Why you should use Call Center Supervisor Test?

The Test de superviseur du centre d'appel 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: Gérer les demandes et les plaintes des clients Fournir un support technique et un dépannage Analyse et résolution des escaliers du client Appliquer un jugement situationnel à différents scénarios Communiquer efficacement avec les clients et les membres de l'équipe Utilisation des techniques de vérification des erreurs pour assurer la précision Gérer et hiérarchiser plusieurs tâches Entraîneur et mentorat des membres de l'équipe junior Développement et mise en œuvre de stratégies de service à la clientèle Diriger et motiver une équipe d'agents du centre d'appels

Call Center Supervisor Test

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

Service client Soutien technique Jugement situationnel Vérification des erreurs Compétences en communication

About the test:

Le test de superviseur du centre d'appels est conçu pour évaluer les connaissances et les compétences des candidats dans la gestion d'un environnement de centre d'appels. Le test évalue leur compréhension des principes du service à la clientèle, des concepts de support technique, des capacités de leadership et des techniques de vérification des erreurs.

Covered skills:

Service client
Jugement situationnel
Compétences en communication

Soutien technique
Vérification des erreurs

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9 reasons why

Adaface Call Center Supervisor Assessment Test is the most accurate way to shortlist Superviseur du centre d'appels

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:

Capable de gérer efficacement les demandes et les plaintes des clients
Démontre de fortes connaissances techniques et des compétences de dépannage
Capable de prendre des décisions éclairées en fonction du contexte situationnel
Communique efficacement avec les clients et les membres de l'équipe
Démontre l'attention aux détails et à la précision dans la vérification des erreurs

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

Ce ne sont qu'un petit échantillon de notre bibliothèque de plus de 10 000 questions. Les questions réelles à ce sujet Test de superviseur du centre d'appel ne sera pas 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 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.

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

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

Reason #4

1200+ customers in 75 countries

Avec Adaface, nous avons pu optimiser notre processus de sélection initiale de plus de 75 %, libérant ainsi un temps précieux tant pour les responsables du recrutement que pour notre équipe d'acquisition de talents !

Brandon Lee, Chef du personnel, Love, Bonito

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Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment Test de superviseur du centre d'appel 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 Test de superviseur du centre d'appel 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 Test de superviseur du centre d'appel 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:

Gérer les demandes et les plaintes des clients
Fournir un support technique et un dépannage
Analyse et résolution des escaliers du client
Appliquer un jugement situationnel à différents scénarios
Communiquer efficacement avec les clients et les membres de l'équipe
Utilisation des techniques de vérification des erreurs pour assurer la précision
Gérer et hiérarchiser plusieurs tâches
Entraîneur et mentorat des membres de l'équipe junior
Développement et mise en œuvre de stratégies de service à la clientèle
Diriger et motiver une équipe d'agents du centre d'appels

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?

Service client
Le service client dans le contexte d'un test de superviseur du centre d'appels fait référence à la capacité d'aider et de soutenir efficacement les clients, en maintenant un niveau élevé de professionnalisme et d'empathie. Cette compétence doit être mesurée dans le test car il est essentiel pour un superviseur du centre d'appels afin d'assurer la satisfaction et la rétention des clients, ce qui a un impact direct sur le succès de l'activité du centre d'appels.
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 Test de superviseur du centre d'appel to be based on.
Traitement des appels
Résolution de conflit
Connaissance des produits
Traiter les clients difficiles
Résolution de problème
Questionnement efficace
Écoute active
Support technique des produits
Techniques de dépannage
Analyser et hiérarchiser les situations
Prise de décision éthique
Techniques de communication efficaces
Communication verbale
La communication non verbale
Communication écrite
Étiquette par e-mail
Grammaire et ponctuation
Identification des erreurs
Correction des erreurs
Assurance qualité
Évaluation des performances
Coaching et mentorat
Rétroaction sur le rendement
La collaboration d'équipe
Gestion du temps
Adaptabilité
Multitâche
La gestion du stress
Professionnalisme en milieu de travail
Code de conduite
Traitant des informations confidentielles
Confidentialité des données
Satisfaction du client
Récupération des services
Première résolution d'appel
Fidélisation de la clientèle
Sévère et vente croisée
L'amélioration des processus
Analyse des commentaires des clients
Gestion d'escalade
Utilisation de la base de connaissances
Compétence du logiciel CRM
Systèmes de téléphonie
Gestion de la main-d'œuvre
Diversité et inclusion en milieu de travail
Travail d'équipe et collaboration
Leadership efficace
Indicateurs de performance
Analyse de la cause originelle
Gestion du changement
Intelligence émotionnelle
Sensibilité culturelle
Esprit critique
Empathie
Patience

