Contact Centre SJT
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 Situational Judgement Test
Take a free situational judgement test designed by Viewpoint Psychology. On completion you will be able to download a detailed report based on your results!
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.