Contact Centre Recruitment Assessment Testing

Increase productivity and retention rates for contact centres through innovative assessment

Designed for the Australian contact centre industry by DFP Contact Centre, a division of DFP Recruitment, The Simulator evaluates candidates in a reality-based contact centre environment, with emphasis on ensuring that candidates possess the critical competency of computer dexterity – talk and type.

Candidate in contact centre using computer simulator

Reality-based virtual assessment

A unique reality-based assessment method that places candidates in a simulated, fully functioning and state-of-the-art contact centre environment, The Simulator is a breakthrough in contact centre staff assessment achieving the highest levels of accuracy in determining a candidate’s skill and aptitude levels for a career in contact centres.

Utilising purpose-designed software that emulates generic database functionalities, The Simulator is complete with reality based reference material, live inbound or outbound customer calls, as well as ‘live chat’ functionality for each candidate.

Multi-level evaluation

DFP Contact Centre has the capability to assess candidates on a number of operational and behavioural aspects through The Simulator’s multi-level evaluative system. A range of performance attributes can be assessed simultaneously including communication techniques and skills and performance.

Reporting

The Simulator reporting system provides outcomes against measurable dimensions. These are selected in conjunction with the client to reflect role requirements.

Flexibility

The Simulator assessment can be customised for company specific roles. The service can be provided nationally, either on the client’s site or at a DFP site and provides the capability to assess candidates on a number of operational and behavioural aspects.