Service & call centre assessments
Build stronger call centre teams with psychometric assessments
Reduce turnover, hire with confidence and grow future leaders across your customer service and contact centre roles.
Talk to an expertSolve the people challenges that hold your service teams back.
Stop losing new starters in their first few months.
Know who's likely to stick with the role before you hire them, so less of your recruitment and training budget walks out the door.
Talk to us about staff turnoverGet through high applicant volumes without the guesswork.
Quickly narrow a big pool of applicants down to the people worth interviewing, so your recruiters spend their time where it counts.
Talk to us about high-volume hiringFewer complaints, escalations and repeat contacts.
Hire people with sound judgement and the right temperament for customer-facing work, and see the difference in your service results.
Talk to us about service qualityPromote the right people into leadership.
Your best performer isn't always your best leader. Know who's ready to lead a team, and who needs more support first.
Talk to us about team leadersKeep good people engaged and performing.
Understand what drives your people and where they need support, so managers can have better conversations and hold on to their best staff.
Talk to us about engagementHire more people like your best performers.
Find out what your strongest people have in common, and use it to guide who you hire and develop next.
Talk to us about your top performersMeasure the critical factors behind high-performing service teams.
Ability & aptitude
Measure reasoning, problem solving and critical thinking, to see who can learn quickly, work through complex queries and make sound decisions.
Personality & behaviour
Understand how people prefer to work, cope with pressure and interact with others, so you can find people suited to customer-facing roles.
Situational judgement
See how people are likely to respond to realistic situations, like difficult customers and complaints, before they're on the phones.
Skills
Test practical skills like Excel, typing and data entry, so you know who can work confidently with your systems from day one.
Every service team is different. Your assessments can be too.
Build assessments around the real demands of each role, so every result is directly relevant to the job.
- 1
Identify what drives success in each role
Pinpoint and measure the traits that matter most for success in each of your unique roles.
- 2
Test for the realities of the job
Assessments built around the situations your people actually face, so results reflect real performance.
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Build custom benchmarks from your top performers
Understand what sets your best people apart, and use it to guide better hiring and management decisions.
- 4
Act on clear, practical reports
Practical, easy-to-read reports designed for managers, to guide hiring, development and day-to-day decisions.
Better people decisions have helped our clients reduce turnover and save money.
Get results like these“InterACT-Global helped us reduce student attrition on our program, in an industry notorious for high staff turnover.”
Popular pre-built assessments for service & call centres.
Add assessment insights to every stage, without changing how you work.
HiringChoosing the right people
Screening
Narrow a large applicant pool down quickly and fairly.
Shortlisting
Compare candidates on what matters for the role.
Interviews
Go into every interview knowing each candidate's strengths and development areas.
DevelopmentGetting the best from your team
Onboarding
Understand how to support each employee from day one.
Coaching & feedback
Tailor coaching and feedback to how each person works best.
Promotion
See who can comfortably step into a new role, and where they may need extra support.
Let's find the right assessments for your team.
Whether you need assessments for an urgent role or want to build them into your long-term hiring and development process, our experts will get you set up quickly.
Talk to an expertWhat happens next
- 1Tell us what you need
- 2Get a clear recommendation
- 3Start assessing
Common questions about call centre assessments.
Answers to what contact centre and customer service leaders ask us most.
Send us your question and we'll get back to you promptly.
Ask a questionWhat assessments do you offer for call and contact centres?
A full range of online psychometric assessments, including personality, behaviour (DISC), emotional intelligence, cognitive ability and reasoning, situational judgement, and practical skills such as Excel and other Microsoft Office tools.
Most contact centres use a combination, for example a short reasoning screen for high-volume hiring, followed by personality and customer service judgement assessments for shortlisted candidates.
How quickly can we start assessing candidates?
Straight away. If you have an urgent customer service role to fill, we can set you up with ready-made assessments the same day. If you're planning something longer term, we'll help you build assessments into your contact centre's hiring and development process.
Can you tailor assessments to our contact centre roles?
Yes. We can combine existing assessments, build industry-specific benchmarks, or develop completely bespoke assessments around the demands of your roles. We can also benchmark candidates against your own top-performing agents.
How long do the assessments take?
Most take between 10 and 45 minutes, depending on the role and the assessments you choose. Some sections, such as reasoning, are timed. For high-volume call centre recruitment, a short first screen keeps the time commitment low for every applicant.
Can candidates pass or fail?
No. There's no pass or fail. Results show how well a person's strengths, thinking style and approach to work align with the role, and are best considered alongside interviews, experience and other information.
What do the reports show?
Clear, automated reports showing how each person compares with other candidates, their strengths and areas to develop, and interview guides that help managers probe further. You can also compare results against benchmarks for the role.
Can we use them for existing customer service staff?
Yes. Service teams use our assessments to identify future team leaders, guide coaching and development, support succession planning, and run team workshops focused on communication, collaboration and conflict resolution.
Are the assessments valid and reliable?
Yes. They're built on established psychological theory and decades of research, developed by industrial psychologists through a rigorous process, and closely aligned with International Test Commission guidelines for fair and ethical use.
How much do they cost, and is there a subscription?
There's no subscription fee for the assessments or the platform. You pay only for the assessments you use, at some of the most cost-effective rates on the market, with discounts for bulk orders. Talk to us for a quote based on your roles and volumes.
Can we see a sample report first?
Yes. We're happy to share free sample reports and talk through the right assessments for your contact centre before you commit to anything.