C4: CritiCall for Contact Centers Software

 

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OPAC Office Skills Software

The premiere office skills pre-employment testing suite.



CritiCall 9-1-1 Dispatcher Software

Pre-employment testing software to assess public safety dispatcher and calltaker skills.

 


Encounter: Video Situational Judgment Testing

 

Effectively determine which applicants possess soft-skills such as interpersonal competence and handling difficult people.




 

CritiCall for Contact Centers (C4) provides a wide array of pre-employment tests for contact center agent hiring. Each measures valuable knowledges, skills, abilities, and/or personal characteristics (KSAPCs) important for success on the job. The C4 software provides contact center testing in a computerized environment to provide hiring departments with a more comprehensive personnel selection process.

The test administration feature of C4 allows call centers the ability to customize the testing process based on specific job titles, job functions, or any other combination that makes sense for your specific business environment.

 

Download the CritiCall for Contact Centers software today and see how your organization can benefit from our experience!

 

C4 TEST MODULES

All of the tests are included in one robust software program designed for hiring contact center personnel.

 

Customer Service Interaction

· Measures the ability to communicate effectively while attempting to resolve callers' issues and concerns. This is accomplished by simulating telephone calls that are typical of those received by a call taker in the contact center environment and require the test taker to choose the most appropriate and least appropriate responses to the information provided.


Basic Order Entry

· Measures the ability to hear audible data (such as names, addresses, telephone numbers, product codes, and amounts) and accurately enter that data in the proper fields using a keyboard.


Keyboarding

· Measures the ability to read full written paragraphs and accurately enter those paragraphs word-for-word using a keyboard. The ability to correctly capitalize and use proper punctuation is emphasized. This is typically NOT an appropriate test for jobs where information is only entered in ALL CAPITAL letters.


Record Locating

· Measures the ability to locate information on a written list and to correctly/accurately respond using a keyboard. Test takers are presented with an address book containing names, telephone numbers, and addresses on the screen. Using the address book list, they must answer written questions by cross-referencing specific information, and then entering the correct response into the space provided on the computer screen.


Data Entry/Call Summary

· Measures the ability to hear and comprehend audible information such as names, addresses and telephone numbers while accurately entering that information into the proper fields using a keyboard. The test taker listens to a simulated telephone call and enters that data into the computer. They must then choose the statement that best summarizes the primary focus of the call.


Data Entry/Chat

· Measures the ability to hear and comprehend audible information such as names, addresses and telephone numbers while accurately entering that information into the proper fields using a keyboard. The test taker listens to a simulated telephone call and enters that data into the computer. This test also measures multi-tasking by requiring the test taker to respond to internet chat messages by choosing the most appropriate chat response while entering the data.


Data Entry/Call Summary & Chat

· Measures the ability to hear and comprehend audible information such as names, addresses and telephone numbers while accurately entering that information into the proper fields using a keyboard. The test taker listens to a simulated telephone call and enters that data into the computer. This test also measures multi-tasking by requiring the test taker to respond to internet chat messages by choosing the most appropriate chat response while entering the data. After the data entry is completed, the test taker must then choose the statement that best summarizes the primary focus of the call.


Applying Policies

· Measures the ability to understand information heard during a telephone call and then to appropriately apply the contents of written policies in response to the callers' issue/or concern. The policies being tested are similar in complexity and type to those commonly used in most contact centers.


Outlook

· Measures the ability to perform some of the important functions in the Microsoft® Outlook program, such as sending emails, changing options and settings, spellcheck, creating signatures, forwarding emails and scheduling appointments and inviting attendees.

 

Biddle Consulting Group, Inc.'s research has identified five (5) types of calls common to the contact center environment.

 

Five Types of Calls:

  1. Trouble - problems associated with service
  2. Service Orders - requests for repair/service
  3. Credit - account credits for over billing
  4. Billing Inquiry - issues relating to the customer account
  5. Intangibles - unidentified concerns of the customers

The five (5) common call types were then broken down into job duties and KSAPCs parsed out to create the relevant tests found in C4.

 

Key Job Duties:

  • Quickly identify the caller's problem/issue and immediately begin resolution
  • Multi-tasking: use of the phone, keyboard and computer, to read, analyze, navigate the screen, and comprehend customer information during a call
  • Navigate the call by responding quickly and keeping the issue as the focus of the call
  • Handle irate/unsatisfied callers by taking their side, using charisma, and getting the caller to calm down
  • Observe information on the "boards" around the center to identify situations that require action
  • Enter customer information (e.g., name, address, ID number, issue/problem, other comments) into the database system
  • Perform calculations to identify customer's projected energy bill for future months
  • Analyze information in the customer account history to aid in working with the customer to find resolution to their problem/issue

Key KSAPCs:

  • Multi-tasking skills to use multiple tools and pieces of information to aid in handling a call
  • Emotional stability and patience to remain calm and not overreact when frustrated and/or being insulted by customers
  • Knowledge of company information such as the various services and purposes of the departments contained within the company
  • Typing skills to enter customer data into the database
  • Stress tolerance for quickly changing from caller to caller for extended periods of time
  • Listening comprehension to understand customer calls
  • Assertiveness and confidence to direct the flow of the call and remain focused on the issue/problem
  • Ability to adapt to each caller in terms of language, age, gender, mood, and other personal factors
  • Verbal communication skills to communicate with the caller. Includes the ability to "smooth talk" customers and gain their confidence
  • Ability to extract information (purpose of call, root of the problem, account info) from callers.
  • Customer service orientation in dealing with customers
  • Decision making skills for analyzing, evaluating, and choosing decisions based on information provided
  • Conflict resolution skills to adequately address customer problems and bring resolution
  • Ability to read notes and account information while listening to a caller
  • Ability to write notes/enter data while listening to a caller
  • Conscientiousness in consistently performing well and paying attention to detail


[download our electronic brochure CritiCall for Contact Centers (C4) .pdf 605K]

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