Why you should use Call Center Supervisor Test?

The Prueba de supervisor del centro de llamadas 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: Manejo de consultas y quejas de los clientes Proporcionar soporte técnico y solución de problemas Analizar y resolver la escalada de los clientes Aplicar el juicio situacional a diferentes escenarios Comunicarse efectivamente con clientes y miembros del equipo Utilización de técnicas de verificación de errores para garantizar la precisión Administrar y priorizar múltiples tareas Coaching y tutoría de miembros del equipo junior Desarrollar e implementar estrategias de servicio al cliente Liderar y motivar a un equipo de agentes de centros de llamadas

Call Center Supervisor Test

Q: What topics are covered in the Call Center Supervisor Test?

Servicio al Cliente Apoyo técnico Juicio situacional Comprobación de errores Habilidades de comunicación

About the test:

La prueba de supervisor del centro de llamadas está diseñada para evaluar el conocimiento y las habilidades de los candidatos en la gestión de un entorno de centro de llamadas. La prueba evalúa su comprensión de los principios de servicio al cliente, conceptos de soporte técnico, habilidades de liderazgo y técnicas de verificación de errores.

Covered skills:

Servicio al Cliente
Juicio situacional
Habilidades de comunicación

Apoyo técnico
Comprobación de errores

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9 reasons why

Adaface Call Center Supervisor Assessment Test is the most accurate way to shortlist Supervisor del centro de llamadass

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:

Capaz de manejar eficientemente las consultas y quejas de los clientes
Demuestra un fuerte conocimiento técnico y habilidades de solución de problemas
Capaz de tomar decisiones informadas basadas en el contexto situacional
Se comunica efectivamente con clientes y miembros del equipo
Demuestra atención al detalle y la precisión al verificar los errores

Reason #2

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

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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

Estas son solo una pequeña muestra de nuestra biblioteca de más de 10,000 preguntas. Las preguntas reales sobre esto Prueba de supervisor del centro de llamadas no se puede obtener.

🧐 Question
Medium Adapting Communication Styles Communication Adaptability	Try practice test
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	Try practice test
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 Configuring Load Balancing Load Balancing Web Hosting Server Configuration	Try practice test
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.

	🧐 Question	🔧 Skill
	Medium Adapting Communication Styles Communication Adaptability	2 mins Customer Service	Try practice test
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	2 mins Customer Service	Try practice test
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 Configuring Load Balancing Load Balancing Web Hosting Server Configuration	2 mins Technical Support	Try practice test
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.

	🧐 Question	🔧 Skill	💪 Difficulty	⌛ Time
	Adapting Communication Styles Communication Adaptability	Customer Service	Medium	2 mins	Try practice test
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."
	Appropriate Apology Customer Complaints Communication	Customer Service	Medium	2 mins	Try practice test
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."
	Configuring Load Balancing Load Balancing Web Hosting Server Configuration	Technical Support	Easy	2 mins	Try practice test
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.

Reason #4

1200+ customers in 75 countries

Con Adaface, pudimos optimizar nuestro proceso de selección inicial en más de un 75 %, liberando un tiempo precioso tanto para los gerentes de contratación como para nuestro equipo de adquisición de talentos.

Brandon Lee, jefe de personas, Love, Bonito

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Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment Prueba de supervisor del centro de llamadas 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 Prueba de supervisor del centro de llamadas 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.

Reason #7

Detailed scorecards & benchmarks

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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.

Reason #9

Advanced Proctoring

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About the Call Center Supervisor Online Test

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

The Prueba de supervisor del centro de llamadas 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:

Manejo de consultas y quejas de los clientes
Proporcionar soporte técnico y solución de problemas
Analizar y resolver la escalada de los clientes
Aplicar el juicio situacional a diferentes escenarios
Comunicarse efectivamente con clientes y miembros del equipo
Utilización de técnicas de verificación de errores para garantizar la precisión
Administrar y priorizar múltiples tareas
Coaching y tutoría de miembros del equipo junior
Desarrollar e implementar estrategias de servicio al cliente
Liderar y motivar a un equipo de agentes de centros de llamadas

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?