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

Superviseur du centre d'appel
Représentant du service à la clientèle
Spécialiste du support technique
Chef d'équipe
Analyste d'assurance qualité
directeur des opérations
Gestionnaire d'expérience client
Spécialiste de la formation
Analyste de gestion de la main-d'œuvre
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

Déléguer des tâches et des performances de surveillance
Identification et mise en œuvre d'améliorations de processus
Gérer les métriques du service client et les KPI
Effectuer des évaluations de performance et fournir des commentaires
Créer et faire des présentations efficaces
Établir des relations avec les clients et les parties prenantes
Adapter le style de communication à différents publics
Résoudre les conflits et négocier les résolutions
Démontrer l'empathie et la compréhension envers les clients
Rester à jour avec les tendances de l'industrie et les meilleures pratiques

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Les responsables du recrutement ont estimé que grâce aux questions techniques qu'ils ont posées lors des entretiens avec le panel, ils étaient en mesure de déterminer quels candidats avaient obtenu de meilleurs scores et de se différencier de ceux qui avaient obtenu de moins bons résultats. Ils sont très satisfait avec la qualité des candidats présélectionnés lors de la sélection Adaface.

85%

réduction du temps de dépistage

Voir l'étude de cas complète

Call Center Supervisor Hiring Test FAQ

Puis-je combiner plusieurs compétences en une seule évaluation personnalisée?

Oui absolument. Les évaluations personnalisées sont configurées en fonction de votre description de poste et comprendront des questions sur toutes les compétences indispensables que vous spécifiez.

Avez-vous en place des fonctionnalités anti-chétion ou de proctorisation?

Nous avons les fonctionnalités anti-modification suivantes en place:

Questions non googléables
IP Proctoring
Proctoring Web
Proctoring webcam
Détection du plagiat
navigateur sécurisé

En savoir plus sur les fonctionnalités de Proctoring.

Comment interpréter les résultats des tests?

La principale chose à garder à l'esprit est qu'une évaluation est un outil d'élimination, pas un outil de sélection. Une évaluation des compétences est optimisée pour vous aider à éliminer les candidats qui ne sont pas techniquement qualifiés pour le rôle, il n'est pas optimisé pour vous aider à trouver le meilleur candidat pour le rôle. Ainsi, la façon idéale d'utiliser une évaluation consiste à décider d'un score de seuil (généralement 55%, nous vous aidons à bencher) et à inviter tous les candidats qui marquent au-dessus du seuil pour les prochains cycles d'entrevue.

Pour quel niveau d'expérience puis-je utiliser ce test?

Chaque évaluation ADAFACE est personnalisée à votre description de poste / Persona de candidats idéaux (nos experts en la matière choisiront les bonnes questions pour votre évaluation de notre bibliothèque de 10000+ questions). Cette évaluation peut être personnalisée pour tout niveau d'expérience.

Chaque candidat reçoit-il les mêmes questions?

Oui, cela vous permet de comparer les candidats. Les options pour les questions du MCQ et l'ordre des questions sont randomisées. Nous avons Anti-Cheating / Proctoring en place. Dans notre plan d'entreprise, nous avons également la possibilité de créer plusieurs versions de la même évaluation avec des questions de niveaux de difficulté similaires.

Je suis candidat. Puis-je essayer un test de pratique?

Non. Malheureusement, nous ne soutenons pas les tests de pratique pour le moment. Cependant, vous pouvez utiliser nos exemples de questions pour la pratique.