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pmapstest4 · 2 years

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2 Cognitive Biases that cause bad hiring

2 Cognitive Biases that cause bad hiring – Skill Test Saves Hiring Process!

Do you trust all the “I am confident I possess all the qualities and skills this position requires” statements? The problem is not you! It’s the cognitive biases of the candidates & your subjective analysis of them.

Subjective faulty https://pmapstest.com/sales-assessment/hiring processes influence hiring decisions in the worst manner possible. Interestingly, even the candidate is not conscious of this effect. According to a Statistic, about 94% of professors believe they are more skilled and accomplished than they are, having a wrong notion about their real capabilities & projection.

This phenomenon is technically called the Dunning-Kruger Effect, after its observers, David Dunning and Justin Kruger. Don’t worry…it is not as scary as it sounds. Let me help you out with understanding these cognitive biases better.

Let’s go back to your schooling age. It is natural for most children to delay completing their homework till the approach of the deadline. “I have only one chapter left” is a constant excuse. However, the moment we start our homework, it feels as if it has all accumulated and is never-ending.

The amount of work with respect to time is not known to us until we experience it. Similarly, the actual competency of the confident candidates is unknown till evaluated using the right tool.

You will always encounter at least one candidate, who says “I am very sure about my capabilities”. And “I can carry out all responsibilities”. Which may not always be true or realistic. What affects these candidates’ display of confidence?

· You cannot cross-check them

· They are not aware of their skills

· They are very willing to make the most of the job opportunities

2 Cognitive Biases that Influence Hiring Decisions

Dunning-Kruger Effects

This phenomenon is one of the common cognitive biases first observed by David and Justin. They encountered the weird case of a person with a strange belief. This person mumbled, “But, I wore the juice” when asked why he robbed a bank.

McArthur Wheeler believed that lemon juice makes invisible ink. Therefore, it could also make him invisible to the CCTVs. And he robbed two banks while smiling at the surveillance cameras throughout the day.

It was only the lack of knowledge about lemon juice’s properties that encouraged his confidence. It made him think he was invisible while robbing those banks.

The effect explains why your candidate might suffer from ‘Illusionary Confidence’ with a lack of knowledge. And underestimate themselves when they acquire relevant knowledge.

Further, after learning accurate self-evaluations an ideal candidate should be able to evaluate their skills and attitude. To make sure you hire consciously competent individuals, you must rely on scientific pre-employment assessment tools.

Imposter Syndrome

In contrast to the confident candidate’s cognitive biases, they can also be the victims of imposter syndrome. While a lack of knowledge can lead to illusionary confidence, conscious knowledge can lead to reduced levels of confidence. The imposter syndrome is a significant discovery by two psychologists, Pauline Rose Clance and Suzanne Imes in 1978.

This study typically focused on high-achieving women. However, many modern developments in psychology studies today show that it is a daily feeling for most individuals. A recent private study by Micro Biz Mag claims that 1 out of 20 individuals experiences imposter syndrome daily.

Furthermore, In The Secret Thoughts of Successful Women, Dr. Valerie Young subcategorized the imposter syndrome into 4 distinct categories. The categories are based on the undesirable habits and patterns of an individual.

Those are;

· The Perfectionist– “Aim for gold. Anything other than that is failure”.

· The Superwoman/man– “I can undertake all roles and responsibilities”

· The Natural Genius– “I will complete my task with less or no effort”

· The Soloists– “I need no help to complete my work”

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· The Experts – ” I know everything and all “

PMaps Skill Test: Cross-Check Your Candidates’ Cognitive Biases

You must have encountered enough candidates who suffer from either of these conditions. If you think choosing the individual with imposter syndrome is better, this is not true!

As explained in the Dunning-Kruger Effect, not all candidates are aware of their competencies. This confident candidate phenomenon is highly common in freshers when compared with experienced candidates. While the Imposter Syndrome is a usual occurrence in the case of experienced candidates.

