What do Situational Judgement Tests assess?

A Situational Judgement Test or SJT is a type of psychometric test that presents candidates with real-life work situations and then asks them to decide on the best response to that situation. The Contact Centre SJT is a situational judgement test that is specifically geared towards roles where someone is in a client-facing role over the telephone.

Typical roles that would use our Contact Centre SJT are:

  • Call Centre Advisors
  • Telesales Advisors

Overview of the Contact Centre SJT

Our Contact Centre SJT presents candidates with 15 distinct situations that client-facing staff in call centres and telesales may find familiar across a variety of organisations. For each situation, candidates taking the test are asked to review 4 possible responses and select 1 response they consider ‘most appropriate’ and another as the ‘least appropriate’. As with all our SJTs, the Contact Centre SJT is untimed but typically takes up to 15 minutes to complete.

Our SJT measures 3 competencies / behaviours:

1. Delivering a High Quality Service - Showing dedication to ensuring the service is of a high quality

2. Relating to others - Coming across to the client as friendly and relatable while working with others to help

3. Understanding Customer’s Needs - Listening to the customer and knowing what they want or require, while responding in a way they appreciate

Example of a Contact Centre SJT question

How to do well in your Contact Centre SJT

To do well in a Contact Centre SJT, it is good to implement the following tips…

1. Read the passage – Make sure you fully read and understand the whole passage prior to looking at the responses, as the nuances of the situation will help decide which response is ‘most appropriate’.

2. Think about the next level up – The responses that are ‘most appropriate’ are often those which you would imagine being applicable, not only for the role being tested for, but also at levels higher up. Think about what qualities would not only enable you to do the job but be considered for promotion into a leadership role.

3. Avoid responses that deflect – Similarly to looking at the next level up, while the ‘least appropriate’ response will not be obviously incorrect, it is likely to focus more on how someone else needs to fix the problem, rather than you being the one to take responsibility and help the customer

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