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Call Center Situational Judgement Tests (SJT) Online Preparation, Tips & Sample Questions- 2021

Aptitude Employment Tests Prep

As the world becomes more global, call centers have become a more common part of doing business. Technology firms, healthcare providers, financial institutions, and human resources firms all utilize call centers to ease the flow of incoming calls and process higher volumes of customers and clients. It is estimated that call centers in the United States employ over 3 million people, including employees who have been outsourced. Even with the number of call center jobs increasing, it remains a competitive field and job-seekers looking for call center jobs will need to demonstrate good customer service skills, language skills, and the ability to multitask. If applying for a call center position you will most likely find yourself sitting for a Call Center Situational Judgment Test (SJT).

 

What Is a Call Center Situational Test?

A call center Situational Judgment Test helps narrow down the field of candidates by identifying the individuals who demonstrate proficiency at the necessary skills. The test is measuring for 5 core competencies:

  • Communication skills
  • Cognitive skills
  • Interpersonal skills
  • Personality traits
  • Attitude

These competencies are important to these skills that are necessary to those working in a call center.

  • Handling challenging calls
  • Providing high-quality service
  • Ability to work well with people and establish a rapport
  • Empathy for customer needs

The test identifies these skills by presenting the test-taker with scenarios that a call-center representative is likely to have to face while working. The test is made up of common problems, and each problem will have several solutions. You will need to determine which solution is the most likely to be successful, and which is the least likely. Some test variations may have you rank all the solutions in order of best to worst, and others may be made designed for you to rank the responses as what you are most likely to versus what you are most likely to do.

The test may be offered in several formats, it is most commonly computer-based, though it can also be given in a paper and pencil form. Some versions have video or audio components so you can hear or see the scenario in the question unfold.

 

How to Prepare for The Call Center SJT?

The Call Center SJT seems like it would be based in common sense. This is true to an extent. However, the test answers are phrased so that none of the possible responses seem overtly negative. You will need to consider all outcomes of each suggestion before making your selection. You will need to use a combination of reasoning skills and empathy to determine which course of action is the best.

 

Free Sample Questions:

A typical question on a Call Center SJT might look something like this:

Question:

“A customer calls to complain about their bill. They say that it arrived in the mail late, and they do not think they should have to pay the late fees because it was not their fault. How do you respond?”

  1. I understand, and of course, we will waive the fee
  2. I need to talk to my manager about this. I need to get your details, and I will give you a call later today with an update.
  3. Sorry but there is nothing I can do.

 

Explained Answer:

Best answer 2. You are working with the customer and taking their situation seriously, without making accommodations for unreasonable expectations.

Worst answer 1. The customer is asking something that may not be reasonable, and you need more information before making a decision like that.

Answer 3 is not completely unreasonable, but the customer’s claims warrant further investigation and consideration.

 

Conclusion

The Call Center SJT is nothing to be scared of. If you have the skills necessary to be successful at a call center position, then the test will be no problem for you. Respond to the questions as though you are on the job, and you will impress the hiring company with your level of ability and will soon be saying yes to the job offer you have been waiting for.