Assessment centre

hello2007

I have a assessment centre tomorrow for a Customer Service Representative post which will consist of number of tests which will include the use of a computer.

Does anyone have a idea what kind of tests that I can expect ?

saintjammyswine

Usually along the lines of input accuracy, listening (where you will listen to a call or role play and have to pick out details afterwards), a role play, maybe psychometric testing. Sorry, I am assuming it is call centre Customer Service Representative?

smileylondongal

Most assessment centres contain a role play, group discussion, an interview and case study of some description - if time management is a huge element they might do an in-tray instead of one of the above. The website of the company might have more info but otherwise just go in and do your best - I've come across so many of my candidates who try to outthink the process or try to be someone they're not and they trip themselves up tying themselves in knots. You've got this far so they obviously see something they like in your CV.

Best of luck!

InsideInsurance

If you read the competencies they ask for in the role description you should get a good idea of what is going to be tested.

Its been many years since I did CSR type roles but "back in my day" there were things like
1) Typing speed tests - copy a piece of text into a document, the PC measures speeds, mistakes and corrections (ie how many times you make a mistake but corrected it yourself)

2) Following rules - get given a set of rules (eg take messages from suppliers, put customers through and "block" advertisers) your then given a list of callers and you have to say what you would do

3) Reasoning - could be the old school boy reading comprehension tests (eg Some balls are red. Some balls are green. Can you say there are no yellow balls?)

4) Communication - depending on if your verbal or written comms in the role then its dealing with a simple complaint or sale in the communication form appropriate to the role

5) Psycometric - basically personality questions - are you a lone wolf or a team player. Do you like new challenges or routine etc

6) Numeracy - basic calculations like how much would it be if you gave a 10% discount or what's the next number in the sequence type stuff

Naturally interviews go over the top of these which can include discussing the results