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About the test:

The Call Center Supervisor Test is designed to evaluate candidates' knowledge and skills in managing a call center environment. The test assesses their understanding of customer service principles, technical support concepts, leadership abilities, and error checking techniques.

Covered skills:

  • Customer Service
  • Situational-Judgement
  • Communication Skills
  • Technical Support
  • Error Checking

9 reasons why
9 reasons why

Adaface Call Center Supervisor Assessment Test is the most accurate way to shortlist Call Center Supervisors



Reason #1

Tests for on-the-job skills

The Call Center Supervisor Test helps recruiters and hiring managers identify qualified candidates from a pool of resumes, and helps in taking objective hiring decisions. It reduces the administrative overhead of interviewing too many candidates and saves time by filtering out unqualified candidates at the first step of the hiring process.

The test screens for the following skills that hiring managers look for in candidates:

  • Able to efficiently handle customer inquiries and complaints
  • Demonstrates strong technical knowledge and troubleshooting skills
  • Able to make informed decisions based on situational context
  • Effectively communicates with customers and team members
  • Demonstrates attention to detail and accuracy in error checking
Reason #2

No trick questions

no trick questions

Traditional assessment tools use trick questions and puzzles for the screening, which creates a lot of frustration among candidates about having to go through irrelevant screening assessments.

View sample questions

The main reason we started Adaface is that traditional pre-employment assessment platforms are not a fair way for companies to evaluate candidates. At Adaface, our mission is to help companies find great candidates by assessing on-the-job skills required for a role.

Why we started Adaface
Reason #3

Non-googleable questions

We have a very high focus on the quality of questions that test for on-the-job skills. Every question is non-googleable and we have a very high bar for the level of subject matter experts we onboard to create these questions. We have crawlers to check if any of the questions are leaked online. If/ when a question gets leaked, we get an alert. We change the question for you & let you know.

How we design questions

These are just a small sample from our library of 10,000+ questions. The actual questions on this Call Center Supervisor Test will be non-googleable.

🧐 Question

Medium

Adapting Communication Styles
Communication
Adaptability
Solve
As a customer service representative, it's crucial to adapt the communication style based on the customer's persona. Analyze the data points provided from the analytical dashboard for three customers and match the appropriate communication style for each customer persona:
Customer A:

Age: 42
Profession (from LinkedIn): Financial Analyst
Browsing data: Frequently visits the website during office hours, spends an average of 45 seconds on each page, and often uses the search function to find specific information.
Previous support requests: Sent an email inquiring about product pricing and requested a quick response; started the message with "Dear Support Team."
Customer B:

Age: 67
Profession (from LinkedIn): Retired School Teacher
Browsing data: Spends a considerable amount of time on the website during evenings and weekends, primarily visiting the "Help" and "FAQ" sections. Searches for information on basic product usage and troubleshooting.
Previous support requests: Submitted a query through the website's contact form asking for help with setting up their new device; started the message with "Hello, I hope you're well. I need some assistance with my new device."
Customer C:

Age: 29
Profession (from LinkedIn): Graphic Designer
Browsing data: Visits the website late at night, frequently engages with interactive content, and shares company blog posts on social media. Searches for information on design tools and creative processes.
Previous support requests: Sent a direct message on the company's social media page asking for a software recommendation; started the message with "Hey there! 😊 I'm looking for some advice on a design tool."

Medium

Appropriate Apology
Customer Complaints
Communication
Solve
As a customer support agent for a high-end telescope manufacturing company, you receive an email from Dr. Patel regarding a telescope she purchased last month for her university's astronomy department. She mentions that during a critical observation session for their research, one of the research team members deleted the historical data by mistake because the UX was confusing. She shares this feedback with you over email.

What is an appropriate apology?
A. "We are deeply sorry that the historical data got deleted due to confusing UX during such a crucial experiment! It must be extremely frustrating for a team of dedicated researchers."

