Call center
Pre-Hire Assessments

Bespoke pre-employment assessments
for call centre agents that:

  • Accelerate time-to-hire
  • Slash manual screening time
  • Reduce attrition
  • Improve candidate experience
  • Eliminate hiring bias

Traditional call centre recruitment processes aren’t working.

Statistics show a leaking bucket of candidates leaving roles.

20%

of the annual salary to replace a member of staff who has left the business.

Access playbook

45%

is the average call centre attrition rate.

50%

ThriveMap cuts the average attrition rate at 6 months in half.

Improve hiring consistency, reduce attrition, and optimise recruitment processes with Realistic Job Assessments

Transform your hiring process by seamlessly blending simulated ‘day in the life’ experiences with comprehensive skills testing. Realistic job scenarios provide candidates with the opportunities to showcase their skills. Our bespoke approach enables you to test for any job-relevant skills, such as typing tests, soft skills, and cognitive ability skills.

Realistic Job Assessments


No two call centres are the same. ThriveMap design and build bespoke customer service and call centre assessments that integrate seamlessly with your recruitment process. Our assessments model the skills and competencies required for new recruits to thrive in your unique environment by bringing the role to life. 

The candidate portal can often integrate with your ATS for an entirely seamless candidate experience and hiring managers can easily select the best candidates based on the actual skills required.

An illustration of half a hexagon An illustration of half a hexagon

Designing pre-employment tests for call centre roles

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, healthcare 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.

1m+ candidates are assessed annually with ThriveMap’s Realistic Job Assessments

Realistic Job Assessment that help recruiters select the best candidates, improve hiring consistency, reduce attrition, and accelerate time-to-hire.

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

Customer service adviser
Customer support agent
Sales representative
Call centre agent
Call centre manager / Team leader / Supervisor

Call Center pre hire assessment

See ThriveMap’s pre-hire assessment tools, process, and services Book your ThriveMap demonstration

Learn why high volume recruitment teams choose ThriveMap’s Realistic Job Assessments to cut time-to-hire, improve hiring consistency, and boost retention.

Why choose ThriveMap for your call centre pre-employment assessment?

Realistic Job Assessments that work

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:

Read more call centre recruitment best practices:

Call centre pre-hire assessment FAQs:

What are some of the common challenges faced when it comes to call centre hiring?

When should I use pre-hire assessments for call centre recruitment?

What skills can ThriveMap test for?

Why is ThriveMap’s approach well-suited for high-volume call center hiring, especially when soft skills are challenging to identify from CVs?

How does ThriveMap contribute to improved diversity?

How does ThriveMap ensure the accuracy and reliability of its assessments for call center positions?