Servicio al cliente
Servicio al cliente en el contexto de una prueba de supervisor del centro de llamadas se refiere a la capacidad de ayudar y apoyar de manera efectiva a los clientes, manteniendo un alto nivel de profesionalismo y empatía. Esta habilidad debe medirse en la prueba, ya que es vital que un supervisor de centro de llamadas garantice la satisfacción y la retención del cliente, lo que afecta directamente el éxito del negocio del centro de llamadas.
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 Prueba de supervisor del centro de llamadas to be based on.
Manejo de llamadas
La resolución de conflictos
Conocimiento del producto
Manejo de clientes difíciles
Resolución de problemas
Interrogatorio efectivo
Escucha activa
Soporte de productos técnicos
Técnicas de solución de problemas
Analizar y priorizar situaciones
Toma de decisiones éticas
Técnicas de comunicación efectivas
Comunicación verbal
Comunicación no verbal
Comunicación escrita
Etiqueta por correo electrónico
Gramática y puntuación
Error de identificación
Error de corrección
Seguro de calidad
Evaluación del desempeño
Orientación y tutoría
Retroalimentacion de rendimiento
Colaboración en equipo
Gestión del tiempo
Adaptabilidad
Multitarea
Manejo del estrés
Profesionalismo en el lugar de trabajo
Código de conducta
Lidiar con información confidencial
Privacidad de datos
La satisfacción del cliente
Recuperación del servicio
Primera resolución de llamadas
Retención de clientes
Venta y venta cruzada
La mejora de procesos
Análisis de comentarios de los clientes
Gestión de escalada
Utilización de la base de conocimiento
Competencia del software CRM
Sistemas de telefonía
Administración de personal
Diversidad e inclusión en el lugar de trabajo
Trabajo en equipo y colaboración
Liderazgo efectivo
Métricas de rendimiento
Análisis de raíz de la causa
Gestión del cambio
Inteligencia emocional
Sensibilidad cultural
Pensamiento crítico
Empatía
Paciencia

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

Supervisor del centro de llamadas
Representante de Servicio al Cliente
Especialista de Soporte Técnico
Jefe de equipo
Analista de garantía de calidad
Gerente de Operaciones
Gerente de Experiencia del Cliente
Especialista en entrenamiento
Analista de gestión de la fuerza laboral
Contactor del gerente del centro

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

Delegar tareas y monitorear el rendimiento
Identificación e implementación de mejoras de proceso
Gestión de métricas de servicio al cliente y KPI
Realizar evaluaciones de desempeño y proporcionar comentarios
Creación y entrega de presentaciones efectivas
Construir relaciones con clientes y partes interesadas
Adaptar el estilo de comunicación a diferentes audiencias
Resolver conflictos y negociar resoluciones
Demostrando empatía y comprensión hacia los clientes
Mantenerse actualizado con las tendencias de la industria y las mejores prácticas

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Los gerentes de contratación sintieron que a través de las preguntas técnicas que hicieron durante las entrevistas del panel, pudieron decir qué candidatos tenían mejores puntajes y diferenciarse de aquellos que no obtuvieron tan buenos puntajes. Ellos son altamente satisfecho con la calidad de los candidatos preseleccionados con la selección de Adaface.

85%

Reducción en el tiempo de detección

Ver estudio de caso completo

Call Center Supervisor Hiring Test Preguntas frecuentes

¿Puedo combinar múltiples habilidades en una evaluación personalizada?

Si, absolutamente. Las evaluaciones personalizadas se configuran en función de la descripción de su trabajo e incluirán preguntas sobre todas las habilidades imprescindibles que especifique.

¿Tiene alguna característica anti-trato o procuración en su lugar?

Tenemos las siguientes características anti-trate en su lugar:

Preguntas no postradas
Procuración de IP
Procedor web
Procedores de cámara web
Detección de plagio
navegador seguro

Lea más sobre las funciones de procuración.

¿Cómo interpreto los puntajes de las pruebas?

Lo principal a tener en cuenta es que una evaluación es una herramienta de eliminación, no una herramienta de selección. Una evaluación de habilidades está optimizada para ayudarlo a eliminar a los candidatos que no están técnicamente calificados para el rol, no está optimizado para ayudarlo a encontrar el mejor candidato para el papel. Por lo tanto, la forma ideal de usar una evaluación es decidir un puntaje umbral (generalmente del 55%, lo ayudamos a comparar) e invitar a todos los candidatos que obtienen un puntaje por encima del umbral para las próximas rondas de la entrevista.

¿Para qué nivel de experiencia puedo usar esta prueba?

Cada evaluación de AdaFace está personalizada para su descripción de trabajo/ persona candidata ideal (nuestros expertos en la materia elegirán las preguntas correctas para su evaluación de nuestra biblioteca de más de 10000 preguntas). Esta evaluación se puede personalizar para cualquier nivel de experiencia.

¿Cada candidato tiene las mismas preguntas?

Sí, te hace mucho más fácil comparar los candidatos. Las opciones para las preguntas de MCQ y el orden de las preguntas son aleatorizados. Tenemos características anti-trato/procuración en su lugar. En nuestro plan empresarial, también tenemos la opción de crear múltiples versiones de la misma evaluación con cuestiones de niveles de dificultad similares.