Call Centre, Administrative, Retail and Operational Roles
If recruiting Call Centre, Administrative, Retail and Operational Roles, Testing Talent provide organisations clarity in making the right decisions and in taking the right actions to recruit and promote the best people for their business. We pride ourselves on maintaining our independence from test publishers and only select tests that are proven to predict performance on the job. Over many years we have developed an excellent reputation with clients in selecting tests that are straightforward to understand. Under the following Job Levels from our experience we would recommend a range of aptitude, situational judgement tests and personality and behavioural profiles based on the real value they provide in assessing individuals.
Aptitude Tests – Saville Assessment
The Saville Consulting tests are designed for Call Centre, Administrative, Retail and Operational roles. They are set at NVQ level 1 – 3 standard. We have used these tests for many years and our clients have recognised how they have assisted in identifying talented individuals across these basic areas of job competence.
Two options are available for aptitude testing. The first is to use a combination test to test their Verbal, Numerical and Error Checking abilities with a single test. The second is to do individual tests for one or more of these abilities.
Situational Judgement Tests (SJT’s) – A & DC
The Assessment & Development Consultants Administrative and Customer Service Dilemmas™ are SJT’s used at the initial sifting stage of assessment. They are excellent products in identifying high performing Administrative and Call Centre staff. Candidates are asked to rate several potential responses to common scenarios, through an online platform that they can access anywhere.
Dilemmas measures different sets of competencies for each role.
|Administrative Dilemmas™||Customer Service Dilemmas™|
|Planning & Organising||Understanding Customer Needs|
|Service Orientation||Delivering Quality Service|
|Effective Communication||Convincing Others|
|Achieving Results||Dealing with Challenging Situations|
Assessing these competencies offers employers the ability to quickly identify the candidates who are likely to be most successful in the role.
Behavioural Profiles – Saville Consulting
The Saville Consulting Strengths questionnaires identify the potential strengths of individuals against the successful behaviours required for the role. It is designed to assess applicants against organisational and cultural fit.
Three variations of the work strengths questionnaire are available for different roles at this level.
- Operational Strengths – Technical Apprentices, Operational Staff in Manufacturing, Engineering, Construction and Transport
- Administrative Strengths – Clerical and Office Staff
- Customer Strengths – Contact Centre, Customer Service, Hospitality & Leisure
Whilst a behavioural profile does not provide the same level of detail as a full personality profile, Work Strengths has been shown to accurately predict behaviours and improve the calibre of later stage candidates. It allows better candidate placement by showing performance enhancers and inhibitors and provides a positive experience for the candidates by presenting them with relevant questions that they can complete quickly.