Typing Tests for Call Centers: A Comprehensive Guide

Imagine a world where call center staff consistently exceed customer expectations, new hires flourish, and staff turnover rates plummet. The secret? Implementing typing tests as a mandatory component of the hiring process! 

Call centers can harness the power of these tests to boost customer satisfaction, skyrocket their hiring success, and curb the dreaded employee churn. By establishing achievable benchmarks and employing a diverse range of assessments, call centers can confidently identify candidates armed with the typing prowess needed to triumph in their roles.

A report by the Aberdeen Group, that companies that use pre-employment tests are 36% more likely to be satisfied with their new hires than companies that don’t. The same study found that companies that use pre-employment tests see a 39% reduction in new hire turnover.

According to a study by the University of Central Florida, using typing tests as part of the hiring process for call center agents resulted in a 15% increase in customer satisfaction. 

In this article, we’ll cover what typing tests are, the different types available, top tips for using them, and considerations when using one when hiring call center staff.

What are Typing Tests?

Typing tests are assessments that measure an individual’s typing speed and accuracy. They can be used to evaluate a candidate’s ability to type quickly and accurately, which is crucial in call centers. Typing tests typically measure words per minute (WPM) and accuracy, and can be administered online or in person.

Different Types of Typing Tests

There are several different types of typing tests available, each with its own benefits and drawbacks. Some popular types of typing tests include:

• Traditional Typing Tests: These tests require individuals to type a predetermined amount of text within a specific time limit. The text can be anything from a random assortment of words to industry-specific terminology.
• Interactive Typing Tests: These tests are designed to mimic real-world typing scenarios, such as typing while on a call or responding to emails. They may include distractions or interruptions to simulate the fast-paced environment of a call center.
• Audio Typing Tests: These tests require individuals to listen to audio recordings and transcribe them accurately. This type of test is particularly useful for call centers that deal with customer service calls or other audio-based interactions.

At ThriveMap we can design typing tests that combine all these different types of typing test. Speak to one of our team if you’d like to know more. 

Top Tips for Using Typing Tests

If you’re planning on using typing tests as part of your hiring process for call center staff, here are some top tips to keep in mind:

• Use a Variety of Question Types: It’s important to use a variety of typing tests to get a well-rounded picture of a candidate’s typing abilities.
• Set Realistic Expectations: Keep in mind that not everyone will be able to type at lightning speed. Be realistic about the typing speed you require and ensure that it is achievable for most candidates.
• Avoid Special Characters: Assessments that are created in multiple languages can often have special characters such as accents over letters. These can be incompatible with certain keyboards creating an unfair comparison.
• Check the Device: Most online assessments can be completed on any device. You’ll want candidates to only take typing tests on an appropriate device (e.g. laptop or desktop and not a mobile) otherwise their scores won’t be comparable.

Considerations When Using Typing Tests for Call Center Staff

While typing tests can be a useful tool for hiring call center staff, there are some considerations to keep in mind:

1. Speed isn’t Everything: While typing speed is important, it’s not the only factor that contributes to success in a call center. 
2. Be Mindful of Disabilities: Some candidates may have disabilities that impact their typing abilities. It’s important to be mindful of this and make accommodations when necessary.
3. Use Typing Tests as Part of a Comprehensive Assessment Process: Typing tests should be used as part of a comprehensive hiring process that includes assessing other job-relevant characteristics. This will help ensure that you’re making informed decisions about your candidates.

Conclusion

Unlock the ultimate secret weapon to call center recruitment: typing tests! Assessing typing speed and accuracy has never been more crucial in the hunt for exceptional call center staff. By embracing diverse testing methods, keeping it real with attainable goals, keeping tests job-relevant, and being sensitive to disabilities, you can revolutionize your hiring process to pinpoint the perfect candidates. Just keep in mind, there’s more to call center success than lightning-fast typing speed – but it’s a great start!