Customer service ought to be the lifeblood of every company. Whether you're a B2C or B2B business, you need to give your consumers a first-rate experience by providing a fantastic product and being there to help them if they have any questions or problems.
A recent survey found that 81% of consumers are more likely to do business with a company again following a positive customer service experience. And to do that, you must employ customer service agents who can deliver stellar service.
More than 2.8 million customer service representatives are already working in the US, and that number is projected to increase by 5% until 2026. Although this is fantastic news, in practice, customer service has one of the highest employee turnover rates (30-40%), which is about three times higher than the national average (10-15%).
So, how can employee turnover be slowed? How do you pick the best customer service agents for your company?
You need the top customer service representatives if you want to maximize your customer service delivery. You must use the customer service assessment test online to identify top customer service representatives.
The online customer service assessment test is a helpful tool for evaluating candidates' capability to deliver excellent customer service that meets clients' expectations, as well as their capacity to manage a range of customer interactions. Using the assessment results to discover candidates who innately possess the abilities and behaviors required to provide top-notch customer service, hiring managers can select candidates likely to succeed in roles involving engaging with consumers.
Hard Skills Evaluations
The evaluation of hard skills should be your first customer service assessment. While you may train your customer care staff to use your computer systems, it is preferable if they already possess some "hard" abilities to save you time and money on the training process.
The important skills part of a resume comprises hard skills and observable, transferable abilities that can be quantified and are necessary for an applicant to be considered for a position.
Understanding Of The Customer Service Sector
Hiring unskilled customer service agents is hazardous, but everyone has to start somewhere. A rookie candidate for an entry-level position should be acceptable as long as they comprehend the customer service sector and the need to have excellent people skills.
Language
Communication is key to providing good customer service. Your customer care professionals must be able to communicate with customers in their language. Invest in local reps who speak the same language if you have consumers from all over the world.
The only time your consumers will likely engage with a human within your business will be when they contact your customer care agents.
Because they will almost certainly be dealing with a disgruntled customer who has an issue, the customer service professional needs to be able to establish rapport with customers right away. Fundamentally, trust is developed through successful communication.
Below are links to the Harver tests of spoken language and language proficiency. These are specially made for mass recruiting in industries like BPO, retail, contact centers, or quick service restaurants.
Knowledge About Computers
Computer literacy is required of customer care representatives. In our day and age, it is unavoidable.
Your customer care agents must be proficient in capturing everything the customer says and responding appropriately.
Early in the hiring process, you can evaluate these hard skills online using exams for customer service that are intended to screen out unqualified candidates.
Consider including a language exam or a typing test in your pre-selection process for candidates. You should also ask job candidates about their familiarity with computers and the sector.
Soft Skills Evaluation
92% of recruiters think soft skills are just as important as hard skills, if not more so. Find ways to evaluate the most crucial talents, such as through an interview, a personality test, or better yet, both.
Although "hire for attitude, train for skills" is true, some soft skills are difficult to teach.
Soft skills, such as:
- Be a team player
- Collaborating well
- Having the attitude of going above and beyond
- Ability to listen well
- Empathy
- Conflict resolution
- Patience
- Sense of humor
During your customer service assessment, you should be on the lookout for all of these crucial soft skills.
Test Of Situational Judgment
The information in a candidate's résumé and cover letter will likely be what you want to hear, not necessarily how skilled they are. Through situational judgment assessments, you may gauge their capabilities.
These assessments will demonstrate how applicants might respond in real-world workplace situations. They are an excellent customer service evaluation that will enable you to determine whether the candidate is aware of your business's priorities.
Conclusion
You also need to have a strong hiring procedure in place to hire top-notch customer service personnel.
If you carefully organize your customer service assessment, it doesn't have to take much time. For instance, you can combine situational judgment tests, realistic work previews, and hard and soft abilities assessments into one application process with a customer service assessment test.
The online customer service assessment test identifies Candidates with the necessary traits and abilities to flourish in customer service roles. The assessments help select people who can communicate effectively, sympathize with clients, handle obstacles, and provide great support, contributing to the reputation and growth of the firm.
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