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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:
1. Call Centre Advisors
2. Telesales Advisors
3. Contact Centre Advisors
Overview of the Contact Centre SJT
Our Contact Centre SJT presents candidates with 16 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 4 competencies / behaviours:
1. Relating to others: Working with others in order to maximise outcomes.
2. Understanding Customers' Needs: Understanding & establishing customer’ needs.
3. Delivering a High Quality Service: Working in a systematic manner in order to meet customer' expectations.
4. Professional Integrity: Operating in a professional manner and bringing best practice to their work.
Each competency comprises of 4 behavioural indicators, and each indicator is measured by a specific question in the Contact Centre SJT. This ensures a comprehensive and valid assessment of the competency. It also ensures that the interpretive reports provided are accurate and valid.
Example Contact Centre SJT Question
Contact Centre SJT - Sample Reports
On completion of the Contact Centre SJT, you can download 2 reports as standard:
1. Recruitment Report, where the content is designed for an organisation and supports a recruitment decision. This report provides tests scores, behavioural interpretation and interview questions.
2. Candidate Report, where the content is designed for a candidate(s) and provides feedback on the test performance. This report provides behavioural interpretation and suggests development goals for improving their competencies.
Free Tests!
Take a free test. On completion you will be able to download a detailed report based on your results. We will not ask you for any personal information to be able to view your report.
Take a free Critical Reasoning Test
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. Demonstrate Excellent Communication and Active Listening Skills: In a contact centre, clear and effective communication is crucial. Choose SJT responses that showcase your ability to listen attentively, understand customer queries or complaints, and communicate solutions in a clear, concise, and professional manner. Emphasise your patience and ability to handle complex information over the phone.
2. Effective Handling of Complaints and Escalations: Dealing with dissatisfied customers is a common challenge in call centres. Opt for responses in the SJT that illustrate your competence in managing complaints calmly and effectively, showing empathy, and offering appropriate solutions or escalations when necessary while maintaining a courteous demeanour.
3. Adherence to Protocols and Efficient Resolution: Contact centres often have specific protocols for different types of customer interactions. When faced with SJT scenarios, select responses that demonstrate your adherence to these protocols, your ability to provide efficient and accurate solutions, and your skill in managing time effectively during calls to maximise customer satisfaction and operational efficiency.