Connect™ Customer Service Testing
Customer service, whether in-person or by phone, defines an agency's public image. Customers expect courteous, knowledgeable and professional interactions. Filmed in high definition, Ergometrics' Connect is a highly realistic professional video-based job simulation test focusing on the typical phone and in-person challenges that modern customer service representatives face.
Connect is designed to measure customer service orientation, listening/communication skills, information processing and problem solving. Test questions are presented as simulations requiring multi-tasking skills, including interpreting customer account information while communicating effectively.
In addition to total score listings, Connect reports candidate response patterns. These dimensional scores allow managers to better understand their candidates' strengths and weaknesses, and what kind of coaching and supervision they will need, if hired.
Connect video test simulates customer interactions. It is an excellent test for employees who will work in call centers, at public service counters, or in any other positions where professional customer assistance is important. Connect covers:
- Information gathering/listening
- Problem solving/critical thinking
- Providing accurate information
- Courtesy/empathy
- Communication style
- Patience/perseverance
- Team player
- Management relations
- Integrity/work ethic
Benefits include:
- Easy test administration
- Reduced adverse impact
- Rapid scoring and turnaround
- Reduction in cost and hiring time
- Increased professional image
- Improved customer service
- Identification of top-performing candidates
- Measurement of key customer service dimensions
- Dimensional score reporting
Ergometrics' Tests are fair, with lower adverse impact.
Content and criterion validation show a high correlation between scoring well on Ergometrics' tests and on-the-job success.
