Customer & sales

Contact Centre SJT

This Situational Judgement Test reflects real-life situations faced by client-facing staff in call centres and telesales, covering working with others, understanding customer needs, delivering high-quality service and professional integrity.

The assessment presents 16 scenarios; candidates select the most and least appropriate response from four options for each. It is untimed and typically takes up to 15 minutes, and is designed for call centre advisors, telesales advisors and contact centre advisors.

Duration

Approximately 15 minutes

Untimed

Scenarios

Format

Written scenarios

Competencies

Relating to Others, Understanding Customer Needs, Delivering a High-Quality Service, Professional Integrity

Norm group

630 Job Applicants

Reports

3 samples

See below

Try a sample question

These are the practice questions a candidate sees before the Contact Centre SJT starts. Have a go — the answer and an explanation appear after each one. Nothing is recorded.

You hear a colleague talking to a customer. They are discussing the cost of a product and in a direct tone, your colleague says, "that's the price" and that they are unable to do anything about it. Staff should always be helpful and polite with customers. At the same time, your colleague has been somewhat preoccupied of late. How would you tackle this?

Select the response you believe is MOST appropriate and the response you believe is LEAST appropriate.

MostLeast

Talk with your colleague, clearly outlining how they can do things differently when talking with customers

Hold off giving them direct feedback on this occasion, but quickly make sure they observe how you handle a similar conversation

Gently find out if anything is worrying them, while openly setting out your expectations of positive customer service

Ask your colleague to join you for a coffee so you can assess their emotional state and offer some support if needed

Sample reports

Real reports generated for a sample candidate through the same pipeline a live sitting goes through.

PDF

Sample Recruitment Report

See a real example of the confidential report the hiring team receives -- percentile, band and interpretation for each competency.

Open the report

PDF

Sample Candidate Report

See a real example of the feedback report a candidate can be sent -- no scores, plain-language development advice.

Open the report

PDF

Sample Interview Guide

See a real example of the interview guide -- probe questions for each competency, ready for the panel.

Open the report

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