Your ideal candidate should be smart enough to acknowledge their limits and work on expanding them.

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While candidates evaluate & assess themselves on their abilities, you can prevent irrational hiring by switching your hiring process from the common job interview to a scientific selection test.

Psychometric assessments – your scientific tool to evaluate your applicants, filter good-quality candidates based on genuineness in behavioral disposition & their real abilities through Cognitive & Skill Assessments. Our 3 best lie scales measure the tendency to respond extremely or to remain absurdly neutral. You can also use proctors to conduct your skills assessment test more strictly and securely.

Furthermore, to eliminate optimism bias, decision-makers use behavioral interview questions. These are a collection of realistic questions based on candidates’ first-hand experience and knowledge. If by chance, the lie scales in a psychometric assessment could not catch your offender, a behavioral interview would.

The combination of scientific psychometric assessment, lie scales, proctoring and behavioral interviews, can prevent a bad hiring decision. Second thoughts about selection due to intuition, prejudice, heuristic bias, and even recruiter opinion can now take a back seat. It helps you hire the best talent among the pool of applicants.

Sum Up

We understand how valuable your time is. PMaps has brought to you the easiest way to assess candidates thoroughly and quickly. Our online assessment test can also predict the applicants’ enthusiasm to remain with the organization and their possible tenure.

This can help you prevent high employee attrition rates. Our HR Tech platform reduces hiring biases through our visual-based psychometric assessment by empirical evaluation of your candidates’ cognitive ability.

Reach out for support any time and every time you encounter hiring issues. You can also learn more about our products and services on our website.

#hiring #psychometric assessment #job fitment #job interview #candidate #employee #business #skill test #psychometric test #recruitment

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carnivalcarriondiscarded · 5 months

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yeag

#i wonder if he could beat a lie detector test #well. probably easily if he doesnt have a heartbeat #and if he does... i believe in his skills #scribble garnish #wally darling #he seems the type to be able to flawlessly lie to someone's face #and i respect that!#lying is a good skill to have! especially when you're in His Situation!

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pmapstest5 · 2 years

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Test Before You Cast: Online Voice Assessment

Test Before You Cast: Online Voice Assessment “Oh, that person has such a gentle and friendly English accent!” The HR manager thought while overhearing the two interviewees striking a casual conversation outside the interview hall. Both the applicants were waiting for their HR-rounds after selection through an online psychometric and voice assessment test. While person ‘A’ bid farewell with a clear straightforward accent, person ‘B’ responded with unclear pronunciation “Ah, ‘sore’. All ‘de’ best to you too” followed by an awkward giggle with over-confidence while their turn was forecasted by the secretary. The manager knew it was a hopeless competition for person B this time, but on the other hand he was certain to favor person A’s recruitment.

Both of the candidates were equally qualified and aspired to the position of customer support agent in the developing company. The company was equipped with a voice and accent test tool along with the virtual customer service assessment which ultimately favored the fittest candidate selection. Did the idea of such an evaluation stupefy you? Are you wondering how an English accent and voice delivery be considered as an important factor in choosing candidates for customer support?

Rather try to think of what ‘voice and accent’ does not affect, because it affects basically every conversation your organization has with your clients. Therefore, clarity in speech is the most dominant attribute of a customer service executive. Not just while dealing with the clients, but also while communicating within the team. It is one of the undeniably important components of customer service where communication is the core.

Just imagine, you hire a well-qualified candidate and it turns out the customers are constantly complaining about how they can not decipher that agent and requesting another agent to serve their purpose. This was just a single example of how worse things might develop due to faulty hiring systems.

To discover the best hiring trends for customer service you must visit our blog ‘Decoding Important Facts For A Better Customer Service Orientation!!’. No matter how efficient the candidates are in academics, what matters the most is, are they communicating well with the customers?