B. "Our apologies! We truly feel terrible that your team's experiment was disrupted. As a fellow academic, it's disheartening to see your colleagues face such setbacks."

C. "We are sincerely sorry for the inconvenience caused by the telescope's confusing UX. That must have been embarrassing for you."

D. "Apologies! We feel awful that your team wasn't able to use the telescope correctly for their experiments. It's fortunate, though, that they have a supportive department head to help them through this."

Easy

Toy is out of stock!
Solve
You work in a children's toy store. One afternoon you notice a customer browsing the store for 15 minutes and looking increasingly annoyed. They approach you, and ask for your help to locate a particular toy the customer wants as a gift for their kid. When you check on your computer, you come to know that the toy is currently out of stock. Which of the following responses would be the most appropriate?
A: Apologize for the toy being out of stock, and suggest that they try kidstoys.com (biggest toy store in city) or another toy store.
B: Share the toy model number, so that they can search for it quickly at another toy store.
C: Offer to order the toy for the customer. Share how long this would take, and offer to call them when the toy arrives at the store.
D: Recommend that they try the biggest branch of your store, which is a 30 min drive away.

Easy

Configuring Load Balancing
Load Balancing
Web Hosting
Server Configuration
Solve
A client has a high-traffic website that is currently hosted on a single server. To ensure high availability and to distribute the load across multiple servers, they have decided to implement a load balancing solution.

The client has set up two additional servers identical to the original one, and all three servers are configured to serve the website. They have also set up a load balancer and updated their DNS records so that the website's domain now points to the load balancer.

Now, the client approaches you to verify the configuration. While reviewing the setup, you discover that the client hasn't configured session persistence (also known as sticky sessions) on their load balancer.

Which of the following are potential issues the client might face due to the lack of session persistence?
A: Users may experience slower website load times.
B: User sessions might be lost, causing them to be logged out unexpectedly.
C: The load balancer may not distribute traffic evenly across the servers.
D: The website may not be accessible if one of the servers goes down.
E: Users may not be able to establish a secure connection to the website.

Medium

DNS Propagation Troubleshooting
DNS
Web Hosting
Solve
You are a technical support specialist and a client contacts you reporting they are unable to access their website after changing their domain's DNS records to point to a new web host. They receive an error message stating the server's IP address could not be found.

Upon investigation, you determine that:

1. The client made the DNS changes 24 hours ago.
2. The client's device is unable to resolve the domain to the new IP address.
3. Other devices in the client's local network also can't access the website.
4. The client is able to access other websites without issues.
5. Using an external tool, you find that DNS propagation has completed in most parts of the world.

Given these facts, what should the client do to resolve the issue?
A: Wait for another 24 hours for DNS propagation to complete.
B: Update the domain's DNS records again.
C: Reset the router and clear the DNS cache on their devices.
D: Contact the new web host and ask them to check their server configuration.
E: Change the domain's DNS records to point to the old web host.

Medium

SSH Port Change
Linux
SSH
Server Configuration
Solve
A client's Linux server has been experiencing brute force attacks on their SSH service. To reduce the risk of successful attacks, the client wants to change the default SSH port from 22 to a non-standard port.

The client updates the /etc/ssh/sshd_config file on the server and changes the line `#Port 22` to `Port 2222`. They then save and close the file.

What should the client do next to apply the changes and start using the new SSH port?
A: Restart the network service using the command `service network restart`.
B: Reboot the entire server using the command `reboot`.
C: There's no need to do anything; the changes will take effect immediately.
D: Run the command `ssh -p 2222` to start using the new port.
E: Restart the SSH service using the command `service sshd restart`.

Medium

Web Page Load Speed
Web Performance
Web Hosting
Network Troubleshooting
Solve
As a technical support specialist, a client approaches you with a concern that their website's load time is considerably slow. They mention that their users are reporting load times of up to 20 seconds. They request your help in troubleshooting the issue.

