Important Reasons to Conduct a Customer Service Assessment Test

In a recent survey, more than 40% of the customers said that they would buy from a business again if they provided good customer service. More than 85% of the customers do not mind spending a little extra if they get quality customer service.

With that being said, customer service is a very important part of each company. Not providing exceptional customer services is more costly than investing in building an efficient customer service department.

The consequences a business suffers from not having a competent and efficient customer service department can lead to a decrease in sales, a loss in customer retention, and providing unsatisfactory customer service. All of which, if not managed can cause the complete closure of a company.

Customer Service Assessment Tests help employers identify the specific skills of each candidate. Companies have the opportunity to customize the testing to include job-specific questions and even combine video interview tests that allow employers to better access the skills when seeing how the candidate responds to a customer situation.  

Being able to shortlist and select candidates who are eligible for the complex role of a customer service agent is best done using pre-employment tests like a customer service assessment test. Though the role of a customer service agent appears to be a fairly pretty simple job, a customer service agent has to have a variety of skills and traits to handle different types of customers and their complaints throughout the day. 

How Customer Service Assessment Tests Help the Company Hire Efficiently, Based on Results:

1. Assessment tests are conducted online on one’s own schedule, so they can be completed at a suitable time. 

2. Businesses can either conduct the test in bulk or separately, as per convenience. 

3. The cost of the hiring process decreases when using pre-employment assessments.

4. The recruiters can shortlist candidates sooner and make hiring decisions in less time. 

5. Test forms are versatile and flexible, and they can be customized to mix subject-based questions, behavioral assessments, and include video interviews.

6. Determine how a candidate will respond and react in situations and whether he/ she is capable of communicating (listening, speaking, and writing), leading a team, multitasking, making a decision, solving a problem, etc. 

7. The chances of being biased or showing favoritism are very low. The test forms are in the system, and the process is computerized to eliminate the risk of human error. 

8. Setting a slightly higher cut-off percentage will effectively screen the best from the vast pool of applicants. 

9. Using the right classifications and different complexity levels based on the requirements of the job makes it easy to use a pre-designed test form to access potential candidates for the role.  

10.  Conducting the Computer Skills Assessment Test separately provides a complete overview of the candidate's ability to perform as a customer service agent that is capable of using the computer to perform the required computer skills needed for the position.  

11. Subject-based tests allow companies to measure the specific technical skills of the applicants. It is not surprising that this test is one of the most used assessments in the market. 

Pre-employment assessments provide the tools companies need to hire the right candidates. Customer Service is the backbone of every company and employment testing companies understand just how important this role is and have the tools to streamline that process.

When considering the important reasons to use a customer service assessment test, it is easy to see that they are a valuable tool in creating an efficient hiring process when staffing for the Customer Service Department.

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Created on Dec 21st 2020 03:51. Viewed 241 times.

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