In the scenario given above, candidate ‘B’ is certainly aware of what they wish to convey or speak. However, the habitual accent adapted by them restricts to deliver a globally comprehensible English dialect and accent. It might be because of many factors such as limited vocabulary, bad pronunciation habits, faulty grammar, limited exposure, etcetera.

It is a major turn-off for the customers seeking help when your customer care service does not communicate with proper pause, emphasis, and overall fluency. Be it the inquiry, troubleshooting, or any other kind of customer calls, it will all go in vain if the agent is unable to solve. But in order to solve, the agent requires to understand and deliver understandable assurance to the customer on the other end of the call.

It is a necessity to replace the incompetent customer support to increase customer satisfaction towards your forum and products. Unless you are exceptionally lucky to have found customers who patiently communicate their issues regardless of an unappealing accented support agent. Which is almost an idealistic and impossible case for all the kinds of commercial platforms ever established.

You will be introduced to the core causes of English accent disparities such as regional influence of articulation, manner of speech, experience in global communication, and the following consequences of bad voice modulation of customer service agents. To calm your worries, the article will inform you of the various ways of facilitating accent training methods for your support agents. And also, the major takeaway will be entrusting your worries on the Voice and Accent test by PMaps to measure voice quality and ability of a candidate to interact with the customers effectively.

Consequences Of Bad Voice & Accent Procedure

There are many confusions that occur often while speaking English. This is majorly affected by the environment of being brought up and exposure of the individual. For instance, many people confuse P/B sounds, suppose your customer is not audible and the agent wants to convey the message that the network connection is poor. However, the agent ends up pronouncing ‘poor’ as ‘boor’ and this keeps continuing throughout the call. Do you not think the customer will end up being frustrated trying to comprehend?

It is true that when we hear a wrongly accented or voiced statement, we experience an additional cognitive burden to associate and comprehend the statement. And customers do not wish to keep patience while already bothered with queries and problems of their own.

Similarly, the scenario of candidate ‘B’ conversing with candidate ‘A’ outside the interview hall, clearly shows the habit of wrong pronunciation of ‘sure’ as ‘sore’ and ‘the’ as ‘de’. If the company was to hire applicant B, in the very first telephonic conversation with customers they would experience prolonged call times, irritated customers, criticisms and judgements from the straight forward callers.

However, there is a way to fix this problem. Since candidate B was aware of what they have got to convey, a little voice and accent training will help in polishing up the interactive skills.

To Avoid Unsatisfied Customer Encounters

The customer care units mostly attend to the customer queries through telephones. This adds up to the already existing pronunciation errors of the agent, ruining the overall experience of the service. The agents of the customer support sector are expected to be aware of the client’s comfort language and accent.

Whereas on the other hand, an agent with good comprehension and communication skills ensures a good impression of the company on customers. They adapt better to the new vocabularies that are globally understood and hence prevents intercultural communication failure. Below are two most effective ways to avoid consequences of bad voice and accent:

Voice And Accent Training These training are basically provided to reduce the errors in pronunciation and emphasis issues of an individual. It enables the individual to understand and communicate in a globally comprehensible manner. It often includes accent neutralization, understanding of global accent, correction of nasal and throaty pronunciation, and development of basic up-to-date vocabulary.

· Voice Training Voice of a Customer Support Agent matters a lot when it comes to first impression making. It is a well known fact that customers tend to be free and natural with their problems and queries when attended by a pleasant voice. This training concentrates on voice modulation and pitch-tone coordination. In layman terms, it ensures clarity in speech and proper emphasis placement while delivering a statement. A voice test is crucial before determining the intensity of training required.

· Accent Training After voice, what matters the most to the listener is the accent. The accent of an individual gets highly influenced by the first language of the individual, later it is molded by the environmental settings and exposure. The mother tongue influence (MTI) resists the new language learning process. An accent training will therefore attempt to reduce MTI, help the individual get accustomed to phonetics, and proper pronunciation of consonants and vowel sounds.