You perform the following steps to investigate:

1. You access the website from your location and it loads within 3 seconds.
2. You use a web performance testing tool that tests the website from various locations globally and the average load time reported is 5 seconds.
3. You review the website's code and find it to be optimized with no obvious performance issues.
4. The client's website is hosted on a server located in London.

Given this information, which of the following is most likely causing the slow load times reported by the users?
A: The website is experiencing high traffic volumes.
B: The server needs to be upgraded to a more powerful one.
C: The users are located far from the server location.
D: The website's code is inefficient and needs to be optimized.
E: The server's network connection is unreliable.

Medium

Email on Friday evening
Solve
Emily spent the entire week at a client's site as part of the accounting team. Emily is just about to leave for the weekend, when she notices that there is an email from another small, but growing client that they have been working closely for the past 3 months. Emily has a good professional relationship with Rebecca, who sent the email. Rebecca has a question, which she needs an urgent response to. Answering the question in detail will require Emily to access a number of files in her own office. What should Emily do first?
A: Reply immediately that she needs more information before she can respond in detail, and that she will do it first thing on Monday morning.

B: Rebecca will have gotten an out of office (OOO) response, so she can leave it for now and respond first thing on Monday morning.

C: Call Rebecca to find out by when they need the information. If they need it right away, Emily can go to office, give the required details and provide a more detailed response on Monday.

D: Reply to the email immediately, based on the information Emily has already and assure Rebecca that she will double check and send over a more detailed response first thing on Monday.

Medium

Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning
Solve
You are the Head of Supply Chain for a large automobile manufacturer. Your supply chain is highly globalized, with key components sourced from various international suppliers. Recently, a significant geopolitical event has caused disruption to the supply of a critical component sourced from a particular region, causing production delays. You need to quickly resolve this issue while also planning for future disruptions. How should you approach this situation?
A: Find a local supplier for the critical component, regardless of cost and quality.
B: Stockpile components to mitigate future disruptions.
C: Invest in developing the component in-house, regardless of the time and resources it may take.
D: Lobby with government bodies to prioritize your company's needs.
E: Seek alternative international suppliers, renegotiate contracts with a risk mitigation clause, and invest in dual sourcing for critical components.
F: Shift the burden to the production department to figure out how to handle the component shortage.
G: Initiate legal action against the current supplier for not fulfilling their contract.

Medium

Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making
Solve
You are the team leader of a project team in a software development company. Your team consists of experienced and talented individuals. However, two of your team members, Alice and Bob, are frequently having disagreements, which is affecting the team's morale and overall productivity. The disagreements seem to stem from a clash in their working styles. Alice is very detail-oriented and likes to plan ahead while Bob is more spontaneous and likes to tackle problems as they come. You need to address this issue to ensure the project deadlines are met. What approach would you take?
A: They are both adults, wait for them to fix the issue by themselves. 
B: Pick the more competent team member's side and ask the other team member to adjust.
C: Have a private conversation with both Alice and Bob separately, to give feedback on their behaviors.
D: Organize team-building activities to improve team dynamics.
E: Report the situation to your manager and ask for their advice.
F: Terminate the less competent team member from the project team, and move them to another project.
G: Organize a meeting with both Alice and Bob, facilitating a discussion where they understand each other's perspectives and find a middle ground.

Easy

The Discrepancy
Solve
You are a data analyst for a marketing agency. While reviewing the quarterly reports, you notice a discrepancy in the sales data for a major client. The total sales for the quarter, as per the report, are $200,000. However, when you add up the monthly sales data given in the same report, the total is $210,000. The senior analyst is already preparing to present this report to the client. What is your next step?
A: Immediately inform the senior analyst about the discrepancy and offer to recalculate all the data.
B: Assume it's a minor mistake and ignore it, focusing on your other tasks.
C: Cross-verify the data with the original data source before bringing it to the attention of the senior analyst.
D: Prepare an amended report and replace the existing report without informing anyone.
E: Inform the IT department about the potential data integrity issue.
F: Talk to the person who prepared the report about the discrepancy.
G: Submit a report to the senior management detailing the discrepancy.

