Skills Council of Canada

Assessment to determine skill gaps

Call Center Operator

Customer Support Test

This test measures the candidate’s ability to provide customer support by answering the queries of the clients, facilitating and resolving customer complaints, effectively explaining the company’s products and services, and maintaining a good company image. The test covers several subject areas:

Attention to Detail

Assesses the candidate's ability to pay attention to details and identify errors in data.

Call Center

Tests the candidate's knowledge and skills in handling calls in a call center environment.

Chat Simulation

Assesses the candidate's ability to communicate effectively through chat and resolve customer issues.

Customer Service

Tests the candidate's knowledge and skills in providing excellent customer service.

Data Checking

Assesses the candidate's ability to check and verify data accurately.

Fill-in Form Typing

Tests the candidate's typing speed and accuracy in filling out forms.

Inbound Call Center Simulation

Assesses the candidate's ability to handle inbound calls in a call center environment.

MS Office 2016 - Excel Simulation

Tests the candidate's knowledge and skills in using Microsoft Excel 2016.

Multitasking Simulation

Assesses the candidate's ability to multitask and handle multiple tasks simultaneously.

It can be used to measure the performance potential of candidates for the following positions: Communication Center Operator, Call Center Representative, and Call Center Agent.

Each assessment provides an overview of your job role skills. This includes the essential, soft and technical skills? Assessments can be customized to create more difficult, complex evaluations.

What are the essential skills?

Excellent communication skills
Active listening
Patience
Problem-solving abilities
Multitasking
Attention to detail
Empathy
Time management
Computer literacy
Customer service orientation

What are the soft skills?

Excellent communication skills
Active listening
Empathy
Patience
Problem-solving abilities
Multitasking
Adaptability
Positive attitude
Teamwork
Time management

What are the technical skills?

Proficiency in computer systems and software
Knowledge of call center operations and procedures
Ability to troubleshoot technical issues
Familiarity with customer relationship management (CRM) software
Excellent communication skills, both verbal and written
Ability to multitask and manage time effectively
Attention to detail and accuracy
Ability to work in a fast-paced environment
Flexibility and adaptability to changing situations
Strong problem-solving skills

Why is an assessment important?

Assessments are important for many reasons, both in educational and professional settings. Here are some of the key reasons why assessments are important:

Measure Learning: Assessments are used to measure the level of learning that has occurred, allowing instructors and employers to identify strengths and weaknesses in a student or employee's knowledge and skills.
Identify Gaps: Assessments can also help identify gaps in learning or performance, allowing instructors and employers to provide targeted support and resources to address those gaps.
Evaluate Effectiveness: Assessments can help evaluate the effectiveness of teaching methods, training programs, or learning materials, allowing instructors and employers to make data-driven decisions to improve their offerings.
Provide Feedback: Assessments provide valuable feedback to both students and employees, helping them understand their progress and identify areas for improvement. This feedback can motivate individuals to work harder and achieve their goals.
Support Decision Making: Assessments can also be used to support decision-making processes, such as hiring decisions or admission to academic programs.
Standardize Processes: Assessments help standardize processes and ensure that all students or employees are evaluated using the same criteria, making it easier to compare results across individuals or groups.

Improved Hiring Efficiency

Customizable assessments, companies can efficiently and effectively evaluate candidates' skills, knowledge, and abilities, reducing the time and resources required for hiring.

Accurate Candidate Evaluation

Comprehensive testing and assessment platform provides accurate and objective insights into candidates' skills, knowledge, and abilities, enabling companies to make informed hiring decisions based on objective data.

Customizable Assessments

Platform allows companies to create and customize assessments tailored to their specific job requirements and skill sets, ensuring that they are evaluating candidates based on the skills that are most critical to their business.

Enhanced Employee Performance

Platform includes a range of assessments and training programs designed to improve employee skills and knowledge, helping companies build a more skilled and capable workforce. By identifying skill gaps and providing targeted training, companies can improve employee performance and productivity.

Accurate Results

Proprietary algorithm guarantees that your assessments are accurate and unbiased, eliminating any potential for human error or bias. This means that you can confidently make informed decisions about your candidates, knowing that the results are based solely on their skills and abilities.

Access Pre-Paid Assessments

At Skills Council of Canada, we're dedicated to empowering individuals from vulnerable communities to realize their career aspirations. Part of our commitment includes providing access to job-role and subject-based assessments to identify and address skill gaps. We deliver these services exclusively through our partner organizations that serve vulnerable populations. To avail of these pre-funded services, your organization needs to partner with us and demonstrate your commitment to serving vulnerable communities in need of support.

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