Filtering Out Candidates It is always better to secure the position with competent customer agents who have self-developed their voice and accent to suit in. Fortunately, a voice accent test can help you determine the level of training required by your existing base of employees. Also, an online voice assessment test will help you in hiring the next generation of customer agents. This will save your time considerably in future, and the impression of customers would remain intact or might grow even better.

What is Voice and Accent Assessment?

A digital voice accent test tool built by psychologists of PMaps to help you evaluate the language proficiency of your candidates. Through this tool, you can assess the written and spoken ability of the candidate to interact effectively with the customers. The online voice assessment test also measures the comprehensive and solutioning skills of the customer support candidate.

Basically it measures the major aspects of language proficiency such as:-

· English grammar– Grammar governs the sensible and appropriate statement forming ability of an individual. A sentence must comprise a subject, verb and object. The rules of grammar must be implemented by the candidate while delivering a statement. This voice test assesses the base of forming sentences with proper usage of punctuation, tenses and article placement.

· Comprehension– A quick association and response of the candidate to the customer holds the key to providing smart support service. Hence, this voice assessment test assesses listening, understanding and responding performance of the candidate through situational, audio or visual questions. Comprehending and extending understandable solutions to the unique problems of a customer makes true CSO executives.

· Fluency– The flow of speech and clarity in delivery is assessed by this test. The pitch and tone of communicating is very important when it comes to dealing with the customers. It creates an impression of the speaker that represents the company. The Customer service executives who are self-aware of the ongoing conversation and know how to offer a confident and friendly solution encourages the customer to feel comfortable and assured while discussing issues or inquiring about the products. The voice accent test will help you find such excellent CSEs!

· Vocabulary– Vocabulary is an essential component of language as it helps in establishing effective communication with the customers. The correct and up-to-date vocabulary will help the candidates deal with modern-day customers. It defines the ability of the individual to interpret the client appropriately. The voice and accent test online section-wise ensures your candidate is accustomed to words used globally at today’s date and if they avoid spelling errors.

· Pronunciation– No matter how effectively you prepare to communicate, it is very important for the CSE to understand the global comprehensible pronunciation in order to convey their thoughts during the conversation with the client. This online voice assessment test evaluates the candidate’s specific habits of articulations, mannerism of speech, and phonemes through audio utterance and recording.

· Behavioral attributes– Most important aspect of an aspiring CSE is a positive behavioral attribute, which comprises empathy and troubleshooting instincts. Therefore, the voice and accent test measures overall behavioral attributes of the candidate by assessing the candidates’ willingness to work, conscientiousness, motivation and emotional maturity. The test is standardized to provide an industrial stimulation to the performer.

A few more components of voice and accent to be considered in interview rounds:-

· Tone of voice– The way candidates speak to someone is assessed through the different layers of questions. This component of language affects the mood of the customer. The candidate applying for the CSO executive position must be able to shift the tone according to the necessity and seriousness of speech. The tone of voice used by customer care agents influences the flow of communication with the caller.

· Cultural sensitivity– The level of cultural sensitivity makes the customer care agent sound more local, which positively affects the customers over call. An ideal CSO executive must quickly adapt to the local pronunciations and communicate comfortably, fluently and most importantly in an error-free manner. This voice accent test online measures the level of sensitivity that helps in preventing cross-cultural miscommunication with clients.

The PMaps voice assessment is a standardized and scientific test valid by license. It is very reliable and interactive due to its digital interface. Also, it is easy to use for the candidates and is simpler for the administrator. The reports obtained are accurate and detailed in nature. The questions structured are accent neutral and globally understood. The application ensures security of individual data through SSL certification and cloud facility.

The voice and accent test barely takes an individual 30 mins to complete in standard custom. However, there is an option for customisation according to the specific needs of the job post. It consists of audio and visual industry based stimulation along with situational aptitude for the candidate. Overall, it evaluates the English communication skills of the candidate.