Medium

The Medical Mix-Up
Patient Safety
Solve
Sarah, a hospital administrator, was reviewing the medication administration records of patients. She came across a patient, Mr. Brown, who was reported to have an allergy to Penicillin. However, she noticed that the same patient was prescribed Amoxicillin for a bacterial infection. Knowing that both Penicillin and Amoxicillin are from the same drug family - beta-lactams, she should:
A: Assume the doctor knows best and ignore
B: Change the medication herself to a non-beta lactam drug
C: Contact the pharmacy to change the drug
D: Speak with the prescribing physician about the discrepancy
E: Consult the nurse who administered the medication
F: Immediately call the patient's family to inform them of the mistake
G: Report the case to a medical malpractice lawyer
🧐 Question🔧 Skill

Medium

Adapting Communication Styles
Communication
Adaptability

2 mins

Customer Service
Solve

Medium

Appropriate Apology
Customer Complaints
Communication

2 mins

Customer Service
Solve

Easy

Toy is out of stock!

2 mins

Customer Service
Solve

Easy

Configuring Load Balancing
Load Balancing
Web Hosting
Server Configuration

2 mins

Technical Support
Solve

Medium

DNS Propagation Troubleshooting
DNS
Web Hosting

2 mins

Technical Support
Solve

Medium

SSH Port Change
Linux
SSH
Server Configuration

2 mins

Technical Support
Solve

Medium

Web Page Load Speed
Web Performance
Web Hosting
Network Troubleshooting

2 mins

Technical Support
Solve

Medium

Email on Friday evening

2 mins

Situational Judgement
Solve

Medium

Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning

2 mins

Situational Judgement
Solve

Medium

Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making

2 mins

Situational Judgement
Solve

Easy

The Discrepancy

2 mins

Situational Judgement
Solve

Medium

The Medical Mix-Up
Patient Safety

2 mins

Situational Judgement
Solve
🧐 Question🔧 Skill💪 Difficulty⌛ Time
Adapting Communication Styles
Communication
Adaptability
Customer Service
Medium2 mins
Solve
Appropriate Apology
Customer Complaints
Communication
Customer Service
Medium2 mins
Solve
Toy is out of stock!
Customer Service
Easy2 mins
Solve
Configuring Load Balancing
Load Balancing
Web Hosting
Server Configuration
Technical Support
Easy2 mins
Solve
DNS Propagation Troubleshooting
DNS
Web Hosting
Technical Support
Medium2 mins
Solve
SSH Port Change
Linux
SSH
Server Configuration
Technical Support
Medium2 mins
Solve
Web Page Load Speed
Web Performance
Web Hosting
Network Troubleshooting
Technical Support
Medium2 mins
Solve
Email on Friday evening
Situational Judgement
Medium2 mins
Solve
Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning
Situational Judgement
Medium2 mins
Solve
Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making
Situational Judgement
Medium2 mins
Solve
The Discrepancy
Situational Judgement
Easy2 mins
Solve
The Medical Mix-Up
Patient Safety
Situational Judgement
Medium2 mins
Solve
Reason #4

1200+ customers in 75 countries

customers in 75 countries
Brandon

With Adaface, we were able to optimise our initial screening process by upwards of 75%, freeing up precious time for both hiring managers and our talent acquisition team alike!


Brandon Lee, Head of People, Love, Bonito

Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment Call Center Supervisor Test in your hiring process is that it is an elimination tool, not a selection tool. In other words: you want to use the test to eliminate the candidates who do poorly on the test, not to select the candidates who come out at the top. While they are super valuable, pre-employment tests do not paint the entire picture of a candidate’s abilities, knowledge, and motivations. Multiple easy questions are more predictive of a candidate's ability than fewer hard questions. Harder questions are often "trick" based questions, which do not provide any meaningful signal about the candidate's skillset.

