Contact Centre Assessment

Hiring the right contact centre agents is essential for delivering great customer support and creating positive customer experiences. This assessment is designed with a forward-thinking approach, taking into account:

• Job Analysis Research - Built on extensive research into contact centre roles, ensuring the assessment measures the skills that matter.
• Industry Hiring Models - Informed by hiring practices from a wide range of client contact centres to identify top-performing representatives.
• Competitor Benchmarking - Incorporating insights from competitor assessments to keep the evaluation process competitive and effective.
• The Role of Al in Contact Centers - Acknowledging how automation and Al are changing customer interactions and what that means for the skills required in today's contact centre roles.

This assessment measures five key skills that are essential for success in a modern contact centre:

• Customer Focus - The ability to understand and meet customer needs while delivering a positive, service-driven experience.
• Quality Focus - Ensuring accuracy, consistency, and attention to detail to maintain high service.
• Problem Solving - Analysing customer concerns and finding effective solutions quickly.
• Adaptability - Staying flexible and responsive in a fast-changing environment with evolving customer.
• Resilience - Handling pressure, managing stress, and staying positive even in challenging situations.

Additionally, the assessment includes a Motivational Fit measure, designed to gauge how well candidates align with the demands of a contact centre role and whether they're likely to stay engaged long-term.

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To get a well-rounded view of each candidate, the assessment includes a mix of interactive question formats:

• Image-Based Behavioural Questions - Candidates respond to visual images that reflect behaviour.
• Chat-Style Questions - Simulated customer service chats assess candidates' ability to provide the best.
• Situational Judgment Questions - Realistic workplace challenges test how candidates handle customer interactions.
• Motivation Questions - Evaluate whether candidates are naturally suited to a contact centre environment and likely to stay engaged.

This assessment helps organisations find and hire top contact centre talent, leading to higher customer satisfaction, faster issue resolution, and a more adaptable and resilient customer service team.

Reliability: coefficient: 0.71 (average across the six scales)

Face validity: Candidates rated the assessment as:

• Allowing them to demonstrate their suitability for a contact centre role (average score: 3.99 out of 5.00).
• Providing an objective way to evaluate skills for a contact centre role (average score: 4.09 out of 5.00).
• Offering a positive experience completing the questionnaire (average score: 4.49 out of 5.00).

Criterion-related validity: Candidates with higher assessment scores reported higher job performance ratings (r = .31, p< .01) and higher levels of engagement (r = .30, p< .01).

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Fairness: Group differences, measured using Cohen’s effect size, are small, indicating that when used appropriately, the assessment is unlikely to produce differential outcomes based on gender, age, or ethnicity.

• Female vs. Male: 0.23
• 40 and over vs. Under 40: 0.19
• Ethnic Minority vs. White: 0.08

Sova's assessments are created by our in-house team of esteemed occupational psychologists, specialists in psychometric and skills assessment. Built on scientific research and industry best practices, each assessment is peer-reviewed, validated with real-world data, and continuously refined to ensure fairness, accuracy, and predictive power.

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With Al-driven analytics and rigorous validation, Sova delivers assessments that help organisations make confident, data-backed hiring decisions.

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