SUM UP:

The need for availing of modernized platforms and tools to operate organizations is growing unstoppably. Changing trends have taken an express ride with social media intervention. The efficiency of employees with adequate sales competencies will earn customers only when it is administered by advanced evaluating and monitoring tools.

Save your precious time by setting up your goals and criteria with the best competent salespeople from the very base of recruitment. Save a seat on the digital express evaluating critical core sales competencies before your competitors fit in!

– By Pratisrutee Mishra

Team PMapsExpand

#hiring #recruitment #employee #recruiting #psychometric assessment #psychometric test #online test #skill test #job interview #job fitment #candidate #business

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hydnewstoday · 2 years

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#iq test #intelligent species #questions #ask to tag #ask response #my asks #cognitive #science #effective #improve #skill test #personality test #problem #exam season

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endless-expertise27 · 2 years

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"My skills can't be measured by a test,

They're endless"

Sahasra Marri

#endless expertise #quotes #motivating quotes #life quotes #skills #skill #skill quotes #test #test quotes #skill test #skill test quote #skill test quotes

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pmapstest2 · 2 years

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Customer Service Skill Tests To Screen Your Candidates

2 Best Customer Service Skill Tests To Screen Your Candidates

· Post author:Pratisrutee Mishra

· Post published:02/08/2022

· Post category:HR Trends & Practices

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Do you feel the HRs’ hiring block too? It’s time to embrace the advanced customer service skill tests! A tiringly-long hiring process is a cue enough to change the usual method of hiring. And how you engage with your existing and future employees.

Today’s consumer market demands progressive customer service. It has become important to hire candidates who are fit for the role as technology advances. In this situation, it is better to put effort into SMART WORK, rather than giving into regular, hard work.

This article aims to provide you with clarity on how to improve customer service levels. How to utilize digital resources and adopt smart hiring… Embracing the ever-changing world around you will enable you to stay up-to-date.

Let’s Suppose…

There are two companies, presumably A and B.

Company A employs competent customer service executives using visual-based psychometric assessments. It facilitates the assessment of specific role-based characteristics and aptitudes for the job. Company B, however, sticks adamantly to lengthy and time-taking traditional hiring techniques. They strictly believe in the one-to-one interview process.

As a result, after hiring the candidates, Company B was least aware of the strengths and weaknesses of its employees. And hence, they administered ‘not so effective’ training sessions. These barely showed any effect on their skill set or altered their mind frame.

On the other hand, company A received a detailed report from the evaluative customer service assessment. They could successfully arrange relevant training courses and toolkits. These effectively nurtured the new hires to perform better in the company.

For Company A, one wise hiring decision led to the development of a good CSE team. In contrast, Company B’s customer support team performed poorly.

The new team of CSE hired in ‘Company A’ helped them decrease the call handling time. And also contributed in increasing C-SAT Scores through efficient engagement. While the job performance of Company B went down in contrast.

Who does not want to keep their customers happy? Therefore, Company A in this scenario has the most desirable and ideal organizational setting for a progressive HR manager. It’s evident that company A has a better customer and producer relationship than company B.

But where can you access these modern hiring tools?

In case you were wondering, PMaps is the right destination for you. A diligent group of organizational psychologists develop the pre-employment assessment at PMaps. Using these online assessments makes customer service hiring easy, accurate, detailed, and time-saving.

PMaps Solutions: CSA And eVA Pre-Employment Test

These excellent visual-based recruiting tools assess the right skills in a combination that can benefit you! It evaluates the job-specific aptitude and voice accent proficiency of your candidate with ease. You can find the best candidate by using customer service cognitive ability tests and voice and accent tests.

The CSA evaluates 5 important traits of the aspiring customer service agents such as empathy, presence of mind, emotional control, conscientiousness, and achievement orientation. And eVA assesses the speech delivery and fluency of your applicants with specific grammar, vocabulary, comprehension, and pronunciation. Let’s dive deeper into their functions and importance.

