Skills Council of Canada

Assessment to determine skill gaps

Live Chat Operator

Test Description

This test measures the candidate’s ability to respond to customer queries promptly and professionally, communicate clearly and effectively with customers, resolve customer complaints, identify and contact potential customers, and update a customer database with contact details. The test covers several subject areas:

Sales Concepts

Assesses the candidate’s knowledge of sales concepts and techniques.

Data Checking

Tests the candidate’s ability to accurately check and verify customer data.

Customer Service

Evaluates the candidate’s customer service skills, including their ability to handle customer complaints and provide effective solutions.

E-mail Etiquette

Assesses the candidate’s ability to communicate professionally and effectively via email.

Typing

Tests the candidate’s typing speed and accuracy.

MS Office Simulation (Word and Excel)

Evaluates the candidate’s proficiency in using Microsoft Word and Excel.

It can be used to measure the performance potential of candidates for the following positions: Live Chat Specialist, Live Chat Representative, and Online Chat Specialist.

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
Strong typing and computer skills
Ability to multitask and prioritize
Active listening skills
Empathy and patience
Problem-solving skills
Attention to detail
Ability to work under pressure
Time management skills
Customer service skills

What are the soft skills?

Excellent communication skills
Active listening abilities
Empathy and understanding
Patience and composure
Problem-solving skills
Multitasking abilities
Attention to detail
Positive attitude
Adaptability and flexibility
Customer service orientation

What are the technical skills?

Proficiency in typing and data entry
Knowledge of customer service principles and practices
Familiarity with live chat software and platforms
Ability to multitask and manage multiple chat conversations simultaneously
Strong communication and interpersonal skills
Understanding of basic computer troubleshooting and problem-solving techniques
Ability to navigate and use various software applications and tools
Knowledge of basic HTML and CSS coding
Familiarity with CRM systems and databases
Ability to work independently and as part of a team

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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