Many business leaders say their call center agents are the backbone of their company because no matter what product or service they sell, their customers remember how they are treated when they call to ask a question or get help with a problem.
Many staffing agencies say it is challenging to recruit call center representatives because they need a variety of skills to be successful. They need excellent verbal and written communication abilities because they talk to customers and correspond with them via email and chat. They must also be friendly and understanding, be able to manage difficult callers without getting frustrated or flustered, and be excellent listeners.
It is difficult to recruit candidates who meet all these requirements. So, staffing agencies implement an industry-leading assessment solution like the eSkill Talent Assessment PlatformTM.
Why Staffing Agencies Use Listening Skills Tests for Call Center Agents
Customers often provide valuable feedback that can help businesses improve products and services and identify problems that hinder productivity. So, recruiters use call center listening skills tests to hire call center agents who can:
These are called active listening skills, and finding call center agents who have them is difficult. This is why staffing agencies use listening skills tests for call center agents in their recruiting process.
What Are Active Listening Skills?
Active listening goes beyond simply hearing what a customer is saying. It means understanding the customer’s meaning and intent and requires the call center agent to actively participate in the conversation. This is essential in a call center environment because it makes customers feel heard and shows that you value their opinions. These are common active listening techniques:
Staffing agencies prove their worth to clients by finding them top candidates to fill critical job roles. By using call center listening skills tests, they can identify applicants with good active listening skills and present them with confidence.
How Call Center Listening Skills Tests Work
Call center listening skills tests include different types of questions like multiple-choice, true/false, simple select, and select all that apply. You can use a pre-prepared assessment from the eSkill Assessment Library or build customized listening skills test for call center agents by selecting questions from multiple assessments.
Suppose the primary focus of the job is inputting and processing orders. In that case, you can use questions from the Call Center and Call Center Operator skills tests and include questions from the Form-Fill Data Entry Typing and Attention to Detail skills tests.
If your call center team handles customer inquiries, choose questions from the Customer Service Skills Test that assess listening, empathy, and problem-solving abilities, and add questions from the Emotional Intelligence Skills Test.
Why Your Staffing Agency Should Use Simulations
Staffing agencies use simulations to see how candidates handle situations they will encounter on the job. These are popular simulations for call center agent jobs.
Get Started with Call Center Listening Skills Tests
Call center listening skills tests help staffing agencies vet candidates before presenting them to clients. Clients are assured that they are only considering applicants with a high likelihood of success and can rest assured that they will avoid costly hiring mistakes.
Do you want to learn how call center listening skills tests help you identify top call center agents for your clients? Contact us to request a demo.