If the unemployment rate is high, posting a job opening for a customer service agent may very well result in your company being swamped with resumes and applications. Many of the applications are most likely from very competent, accomplished professionals who would be a great fit for the job. However, it can be difficult to find them if you must wade through dozens of applications. By using customer service skills assessment tests, you can easily screen out unqualified applicants and identify the best-qualified candidates so you can make better hires.
What Is a Customer Service Skills Assessment Test?
The process of selecting and hiring new customer service employees is often subjective because it is based on gut feelings and overall impressions rather than hard facts. When people read resumes, they tend to jump to conclusions and make assumptions based on a candidate’s educational background, companies they have worked for, and previous job titles. This traditional approach causes unconscious bias, which can result in discrimination claims and make it likely that you will miss high-quality candidates.
We may never completely eliminate unconscious bias from the hiring process, but we can limit its effects. One great way to do that is to use customer service skills assessment tests to assess applicants’ skills and abilities.
How to Assess Customer Service Skills in Applicants
If you are wondering how to assess customer service abilities, it is important to remember that employment skills are most often placed into two categories: hard skills and soft skills. Hard skills are those that most directly impact the job, and testing them tends to be very straightforward. Pre-employment tests you might use to assess hard skills include:
You should also assess customer service representatives’ soft skills (skills that are generally related to personality and have a big impact on customer interactions) to identify applicants with a strong probability for success. Examples of customer service skills assessment tests that focus on soft skills include:
Using Customer Service Skills Assessment Tests for Applicants
When pre-employment tests are used, all applicants are judged equally because everyone is asked the same questions in the same order. Since pre-employment testing is objective rather than subjective, there is little chance that discrimination or unconscious bias will occur. A candidate either scored well on a customer service skills assessment test or did not. These tests help you make better hires based on your data instead of gut feelings, and provide a tangible record of why a particular employment decision was made.
How to Assess Customer Service Skills for Current Employees
Skills testing is a great way to select the candidates who are most likely to succeed at your company, but skills testing does not need to be limited to applicants. Using skills testing internally helps you establish a baseline for your staff’s knowledge and skills so you can pinpoint training and knowledge “gaps,” identify employees who are ready for new challenges, and develop customized training programs. This is especially useful when rolling out new processes, communicating new information and policies, and cross-training.
The result of using skills tests in hiring and training is better-quality hires and more productive employees, both of which reduce employee turnover and improve your company culture.
When companies use customer service skills assessment tests, everybody wins. Request a demo today.