CSA-Customer Service Skill Tests Your Fittest Candidate

Empathy-

A little warmth and empathy can make the customers comfortable expressing their struggles. A study in 2020 shows a positive correlation between employee empathy and customer satisfaction. It plays a vital role in the approach while dealing with customer complaints.

Hiring an empathetic candidate will help you improve your customers’ experiences. The customer-centric behavior will also increase customers’ engagement, leading to better bonding.

According to a study in 2021, customer bonding plays an important role in retaining trusted customers. Therefore, good customer service skill tests measure the applicants’ ability to handle customers’ moods.

Presence Of Mind-

The focus on providing quick, easy, and unique solutions determines the efficiency of a CSE team. Fast-paced customer service often delivers the message of a prompt CSE team. The enthusiasm to face clients makes the role of CSE more genuine and effective. In fact, 76% of customers expect to engage immediately with a CSE as soon as they reach out.

Fast response from a customer care agent imprints an impression of well-organized professional space. https://pmapstest.com/customer-service-assessments/89% of customers tend to associate further when they are attended immediately on their initial inquiry. Therefore, fast thinking and decision-making are significant factors in the PMaps customer service skill tests.

Emotional Control-

The ability to manage and regulate oneself individually and socially helps the agents ‘stand out’ while facing clients. Adjusting well with the customers’ moods and intentions is a must-have trait for all CSE aspirants.

However, it is not easy to deal with one’s personal emotions and operate unaffectedly in a professional setting. It takes courage to say, “I can understand how disturbing it can be. Let me resolve it for you.”

And “We are sorry for the inconvenience caused. We will work to fix the issue as soon as possible.” when the other side is extremely angry, beyond usual tolerable levels. High emotional control will help the agents recover from these encounters easily.

Achievement Orientation-

An enthusiastic agent can enhance the standards of customer service in the organization. If each member of the CSE team contributes, it improves overall performance, approach and dealing with your clients. An ideal customer service team must be achievement-oriented. They must be internally motivated, driven towards higher goals, futuristic and visionary.

Setting goals and coping with global customer support standards are the primary concerns of support agents. It is not easy to identify ideal candidates through in-person job interviews. Therefore, smart psychometric assessments filter the best hiring options for you. The customer service skill tests eliminates biases through scientific analysis of their personality and potential.

Conscientiousness-

Conscientiousness helps customer support agents execute their dealings professionally and ethically. According to research conducted at Rice University, conscientious customer agents deliver better performances. The strategy of dealing with the customers in a detailed and pre-planned manner always brings targeted results.

Through PMaps, you can compare your applicants and filter out your ideal ones with the help of our advanced customer service aptitude test.

A good customer experience is key to successful customer retention and network expansion. Hire your dedicated customer service agents wisely.

Voice and Accent Assessment – Customer Service Skill Tests For Language Proficiency!

Grammar-

It is very important to get your candidates checked for language proficiency. Especially grammar, as this foundation of communication is based on the accurate forming of sentences. You definitely do not wish to have a customer care agent who picks up the call and says,

“Hello, Sir. How you are? How I can help?”

Not only will it be difficult for your customers, but it will also create a bad brand impression. https://pmapstest.com/management-aptitude-test-visual-based-psychometric-test-pmaps/In customer service, being polite only works well when you can deliver structured statements.

Vocabulary-

Are your customer service agents aware of local terms and terminologies?

This helps the agents develop bonds with their clients. This can become a major problem when you are hiring Gen-Z candidates. Why? Because today’s generation is more inclined toward the use of short forms and abbreviations.

However, customers are either Millennials or even older. To keep the conversation going, both sides need to be aware of this tendency. It’s not the customers’ responsibility to do this.

‘Sorry’ and ‘Thank You’ are only a couple of examples.