Science behind Adaface tests
Reason #6

1 click candidate invites

Email invites: You can send candidates an email invite to the Call Center Supervisor Test from your dashboard by entering their email address.

Public link: You can create a public link for each test that you can share with candidates.

API or integrations: You can invite candidates directly from your ATS by using our pre-built integrations with popular ATS systems or building a custom integration with your in-house ATS.

invite candidates
Reason #7

Detailed scorecards & benchmarks

Reason #8

High completion rate

Adaface tests are conversational, low-stress, and take just 25-40 mins to complete.

This is why Adaface has the highest test-completion rate (86%), which is more than 2x better than traditional assessments.

test completion rate
Reason #9

Advanced Proctoring


Learn more

About the Call Center Supervisor Online Test

Why you should use Pre-employment Call Center Supervisor Test?

The Call Center Supervisor Test makes use of scenario-based questions to test for on-the-job skills as opposed to theoretical knowledge, ensuring that candidates who do well on this screening test have the relavant skills. The questions are designed to covered following on-the-job aspects:

  • Handling customer inquiries and complaints
  • Providing technical support and troubleshooting
  • Analyzing and resolving customer escalations
  • Applying situational judgment to different scenarios
  • Effectively communicating with customers and team members
  • Utilizing error checking techniques to ensure accuracy
  • Managing and prioritizing multiple tasks
  • Coaching and mentoring junior team members
  • Developing and implementing customer service strategies
  • Leading and motivating a team of call center agents

Once the test is sent to a candidate, the candidate receives a link in email to take the test. For each candidate, you will receive a detailed report with skills breakdown and benchmarks to shortlist the top candidates from your pool.

What topics are covered in the Call Center Supervisor Test?

  • Customer Service

    Customer service in the context of a call center supervisor test refers to the ability to effectively assist and support customers, maintaining a high level of professionalism and empathy. This skill needs to be measured in the test as it is vital for a call center supervisor to ensure customer satisfaction and retention, which directly impacts the success of the call center business.

  • Technical Support

    Technical support refers to the proficiency in troubleshooting and resolving technical issues faced by customers. This skill is essential to be measured in the test as a call center supervisor needs to possess the technical knowledge required to guide and support the call center agents in addressing customer queries and concerns effectively.

  • Situational Judgment

    Situational judgment involves the ability to analyze complex scenarios and make appropriate decisions in a call center environment. Measuring this skill in the test is crucial as a call center supervisor needs to be capable of handling various situations, managing conflicts, and ensuring the smooth functioning of the call center operations.

  • Error Checking

    Error checking is the skill of identifying and rectifying mistakes or discrepancies in customer interactions, data, or processes. It is important to assess this skill in the test as a call center supervisor plays a critical role in maintaining the accuracy and quality of customer interactions, minimizing errors, and ensuring compliance with organizational standards.

  • Communication Skills

    Communication skills encompass the ability to convey information clearly, actively listen, and communicate effectively with both customers and call center agents. Measuring this skill in the test is essential as a call center supervisor needs to ensure clear and concise communication to avoid misunderstandings, provide guidance, and foster a positive work environment.

  • Full list of covered topics

    The actual topics of the questions in the final test will depend on your job description and requirements. However, here's a list of topics you can expect the questions for Call Center Supervisor Test to be based on.

