SHL Insights

49% of call center agents leave within 6 months as they were not the right fit for the job.

Improve Your Contact Center Agent Performance

SHL reduced the hiring of agents with a First Call Rate (FCR) below an acceptable threshold for one customer by 65%.

Delight Your Customers

We also helped them increase CSAT score by 32% by identifying highly skilled customer service representatives.

And Hire the Best Agents Faster

SHL Contact Center simulations are proven to help reduce time to hire by over 60%.

Simulate a Real-World Contact Center

Candidates immerse themselves in the role of a contact center agent, either listening to a simulated call or interacting with a chat simulation, to help customers using a realistic contact center system.

Optimize Customer Service Excellence

Measure critical customer service skills including:

  • Service Orientation
  • Issue Resolution
  • Attentiveness
  • Navigation
  • Typing Achievement

Choose our ready-to-deploy simulations available for multiple roles.

Optimize Customer Service Excellence

Job-Focused Assessments

Contact Center job simulations are available for multiple industries, such as:

  • Banking
  • Healthcare
  • Telecom
  • Utilities
  • Retail

Choose to tailor one for your industry and needs.

Job-Focused Assessments
Optimize Customer Service Excellence
Job-Focused Assessments

Explore SHL’s Wide Range of Solutions

With our platform of pre-configured talent acquisition and talent management solutions, maximize the potential of your company’s greatest asset—your people.

See Our Solutions