Again, there are particular phrases mostly used by customer service agents to handle angry customers. The agents must also be fluent in business languages in order to be able to provide the best customer support.

Comprehension-

What matters the most for a team of customer service agents?

It is to understand the customers of the company. Customer service personnel need to have an in-depth understanding of the products. Also about the organization’s mottos and ethics in order to be able to interpret and solve customers’ problems. An agent cannot deliver satisfactory targets with all awareness if they fail to understand the speech used by the client.

The candidates must have the Triple-A-Listening Skills to be able to perfectly comprehend:

· Attitude

· Attention

· Adjustment

These skills ensure effective communication with clients. Engaging in client-agent conversations becomes hard in the case of telephonic and virtual support. The availability of wide exposure and modern reach can be a bonus. But, only if CSE hires are open to advancement and comfortable with the digital interface.

Fluency-

“We are…mm…we will…try to…umm…solve your…problem” (Imagine that your customer service agents say this).

Chances are, your customers are not patient enough to deal with abrupt pauses and lengthy discussions. A valuable long conversation on the concerned topic can give your agents a bonus point for helpfulness. But, a conversation that is uselessly dragging on may cost you the loss of a valued client.

Most customers expect instant solutions to their problems. Therefore, 67% of customer loss is avoidable only through solving concerns promptly, reports Ameyo Stats.

This is because slow-witted customer agents often engender frustration in their clients. The combination of humor, general intelligence, and politeness will help you establish a strong bond with your customers.

Pronunciation-

Lastly, what impacts a conversation with a customer is pronunciation. Depending on the birth region of an individual and the surrounding, there can be differences in pronouncing a syllable. This happens because certain muscles are not actively performing due to a lack of habit.

Another issue can be confusion between two similar-sounding syllables. The pronunciation of a good customer service agent must be clear and understandable. Customers’ pronunciations, however, are not controllable nor predictable.

So, why not use common sense in the latter case?

Final Words

PMaps CSA and eVA hiring tools help you secure all the ideal skills for customer service so that you can take a sigh of relief and relax. The PMaps reports will help you organize the required training and resources. Also, you can shortlist the frontline candidates that will lead the team of new hires.

A detailed, upfront evaluation of candidates protects you from certain customer service gaffes. After all, everything comes down to the quality of the workforce employed by your company. Hire your candidates wisely through the pre-hiring test and reach your customers wholeheartedly!

Tell us about your problems on a short 30 minutes call and let us introduce our best customer service skill tests to you. Visit our client-friendly website to learn more about our diversified HR Tech services.

Visit our website at https://pmapstest.com/

#hiring #online test #job fitment #candidate #job interview #employee #recruitment #business #skill test

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pmapsassessment2 · 2 years

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Best Customer Service Skill Tests

2 Best Customer Service Skill Tests To Screen Your Candidates

· Post author:Pratisrutee Mishra

· Post published:02/08/2022

· Post category:HR Trends & Practices

Spread the love

Let’s Suppose…

There are two companies, presumably A and B.

For Company A, one wise hiring decision led to the development of a good CSE team. In contrast, Company B’s customer support team performed poorly.

But where can you access these modern hiring tools?

PMaps Solutions: CSA And eVA Pre-Employment Test

CSA-Customer Service Skill Tests Your Fittest Candidate

Empathy-

Hiring an empathetic candidate will help you improve your customers’ experiences. The customer-centric behavior will also increase customers’ engagement, leading to better bonding.

Presence Of Mind-

Emotional Control-

And ��We are sorry for the inconvenience caused. We will work to fix the issue as soon as possible.” when the other side is extremely angry, beyond usual tolerable levels. High emotional control will help the agents recover from these encounters easily.

Achievement Orientation-

Conscientiousness-

Through PMaps, you can compare your applicants and filter out your ideal ones with the help of our advanced customer service aptitude test.

