The Contact Center Technical Support Agent solution is an assessment used for job candidates applying to entry-level positions in a contact center environment where the main focus of the job is providing customer service in the form of technical support. Sample tasks for these jobs include, but are not limited to: interacting with customers on the phone to provide information; troubleshooting and diagnosing problems; solving product or service issues; responding positively to difficult or irate customers; navigating within multiple applications to find and view customer account details; and typing information quickly and accurately. Potential job titles that use this solution are: Call Center Representative, Contact Center Technical Support Agent, Customer Service Agent, and Technical Support Representative. Multiple configurations of this solution are available.

This assessment identifies the ability to correctly identify words common in business communications. In this test, the test taker reads a sentence containing a highlighted word. The test taker is required to select the synonym of the highlighted word from a list of four choices. This test is available in US English and UK English.

This test measures ability to quickly perform basic mathematical computations including addition, subtraction, multiplication, and division.

The Personal Report provides CCSQ feedback for the individual/candidate in a brief summary format.

These reports are based on the SHL Team Impact Model, which is focused on actual team processes. They are supported by clear and easy to understand graphics which do not require OPQ training.

This OPQ (Occupational Personality Questionnaire) report consists of two reports. The User Report includes a Profile Chart and narrative text, focusing on an individuals likely way of behaving at work. The Manager's Report describes the individual's personal style in narrative text that can be given directly to a line manager. These reports can be used as an interpretation aid when giving feedback, writing reports, or interpreting OPQ information.

The Recruiter Report is for the hiring manager or recruiter and is intended for making hiring decisions. The report includes scores and analysis for each area measured in the assessment. The information in the report is dynamically driven by the results of the assessment and are specific to the test taker.

The profile is a graphical output based on the candidates responses to the Work Styles Questionnaire (WSQ). Designed for trained users it includes all the key information needed to enable you to predict how an individual is likely to behave in a work situation.

This assessment measures ability to combine separate pieces of information and determine true statements based on that information. The test taker is required to review a list of facts and select the correct conclusion from a list of four statements. The test is available in US English, UK English and Australasian English.

The MQ Report pack consists of the Profile Chart, Employee Motivation Report and the Candidate Report and is a cost effective way of ensuring that your organisation takes a comprehensive approach to understanding what motivates its employees.