Online assessment for call center and customer service employees
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Wednesday 01 October 2025
What is an online assessment for call centre employees?
An online assessment for call centre employees (or call centre agents) is a pre-employment test that helps organisations select the right candidates for customer service roles. This type of assessment measures whether someone has the skills, personality and abilities needed to perform successfully in a call centre environment.
The assessment can include different parts, such as cognitive ability tests, personality questionnaires, situational judgment tests and practical exercises like typing or computer skills tasks. With these tools, employers can evaluate important qualities such as problem-solving, communication, multitasking and emotional intelligence.
By using an online assessment, companies can quickly see if a candidate is a good match for the specific demands of a call centre job. It reduces the risk of hiring the wrong person, improves customer satisfaction and makes the recruitment process faster and more reliable.
Online assessment for call center and customer service employees
Selecting the right call center or customer service representatives can be challenging. That’s why TestGroup has developed an online assessment especially for inbound and outbound call centers and customer service. This assessment measures the 10 competencies that are crucial for optimal performance in call center or customer service jobs.
How to order
Sample report of the online assessment for customer service employees
Download a sample report of the online assessment for call center and customer service employees here. This report first lists the scores on the 34 Big Five competencies. These competencies can be matched with almost any job profile. Afterward, the scores on the four colors are displayed in a beautiful color wheel. On the last page of the report, the scores on the 8 competencies important for working in call centers and customer service are listed.
Better customer service = higher sales
Since call center and customer service agents are often the first human point of contact between the company and its customers, it can make a huge difference to overall customer satisfaction if you get the right people on the phone. Talented employees guarantee a pleasant customer experience, and thus, more sales.
Inbound and outbound employees
TestGroup has developed an online assessment that measures the 10 competencies that are crucial for the optimal performance of call center and customer service employees. This online assessment is suitable for the selection of employees who receive inbound calls and who make outbound calls.
Sales module
A sales assessment is also available especially for commercial outbound call center personnel that can be added to the online assessment. This module lists a candidate's commercial success and risk factors. Are you interested in the personality colors of your customer support staff? It's also possible to include a 4-color personality test in the online assessment.
Online assessment
The online assessment for call center and customer service employees consists of a cognitive ability test and a personality test. The assessment focuses on competencies that are specifically relevant to call centers and customer service. Customization of the assessment is also possible, and these competencies can be adapted as desired to fit your needs. The competencies below (standard) are measured in the online assessment.
Competencies
Example report: online assessment for call center and customer service
Tailored online assessments
The competencies can also be adapted in the form of a customized online assessment. This way, you determine the competencies that are included in the assessment.
Sample report
Download a sample report of the online assessment for call center and customer service agents.
Components
Personality Test - 45 minutes
Cognitive Ability Test - 60 minutes
Using multiple assessments to develop call center employees
An online assessment for call center and customer service employees can be combined with several powerful tools to improve both selection and development. The 4 Color Wheel gives practical insight into communication styles, while the Big Five personality test provides a deeper understanding of traits such as conscientiousness, openness and emotional stability. A sales assessment can be added to measure commercial abilities for outbound roles, and the 4 Colour Test helps agents recognize their strengths and adapt to different customer types. Together, these assessments create a complete picture of personality and skills, making it easier to recruit, train and coach call center employees who deliver excellent results.
Video: the Bridge Assessment Platform
With an account on the Bridge Assessment Platform, you can invite candidates, administer online assessments, and order reports, 24 hours a day, anywhere in the world. The Bridge Assessment platform is used by companies, governments, psychologists, recruiters, and coaches in over 20 countries. The system is easy to use, so there is no need for extensive training. Also, you can start immediately; your account will be ready in just 1 day.
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What is an online assessment for call center and customer service employees?
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An online assessment for call center and customer service employees is a pre-employment test that evaluates whether a candidate has the right skills, personality and abilities to succeed in a call center role. It combines psychometric methods such as cognitive ability tests, personality questionnaires and situational judgment tests with practical tasks like typing or computer skills exercises.
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Which competencies are measured?
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The assessment measures key competencies that are essential in customer service environments, including:
- Persuasiveness
- Perseverance
- Flexibility
- Result orientation
- Creativity
- Helpfulness
- Stress tolerance
- Listening skills
- Communication skills
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What does the online assessment for call center and customer service employees include?
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The standard version includes a cognitive ability test and a personality questionnaire. These two parts provide a clear picture of a candidate’s problem-solving skills, communication style and overall suitability for the customer service environment.
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Can the online assessment be customized for my organization?
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Yes. The online assessment for call center and customer service employees can be fully tailored. Organizations can choose which competencies are most important for their specific roles, ensuring the test matches their recruitment needs.
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Is the assessment suitable for both inbound and outbound call center roles?
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Yes. The online assessment for call center employees is designed for both inbound customer service agents and outbound roles. For sales-focused positions, an additional sales module can be added.
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What are the benefits of using an online assessment for call center and customer service employees?
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Key benefits include:
- Faster and more objective selection of candidates
- Reduced risk of hiring the wrong person
- Improved customer satisfaction
- More efficient recruitment process
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How can my organization start using online assessments for call center employees?
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You can order a single online assessment for call center and customer service employees or request an account to test larger groups. Both options provide quick access and detailed reports to support recruitment decisions.
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What information is included in the results report?
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The report from the online assessment for call center and customer service employees includes scores on Big Five traits, the four-color personality model and core competencies relevant to call center work. This makes it clear whether a candidate is a good fit for the role.
Online Assessment Tips