A good customer experience is key to successful customer retention and network expansion. Hire your dedicated customer service agents wisely.

Voice and Accent Assessment – Customer Service Skill Tests For Language Proficiency!

Grammar-

“Hello, Sir. How you are? How I can help?”

Vocabulary-

Are your customer service agents aware of local terms and terminologies?

However, customers are either Millennials or even older. To keep the conversation going, both sides need to be aware of this tendency. It’s not the customers’ responsibility to do this.

‘Sorry’ and ‘Thank You’ are only a couple of examples.

Comprehension-

What matters the most for a team of customer service agents?

The candidates must have the Triple-A-Listening Skills to be able to perfectly comprehend:

· Attitude

· Attention

· Adjustment

Fluency-

“We are…mm…we will…try to…umm…solve your…problem” (Imagine that your customer service agents say this).

Most customers expect instant solutions to their problems. Therefore, 67% of customer loss is avoidable only through solving concerns promptly, reports Ameyo Stats.

Pronunciation-

So, why not use common sense in the latter case?

Final Words

Visit our website at https://pmapstest.com/

#hiring #recruiting #recruitment #psychometric assessment #online test #skill test #job fitment #job interview #candidate #business #employee

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saudi-buzz · 2 years

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Saudi Professional Verification Program: You Need To Know

Saudi Arabia launched the Professional Verification program to ensure that all skilled workers in the Kingdom have the necessary skills to perform the occupation for which they were hired. The program is aim at examining all skilled workers from their home country itself before they come into the Kingdom as well as all skilled workers who are already in the Kingdom. The following are some facts…

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#KSA #MHRSD #Professional Verification #Skill Test

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skeletoninthemelonland · 4 months

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The Limbo

#the graveleaper #starbsart #animation #TESTING MY SKILLS AGAIN. IT'S BEEN MONTHS OUGH #ofc flash animator crashed. couldnt handle the ratman

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pmapstest4 · 2 years

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2 Best Customer Service Skill Tests To Screen Your Candidates

· Post author:Pratisrutee Mishra

· Post published:02/08/2022

· Post category:HR Trends & Practices

Spread the love

Let’s Suppose…

There are two companies, presumably A and B.

For Company A, one wise hiring decision led to the development of a good CSE team. In contrast, Company B’s customer support team performed poorly.

But where can you access these modern hiring tools?

PMaps Solutions: CSA And eVA Pre-Employment Test

CSA-Customer Service Skill Tests Your Fittest Candidate

Empathy-

Hiring an empathetic candidate will help you improve your customers’ experiences. The customer-centric behavior will also increase customers’ engagement, leading to better bonding.

Presence Of Mind-

Emotional Control-

Achievement Orientation-

Conscientiousness-

Through PMaps, you can compare your applicants and filter out your ideal ones with the help of our advanced customer service aptitude test.

A good customer experience is key to successful customer retention and network expansion. Hire your dedicated customer service agents wisely.

Voice and Accent Assessment – Customer Service Skill Tests For Language Proficiency!

Grammar-

“Hello, Sir. How you are? How I can help?”

Vocabulary-

Are your customer service agents aware of local terms and terminologies?

However, customers are either Millennials or even older. To keep the conversation going, both sides need to be aware of this tendency. It’s not the customers’ responsibility to do this.

‘Sorry’ and ‘Thank You’ are only a couple of examples.

Comprehension-

What matters the most for a team of customer service agents?

The candidates must have the Triple-A-Listening Skills to be able to perfectly comprehend:

· Attitude

· Attention

· Adjustment

Fluency-

“We are…mm…we will…try to…umm…solve your…problem” (Imagine that your customer service agents say this).

Most customers expect instant solutions to their problems. Therefore, 67% of customer loss is avoidable only through solving concerns promptly, reports Ameyo Stats.

Pronunciation-

So, why not use common sense in the latter case?

Final Words

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