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Customer Service Skills/Tests:
These evaluations are multiple choice responses.
Clerical Skills Testing:
Consists of Filing, Basic Business Math (High School Graduate level), and Attention to Detail. This is a multiple choice evaluation and it is a five minute timed test.
Tests results give us the net words per minute.
Typing test scores:
65+wpm – Excellent
45-64 wpm- Very Good
35-44 wpm- Good
34 or less wpm- Needs training / Fail
There is a website “typingtest.com” that allows you take (or give) a typing test. It will calculate the accuracy and speed. It is a wonderful “free” tool to suggest to any employee looking to increase their speed or work on their accuracy.
Computer / Software Tests:
Microsoft Word and Excel tests are designed to give us a level of competency in entry level, intermediate level, and advanced knowledge and skill. These tests usually take anywhere from 20-30 minutes each. During these tests they will be asked to perform various functions and are rated on their proficiency. These are basically the same functions that would be used in an administrative job that required use of Ms Word or Excel. These are not multiple choice questions. The difficult part to this test is it accepts your first answer and does not allow you to change your answer.
Data Entry Tests:
Alpha/Numeric and Numeric (10-Key) Data Entry test:
Each of these are five-minute timed tests for accuracy and speed.
Data Entry ((KPH)): Alpha- 12,000+ / Numeric 10,000+ is Excellent
Alpha – 10,000-12,000 / Numeric 8,000 – 10,000 is Very Good
Alpha – 8,000-10,000 / Numeric 6,000- 8,000 is Good
Alpha – Below 8,000 / Numeric below 6,000 Needs training / Fail
Profile Test/Verbal and Math Skills:
Math skills test:
1. Start with basic math skills problems, such as: 123+321= or 5×15=, etc.
2. Then 1-2 word problems that would be job-position related, such as: Hourly service charge is $80.00 per hour, how much is the charge for a 3 1/2 hour service call?
Give an example of an emergency call and also one for a non-emergency call and have applicant describe the steps they feel need to done to handle the situation, such as who to dispatch first–police, fire, guard, etc.
Give position-related situations for them to do a “what would you do”scenario. Then ask “why?”
Ideal Characteristics – Self Motivated, Flexible Work Schedule ,Professional,Team Player, Committed to Excellence in Customer Service.
Ideal Skills – Qualified candidates must be at least 18 years of age and have a High School Diploma or equivalency. Candidates must possess window base computer knowledge. Good Verbal and Writing Skills required. No felony or serious misdemeanor convictions.
Experience – Call Center Experience Preferred but not required.