    Call handling
    Conflict resolution
    Product knowledge
    Handling difficult customers
    Problem-solving
    Effective questioning
    Active listening
    Technical product support
    Troubleshooting techniques
    Analyzing and prioritizing situations
    Ethical decision-making
    Effective communication techniques
    Verbal communication
    Non-verbal communication
    Written communication
    Email etiquette
    Grammar and punctuation
    Error identification
    Error correction
    Quality assurance
    Performance evaluation
    Coaching and mentoring
    Performance feedback
    Team collaboration
    Time management
    Adaptability
    Multitasking
    Stress management
    Workplace professionalism
    Code of conduct
    Dealing with confidential information
    Data privacy
    Customer satisfaction
    Service recovery
    First call resolution
    Customer retention
    Upselling and cross-selling
    Process improvement
    Customer feedback analysis
    Escalation management
    Knowledge base utilization
    CRM software proficiency
    Telephony systems
    Workforce management
    Workplace diversity and inclusion
    Teamwork and collaboration
    Effective leadership
    Performance metrics
    Root cause analysis
    Change management
    Emotional intelligence
    Cultural sensitivity
    Critical thinking
    Empathy
    Patience

What roles can I use the Call Center Supervisor Test for?

  • Call Center Supervisor
  • Customer Service Representative
  • Technical Support Specialist
  • Team Leader
  • Quality Assurance Analyst
  • Operations Manager
  • Customer Experience Manager
  • Training Specialist
  • Workforce Management Analyst
  • Contact Center Manager

How is the Call Center Supervisor Test customized for senior candidates?

For intermediate/ experienced candidates, we customize the assessment questions to include advanced topics and increase the difficulty level of the questions. This might include adding questions on topics like

  • Delegating tasks and monitoring performance
  • Identifying and implementing process improvements
  • Managing customer service metrics and KPIs
  • Conducting performance evaluations and providing feedback
  • Creating and delivering effective presentations
  • Building relationships with customers and stakeholders
  • Adapting communication style to different audiences
  • Resolving conflicts and negotiating resolutions
  • Demonstrating empathy and understanding towards customers
  • Staying updated with industry trends and best practices
Singapore government logo

The hiring managers felt that through the technical questions that they asked during the panel interviews, they were able to tell which candidates had better scores, and differentiated with those who did not score as well. They are highly satisfied with the quality of candidates shortlisted with the Adaface screening.


85%
reduction in screening time

Call Center Supervisor Hiring Test FAQs

Can I combine multiple skills into one custom assessment?

Yes, absolutely. Custom assessments are set up based on your job description, and will include questions on all must-have skills you specify. Here's a quick guide on how you can request a custom test.

Do you have any anti-cheating or proctoring features in place?

We have the following anti-cheating features in place:

  • Non-googleable questions
  • IP proctoring
  • Screen proctoring
  • Web proctoring
  • Webcam proctoring
  • Plagiarism detection
  • Secure browser
  • Copy paste protection

Read more about the proctoring features.

How do I interpret test scores?

The primary thing to keep in mind is that an assessment is an elimination tool, not a selection tool. A skills assessment is optimized to help you eliminate candidates who are not technically qualified for the role, it is not optimized to help you find the best candidate for the role. So the ideal way to use an assessment is to decide a threshold score (typically 55%, we help you benchmark) and invite all candidates who score above the threshold for the next rounds of interview.

What experience level can I use this test for?

Each Adaface assessment is customized to your job description/ ideal candidate persona (our subject matter experts will pick the right questions for your assessment from our library of 10000+ questions). This assessment can be customized for any experience level.

Does every candidate get the same questions?

Yes, it makes it much easier for you to compare candidates. Options for MCQ questions and the order of questions are randomized. We have anti-cheating/ proctoring features in place. In our enterprise plan, we also have the option to create multiple versions of the same assessment with questions of similar difficulty levels.

I'm a candidate. Can I try a practice test?

No. Unfortunately, we do not support practice tests at the moment. However, you can use our sample questions for practice.

What is the cost of using this test?

You can check out our pricing plans.

Can I get a free trial?

Yes, you can sign up for free and preview this test.

I just moved to a paid plan. How can I request a custom assessment?

Here is a quick guide on how to request a custom assessment on Adaface.

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