Why you should use Call Center Supervisor Test?

The Teste de supervisor de call center 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: Lidar com consultas e reclamações de clientes Fornecendo suporte técnico e solução de problemas Analisando e resolvendo escalações de clientes Aplicando julgamento situacional a diferentes cenários Comunicação efetivamente com clientes e membros da equipe Utilizando técnicas de verificação de erros para garantir a precisão Gerenciando e priorizando várias tarefas Treinando e orientando membros da equipe júnior Desenvolvendo e implementando estratégias de atendimento ao cliente Liderando e motivando uma equipe de agentes de call center

Call Center Supervisor Test

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

Atendimento ao Cliente Suporte técnico JUDO DE SITUATIONAL Verificação de erros Habilidades de comunicação

About the test:

O teste de supervisor de call center foi projetado para avaliar o conhecimento e as habilidades dos candidatos no gerenciamento de um ambiente de call center. O teste avalia sua compreensão dos princípios de atendimento ao cliente, conceitos de suporte técnico, habilidades de liderança e técnicas de verificação de erros.

Covered skills:

Atendimento ao Cliente
JUDO DE SITUATIONAL
Habilidades de comunicação

Suporte técnico
Verificação de erros

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9 reasons why

Adaface Call Center Supervisor Assessment Test is the most accurate way to shortlist Supervisor de call centers

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 lidar com eficiência a consultas e reclamações dos clientes
Demonstra um forte conhecimento técnico e habilidades de solução de problemas
Capaz de tomar decisões informadas com base no contexto situacional
Se comunica efetivamente com clientes e membros da equipe
Demonstra atenção aos detalhes e precisão na verificação de erros

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

Estes são apenas uma pequena amostra da nossa biblioteca de mais de 10.000 perguntas. As perguntas reais sobre isso Teste de supervisor de call center será não-googleable.

🧐 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

Com o Adaface, conseguimos otimizar nosso processo de seleção inicial em mais de 75%, liberando um tempo precioso tanto para os gerentes de contratação quanto para nossa equipe de aquisição de talentos!

Brandon Lee, Chefe de Pessoas, Love, Bonito

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Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment Teste de supervisor de call center 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 Teste de supervisor de call center 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 Teste de supervisor de call center 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:

Lidar com consultas e reclamações de clientes
Fornecendo suporte técnico e solução de problemas
Analisando e resolvendo escalações de clientes
Aplicando julgamento situacional a diferentes cenários
Comunicação efetivamente com clientes e membros da equipe
Utilizando técnicas de verificação de erros para garantir a precisão
Gerenciando e priorizando várias tarefas
Treinando e orientando membros da equipe júnior
Desenvolvendo e implementando estratégias de atendimento ao cliente
Liderando e motivando uma equipe de agentes de call center

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?

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 Teste de supervisor de call center to be based on.
Manuseio de chamadas
Resolução de conflitos
Conhecimento do produto
Lidar com clientes difíceis
Solução de problemas
Questionamento eficaz
Escuta activa
Suporte técnico ao produto
Técnicas de solução de problemas
Analisando e priorizando situações
Tomada de decisão ética
Técnicas de comunicação eficazes
Comunicação verbal
Comunicação não verbal
Comunicação escrita
Etiqueta de Email
Gramática e pontuação
Erro de identificação
Correção de erros
Garantia da Qualidade
Avaliação de desempenho
Coaching e orientação
Feedback de desempenho
Colaboração em equipe
Gerenciamento de tempo
Adaptabilidade
Multitarefa
Gerenciamento de estresse
Profissionalismo no local de trabalho
Código de Conduta
Lidar com informações confidenciais
Dados privados
Satisfação do cliente
Recuperação de serviço
Resolução de primeira chamada
Fidelização de clientes
Vendendo-se e se vender
Melhoria de processos
Análise de feedback do cliente
Gerenciamento de escalação
Utilização da base de conhecimento
Proficiência no software CRM
Sistemas de telefonia
Gerenciamento de força de trabalho
Diversidade e inclusão no local de trabalho
Trabalho em equipe e colaboração
Liderança efetiva
Métricas de desempenho
Análise de causa raiz
Mudar a gestão
Inteligencia emocional
Sensibilidade cultural
Pensamento crítico
Empatia
Paciência

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

Supervisor de call center
Representante de atendimento ao cliente
Especialista em Suporte Técnico
Líder da equipe
Analista de garantia de qualidade
Gerente de Operações
Gerente de experiência do cliente
Especialista em treinamento
Analista de gerenciamento da força de trabalho
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

Delegando tarefas e monitoramento de desempenho
Identificando e implementando melhorias no processo
Gerenciando métricas de atendimento ao cliente e KPIs
Conduzir avaliações de desempenho e fornecer feedback
Criando e oferecendo apresentações eficazes
Construindo relacionamentos com clientes e partes interessadas
Adaptar o estilo de comunicação a diferentes públicos
Resolvendo conflitos e negociações de resoluções
Demonstrando empatia e compreensão em relação aos clientes
Mantendo -se atualizado com tendências do setor e práticas recomendadas

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Os gerentes de contratação sentiram que, por meio das perguntas técnicas feitas durante as entrevistas do painel, foram capazes de dizer quais candidatos tiveram melhores pontuações e diferenciaram aqueles que não tiveram pontuações tão boas. Eles são altamente satisfeito com a qualidade dos candidatos selecionados na triagem Adaface.

85%

Redução no tempo de triagem

Veja o estudo de caso completo

Call Center Supervisor Hiring Test Perguntas frequentes

Posso combinar várias habilidades em uma avaliação personalizada?

Sim absolutamente. As avaliações personalizadas são configuradas com base na descrição do seu trabalho e incluirão perguntas sobre todas as habilidades obrigatórias que você especificar.

Você tem algum recurso anti-trapaça ou procurador?

Temos os seguintes recursos anti-trapaça:

Perguntas não-goleadas
IP Proctoring
Web Proctoring
Proctoring da webcam
Detecção de plágio
navegador seguro

Leia mais sobre os Recursos de Proctoring.

Como interpreto as pontuações dos testes?

O principal a ter em mente é que uma avaliação é uma ferramenta de eliminação, não uma ferramenta de seleção. Uma avaliação de habilidades é otimizada para ajudá -lo a eliminar os candidatos que não são tecnicamente qualificados para o papel, não é otimizado para ajudá -lo a encontrar o melhor candidato para o papel. Portanto, a maneira ideal de usar uma avaliação é decidir uma pontuação limite (normalmente 55%, ajudamos você a comparar) e convidar todos os candidatos que pontuam acima do limiar para as próximas rodadas da entrevista.

Para que nível de experiência posso usar este teste?

Cada avaliação do Adaface é personalizada para a descrição do seu trabalho/ persona do candidato ideal (nossos especialistas no assunto escolherão as perguntas certas para sua avaliação de nossa biblioteca de mais de 10000 perguntas). Esta avaliação pode ser personalizada para qualquer nível de experiência.

Todo candidato recebe as mesmas perguntas?

Sim, facilita muito a comparação de candidatos. As opções para perguntas do MCQ e a ordem das perguntas são randomizadas. Recursos anti-traking/proctoring no local. Em nosso plano corporativo, também temos a opção de criar várias versões da mesma avaliação com questões de níveis de dificuldade semelhantes.