Call Center Simulations

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.

49% of call center agents

leave within 6 months as they were not the right fit for the job.

Call Center Simulations

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

Improve Your Performance

65% reduction in hiring of agents with First Call Rate (FCR) below acceptable threshold

Delight Your Customers

Delight Your Customers

Increase CSAT score by 32% by hiring highly skilled customer service representatives

Quickly Hire Best Agents

Quickly Hire Best Agents

Reduce hiring time by 60% with automated candidate evaluation at scale

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