulary tests
  • 5 Call center SJT practice tests
  • Personality test plus a complete breakdown of the ideal Call Center profile
  • The complete study guide for the call center profession
  • Detailed explanation for each question
  • Solving tips & a score report
  • Immediate online access, practice 24/7 
  • Secured payment
  • Exclusive to JobTestPrep
Related PrepPacks™ that come with membership: