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Ability Tests

Customer Contact Aptitude Series (CCAS)

Overview:

The Customer Contact Aptitude Series (CCAS) measures the core reasoning abilities relating to jobs within sales and customer service. The tests cater for a wide ability range and form part of the Customer Contact Portfolio. The first two tests are suitable for candidates with basic to good GCSE/Grade 12/Std 10, the second two are more appropriate for those with 'A' Level/Grade 12/Std 10/University entrance or equivalent qualifications.

Suitable for:

School leavers, administrators/supervisors, junior managers, and management trainees.

 


 

What does it measure?

VCC1 - Verbal Interpretation

Measures the ability to understand straightforward written information in order to arrive at reasoned conclusions. The task is relevant to sales and customer service jobs where job holders receive product information in written form, as well as written communication from customers and/or colleagues. The time taken to complete the test is 12 minutes.

NCC2 - Numerical Interpretation

Measures the ability to understand and use numerical data in order to answer questions. The task is to use the tables provided in order to solve basic numerical problems. The data and the questions have been designed to simulate the kind of numerical information which might feature in sales and customer service jobs. The time taken to complete the test is 20 minutes.

VCC3 - Verbal Evaluation

Measures the ability to understand and evaluate the logic of various written passages. More demanding than VCC1, it includes a variety of topics relevant to positions within sales and customer service. The time taken to complete the test is 30 minutes.

NCC4 - Numerical Evaluation

More demanding than NCC2, this test measures the ability to make correct decisions or inferences from numerical data. The test is appropriate for any job involving analysis or decision-making based on numerical facts, but the nature of the data presented makes the test particularly relevant for sales and customer service work. The time taken to complete the test is 30 minutes.

Benefits

  • Reduce risk
    - Skills relevant to sales and customer service positions are assessed early in the recruitment process, meaning less risk of selecting a poor performer.
  • Save time
    - Those who do not possess the key skills can be eliminated from the remainder of the recruitment process.
  • Reduce cost
    - Reduce cost per hire by only investing time in later stages of the recruitment process with the most suitable candidates.
  • Increase speed to hire
    - Identify and progress key talent earlier and make hiring decisions faster.
  • Fairness and consistency
    - Objectivity and consistency enables the testing process to be fair and equitable for all applicants.
  • Psychometrically sound and efficient
    - Exceeds test reliability standards, timing is standardised and efficient.

Language / norm availability

The Customer Contact Aptitude Series is available in a variety of languages and with an extensive range of norms.

For the latest availability information please make a product enquiry  with your local SHL office.