SHL Call Center Simulations
Pressure Test Agents for Success with a Real Call Center Environment
Hiring agents who can deliver great customer service and stay for a long haul is not an easy task. As customers become more demanding and issues being handled more complex, you need to hire agents who not only possess right skills but also a customer-centric behaviour.
SHL’s Call Center Simulations replicate a real-life call center environment to identify agents who possess the critical competencies and personality to deliver a quality experience to your customers.
Realistic Simulation of a Day in Real-World Call Center
Candidates immerse themselves in the role of a contact center agent, listening to a simulated call and interacting with customers using a realistic contact center system.
- Measure critical competencies including Service Orientation, Issue Resolution, Attentiveness, Navigation, Typing and Achievement
- Choose our ready to deploy simulations available for multiple roles like customer service or sales
- Simulations are available for multiple industries like Banking, Insurance, Healthcare, Telecom, Utilities, and Retail. Option to tailor one for your industry and needs
Make Rewarding Hiring Decisions with Risk-Free Evaluation of Candidates
Improve Your Performance
65% reduction in hiring of agents with First Call Rate (FCR) below acceptable threshold
Delight Your Customers
Increase CSAT score by 32% by hiring highly skilled customer service representatives
Quickly Hire Best Agents
Reduce hiring time by 60% with automated candidate evaluation at scale