Customer Service Interaction

• Multi-Tasking/Deductive Reasoning/Reaction Time
• Requires decision making while simultaneously performing other tasks
• Limited response time recreates the dispatching environment

Computerized Data Entry

• Test-taker enters information received vocally or in writing via keyboard
• Assesses speed and accuracy
• Data must be entered in the proper location on the screen

Oral Comprehension (Call Summarization 1)

• Ability to hear and understand vocal information
• Ability to hear and understand vocal information
• Ability to filter out non-essential distractions, and summarize important facts

Oral Comprehension (Call Summarization 2)

• More advanced version of Call Summarization 1
• Requires detailed responses to information provided

Reading Comprehension

• Measures the applicant’s ability to read, comprehend and retain details contained in a short paragraph

Sentence Clarity

• Assesses whether or not a person can determine which is the most-clear way to present a set of facts

Cross Referencing

• Assesses alphabetic, character recognition, and numeric searching skills
• Test taker responds to both written and oral requests for information

Frequency of Information/Probability Determination

• Ability to choose the most likely solution based on information provided
• Tests ability to apply the law of probability
• Requires ability to filter out non-relevant information

Map Reading/Geographic Directions

• Tests ability to choose most direct route to assigned destination
• Requires decisions that comply with all regulatory signs

Memory Recall (Short Term)

• Tests memory and selective attention for written and audible information
• Test taker responds both vocally and in writing
• Requires character recognition and/or listening accuracy

Memory Recall (Long Term) & Inductive Reasoning

• Tests memory for details provided earlier in test
• Requires logical inferences based upon information provided
• Requires inductive reasoning to form conclusions

Numerical Ability

• Job related addition, subtraction, and percentages
• Real life scenarios when calculating distances, times, and amounts

Perceptual Ability

• Ability to compare job related letter/number sequences
• Aptitude at eliminating similar and potentially confusing sequences

Spelling

• Ability to spell commonly misspelled or misused words
• Test taker responds on keyboard

Vocalization Summary

• Assesses ability to accurately select audible information based upon a job-related decision rule
• Tests ability to filter non-essential information

Customer Service Interaction
Measures the ability to communicate effectively while attempting to resolve callers' issues and concerns. This is accomplished by simulating telephone calls that are typical of those received by a call taker in the contact center environment and require the test taker to choose the most appropriate and least appropriate responses to the information provided.

Basic Order Entry
Measures the ability to hear audible data (such as names, addresses, telephone numbers, product codes, and amounts) and accurately enter that data in the proper fields using a keyboard.

Keyboarding
Measures the ability to read full written paragraphs and accurately enter those paragraphs word-for-word using a keyboard. The ability to correctly capitalize and use proper punctuation is emphasized. This is typically NOT an appropriate test for jobs where information is only entered in ALL CAPITAL letters.

Record Locating
Measures the ability to locate information on a written list and to correctly/accurately respond using a keyboard. Test takers are presented with an address book containing names, telephone numbers, and addresses on the screen. Using the address book list, they must answer written questions by cross-referencing specific information, and then entering the correct response into the space provided on the computer screen.

Data Entry/Call Summary
Measures the ability to hear and comprehend audible information such as names, addresses and telephone numbers while accurately entering that information into the proper fields using a keyboard. The test taker listens to a simulated telephone call and enters that data into the computer. They must then choose the statement that best summarizes the primary focus of the call.

Data Entry/Chat
Measures the ability to hear and comprehend audible information such as names, addresses and telephone numbers while accurately entering that information into the proper fields using a keyboard. The test taker listens to a simulated telephone call and enters that data into the computer. This test also measures multi-tasking by requiring the test taker to respond to internet chat messages by choosing the most appropriate chat response while entering the data.

Data Entry/Call Summary & Chat
Measures the ability to hear and comprehend audible information such as names, addresses and telephone numbers while accurately entering that information into the proper fields using a keyboard. The test taker listens to a simulated telephone call and enters that data into the computer. This test also measures multi-tasking by requiring the test taker to respond to internet chat messages by choosing the most appropriate chat response while entering the data. After the data entry is completed, the test taker must then choose the statement that best summarizes the primary focus of the call.

Applying Policies
Measures the ability to understand information heard during a telephone call and then to appropriately apply the contents of written policies in response to the callers' issue/or concern. The policies being tested are similar in complexity and type to those commonly used in most contact centers.

Outlook
Measures the ability to perform some of the important functions in the Microsoft™ Outlook program, such as sending emails, changing options and settings, spellcheck, creating signatures, forwarding emails and scheduling appointments and inviting attendees.