Pre-Hire Assessment for Call Centers

Call centers experience some unique hiring challenges that pre-hire assessments can solve.  The right assessment will enable call centre recruiters to make smarter hiring decisions that lead to lower employee turnover and higher staff productivity. 

Not only this, but if assessments are used at the top of the recruitment funnel, they will help you identify which candidates to prioritise in the recruiting funnel for faster, more effective hiring.

Ready to find out how ThriveMap can help you to create realistic job assessments and lower your call centre staff attrition?

Fill in our Demo request form and one of our consultants will be in touch.

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The Statistics

  • The average staff turnover in the call center industry is between 30% and 45% (Source: The Quality Assurance and Training Connection
  • The direct cost of replacing a frontline worker is around 20% of their annual salary (According to the Center for American Progress (CAP))
  • The indirect costs of failed hires are significantly higher and can be calculated here.

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Common jobs in Call Centers:

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Customer Service Advisor

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Customer Support Agent

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Call Centre Agent

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Call Centre Manager / Team Leader / Supervisor

Why Use Pre-Employment Assessments in your call center

No two call centres are the same. ThriveMap works with innovative call centres to create bespoke assessments that model the skills and competencies required to thrive in your unique environment. Most of our call centre customers use their assessments at the start of the hiring process – just after the point of application to communicate what to expect in the role to candidates as well as to help their recruiters to identify which candidate to prioritise in the recruitment funnel. 

Pre-employment testing in call centers tend to focus on identifying candidates who have the required skills and behaviours to work in a tough, often repetitive environment. Our call center assessments have helped to reduce new hire turnover, reduce time-to-hire, and increase new hire performance.

What Tests to Use?

Despite some similarities in the type of tasks being performed, call centres are all unique and have different ways of working. For example, call centres that deal with financial products will have different performance metrics and a different approach to customer service than those dealing with utilities, or retail goods. 

Administering a realistic job assessment approach ensures not only that candidates have the right combination of skills and competencies to thrive, but also that they know what type of working environment they are committing to ahead of joining.

Often this involves a combination of judgement based questions to measure soft skills such as customer service and empathy and skills-based questions to measure hard skills such as typing speed and accuracy.

In recent years we’ve seen the emergence of computer literacy questions to measure whether candidates can cope with operating in multiple tech systems simultaneously. ThriveMap’s approach to this is to typically involve simulating the tasks that people find challenging when in the role and designing realistic scenarios and tasks. This has been proven to be more effective than generic computer literacy tests at establishing whether candidates will be able to perform the tasks your roles demand.

Where to use assessments in the recruitment process for Call Centers?

When recruiting staff for call centers its best to use assessments at the top of the recruitment funnel, automatically after job application to identify which candidates to prioritise in the applicant pool for faster, more effective hiring.

Call center pre-hire assessment

Why ThriveMap?

ThriveMap is the #1 Realistic Job Assessments platform.

Combining the most predictive selection methods into one assessment, ThriveMap’s Realistic Job Assessments take candidates through the experience of a working day in the role in your company – giving you and them a better picture of suitability from the outset.

We’re different for the following reasons:

You’ll get complete personalisation

Each company is unique. In fact, each role within each company is unique. Someone could perform well in the same job in another company and fail in yours.

We measure behaviour in context.

People behave differently in different contexts. Measuring someone’s ability in one environment does not mean they’ll display that ability in another.

We give you full transparency.

Jobs are constantly evolving. Unlike other assessment providers, if something’s not working, you have the power to change it.

We make your candidate the hero of the story.

We place the candidate in the heart of the story of a typical work day. If they don’t like the sound of the role or culture they can withdraw from the process at any time.

Find out how ThriveMap Helps Call Centers to:

  • Improve new hire retention
  • Hire more productive employees
  • Save time recruiting

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