Situational judgement test · Contact centres
Choose advisers who understand callers' needs and deliver quality service
Candidates choose the most and least appropriate responses to 16 realistic job scenarios that call centre and telesales staff will recognise, across 4 competencies. Recruitment and Candidate Reports come as standard.
See what candidates see
Choose the most and least appropriate responses to 16 contact centre situations. Untimed.
Every candidate gets clear instructions and examples before the test starts. To try the full test yourself, ask us for a free trial.
What the Contact Centre SJT measures
The Contact Centre SJT is a situational judgement test for client-facing roles over the telephone. Candidates are presented with realistic situations that call centre and telesales staff will recognise and decide on the best response. It measures 4 competencies:
Relating to others
Working with others to maximise outcomes.
Understanding customers' needs
Understanding and establishing what customers need.
Delivering a high quality service
Working systematically to meet customers' expectations.
Professional integrity
Operating professionally and bringing best practice to their work.
Why organisations choose Viewpoint SJTs
Realistic job scenarios
Candidates respond to situations they would really face in the role, so you see how they would handle the job.
Measures judgement, not knowledge
SJTs show how people weigh up a situation and choose what to do, which experience and CVs rarely reveal.
A preview of the job
Candidates get a realistic picture of the role, which helps them decide if it is right for them.
Reports for every audience
Reports for recruiters and for candidates, so everyone gets feedback that is useful to them.
Reports that do the work for you
You can download 2 reports as standard. Recruitment Report: for the organisation, to support a recruitment decision, with test scores, behavioural interpretation and interview questions. Candidate Report: for the candidate, with feedback on their performance, behavioural interpretation and development goals.
View sample
Recruitment Report
For recruiters and hiring managers
- An overall score and a score for each competency
- Behavioural interpretation of the results
- Interview questions to explore each competency
View sample
Candidate Report
For the person who took it
- Constructive feedback in plain English
- No scores shown
- Practical suggestions for development
Who it’s for
The test is designed for client-facing staff working over the telephone. Typical roles.
Volume recruitment
Screen call centre, telesales and contact centre applicants on consistent criteria.
Telephone service
Assess how candidates relate to others and understand customers' needs over the phone.
Professional integrity
Check how applicants would act when service quality and integrity are tested.
How it works
- 1
Invite
Send candidates their link from the Viewpoint platform. They can complete it wherever suits them.
- 2
Respond to the scenarios
Candidates read or watch each scenario and choose the most and least appropriate responses.
- 3
Get the reports
Reports are ready as soon as the candidate finishes, for recruiters and for candidates.
At a glance
- 16 realistic work situations
- 4 possible responses for each situation
- Candidates choose the most appropriate and the least appropriate response
- Untimed, but typically takes up to 15 minutes
- Each competency has 4 behavioural indicators, and each indicator is measured by its own question.
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Residential & Home Care SJTDecide how best to respond across 16 linked steps of visits to 4 care clients. Untimed.How candidates can do their best
Listen and communicate clearly
Choose responses that show you understand the customer's query and explain solutions clearly and professionally.
Handle complaints well
Favour calm, empathetic responses that offer the right solution or escalate when necessary.
Follow the process
Look for options that stick to protocols and resolve calls accurately and efficiently.
See the Contact Centre SJT for yourself
Try it and see the reports your team would receive. Contact us for a free trial or a demonstration of the platform.
More Free Tests
Try additional psychometric tests for free:
Take a Free SJT Take a Free Personality Test Take a Free Critical Reasoning Test Take a Free Barista SJT