#1 most predictive  customer service aptitude test alternative

At ThriveMap, our Realistic Job Assessments are built to reflect what the job actually looks like—day to day. That means every question, task, and scenario is tailored to mirror the challenges your candidates will face on the job.

No matter which skills are needed to succeed, we can design your assessment to evaluate them.

Skills We Commonly Assess in Customer Service Roles

We test for the full spectrum of competencies required in customer-facing environments. Here are just some of the core skills we can measure:

• Clerical Accuracy

• Data Entry Speed & Accuracy

• Customer Service Scenarios & Decision-Making

• Eligibility & Compliance Knowledge

• Math & Numerical Reasoning

• Verbal Reasoning & Written Communication

• Problem Solving & Critical Thinking

• Typing Speed & Accuracy

• Call Handling & Active Listening

• Email & Chat Etiquette

• Multitasking & Time Management

• CRM System Proficiency

• Empathy & Conflict Resolution

• Attention to Detail

• Memory & Information Retention

• Workplace Situational Judgement

• Tech Literacy (e.g., navigating tools, platforms)

• Teamwork & Collaboration

• Stress Tolerance & Resilience

Whether your role requires quick thinking, patience, precision, or all of the above—we’ve got it covered.

No matter the role, ThriveMap can tailor your pre-employment assessment to ensure you select the best candidates for your call centre team.

We commonly assess roles such as:

✅ Customer Service Adviser – Evaluating communication, problem-solving, and empathy to ensure excellent customer interactions.

✅ Customer Support Agent – Assessing troubleshooting skills, attention to detail, and ability to handle inquiries efficiently.

✅ Sales Representative – Testing persuasion, adaptability, and resilience to identify high-performing sales talent.

✅ Call Centre Agent – Measuring multi-tasking, typing speed, and handling high call volumes under pressure.

✅ Call Centre Manager / Team Leader / Supervisor – Assessing leadership, decision-making, and coaching abilities to ensure strong team performance.

All ThriveMap assessments are delivered 100% online, making it easy to include them at any stage of your recruitment process.

Whether you’re sending a link directly to candidates or embedding the assessment within your Applicant Tracking System (ATS), our platform is built for seamless integration and flexibility.

We support a wide range of ATS platforms and can tailor the candidate experience to match your hiring flow—from first screen to final shortlist.

Assessments are fully customisable, so you can reflect the exact skills, workflows, and environment of your customer service roles—giving candidates a realistic preview of the job and helping you identify those who are truly the right fit.

Call center hiring poses several common challenges for recruiters and organizations. Some of these challenges include:

1. High Turnover Rates:
   • Call centers often grapple with high turnover rates due to the repetitive and sometimes stressful nature of the work. Finding and retaining qualified individuals for the long term can be challenging.
2. Skill Matching:
   • Identifying candidates with the right blend of technical skills (such as proficiency with software and systems) and soft skills (such as effective communication and problem-solving) is crucial for call center success.
3. Volume of Applications:
   • Call center job postings tend to attract a large volume of applicants. Sorting through numerous resumes and applications to find the most suitable candidates can be time-consuming and resource-intensive.
4. Dynamic Work Environment:
   • The dynamic nature of call center work requires employees to adapt quickly to changing scenarios. Finding individuals who can thrive in this fast-paced environment is a continual challenge.
5. Compliance with Regulations:
   • Call centers must comply with various industry regulations, including those related to customer privacy and data protection. Ensuring that candidates meet these compliance requirements adds an extra layer of complexity to the hiring process.
6. Cost of Training:
   • Training new hires is a significant investment for call centers. High turnover rates can lead to increased costs associated with onboarding and training new employees.
7. Balancing Immediate and Long-Term Goals:
   • Recruiters must strike a balance between addressing immediate staffing needs and ensuring that new hires align with the long-term goals and culture of the call center.
8. Employee Retention:
   • Retaining skilled and experienced call center agents is a constant challenge. Creating an environment that promotes job satisfaction and growth can contribute to better employee retention.

Addressing these challenges requires a strategic approach to recruitment, including the use of tools like Realistic Job Assessments, comprehensive training programs, and employee engagement initiatives.

Many of our call center clients incorporate assessments early in the hiring process, typically right after the application stage. This serves a dual purpose: first, it communicates the expectations of the role to candidates, offering a realistic preview of what the job entails. Second, it assists recruiters in prioritizing candidates within the recruitment funnel based on their performance in these assessments.

At ThriveMap, our approach goes beyond a one-size-fits-all solution. We understand that each company and role within a call center has unique requirements. That’s why we offer a tailored approach, ensuring that our pre-hire call center assessments are customized to align seamlessly with your specific company culture and role expectations. This personalized touch enhances the effectiveness of the assessments, providing a more accurate reflection of candidates’ suitability for your distinct call center environment.

ThriveMap’s pre-hire tests center around Realistic Job Assessments, strategically eradicating biases tied to factors like educational backgrounds. Through an immersive day-in-the-life simulation, ThriveMap guarantees that candidates undergo evaluation based on their aptitude to excel in the distinct call center work environment. This methodology actively supports diversity by identifying candidates who resonate with the job’s specific requirements, fostering an inclusive hiring process.

ThriveMap utilizes a rigorous validation process to ensure the accuracy and reliability of our assessments. This involves conducting workshops and collaborating with industry experts to validate the assessment content. Continuous refinement based on real-world performance data ensures that our assessments accurately predict success in call center roles.