What you’ll get

Call centers across the nation use the Optimize Hire Call Center Pre-Employment Tests to improve hiring decisions. 

Developed by Dr. Adam Grant at The Wharton School of the University of Pennsylvania, the Optimize Hire Call Center Pre-Employment Tests are among the shortest hiring assessments on the market with an industry-leading completion rate of 96%.

Our pre-employment tests help call centers increase retention, sales revenue, and customer service ratings among other job performance outcomes. Click on any of the orange blocks below to learn more about the studies we’ve conducted to prove it.


Sales Revenue

Customer Service Ratings

What we test

Optimize Hire Call Center Pre-Employment Tests assess traits in the following areas to predict which candidates will stick around the longest and be the highest performers. If you’re looking for customization, we’ll connect you with a researcher at the Wharton School to discuss the right trait add-ons for finding employees that will help you meet your specific business goals.

Pre Employment Testing For Cognitive Ability

cognitive ability

Pre Employment Testing For Personality


Pre Employment testing for Motivation


Traits of reliable call center employees

The following traits are proven predictors of job performance and turnover for call center employees according to the Bureau of Labor Statistics and decades of psychology research. The Optimize Hire Call Center Pre Employment Tests can assess any combination of these traits and others that are specific to your company needs.

  • Dependability — being reliable, responsible, and dependable, and fulfilling obligations

  • Integrity — being honest and ethical

  • Self Control — maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations

  • Cooperation — being pleasant with others on the job and displaying a good-natured, cooperative attitude

  • Concern for Others — being sensitive to others' needs and feelings and being understanding and helpful on the job

  • Attention to Detail — being careful about detail and thorough in completing work tasks

  • Stress Tolerance — accepting criticism and dealing calmly and effectively with high stress situations

  • Independence — developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done

  • Adaptability/Flexibility — being open to change (positive or negative) and to considerable variety in the workplace

  • Social Orientation — preferring to work with others rather than alone, and being personally connected with others on the job

  • Initiative — willingness to take on responsibilities and challenges

  • Achievement/Effort — establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks

  • Persistence — persistence in the face of obstacles

  • Analytical Thinking — analyzing information and using logic to address work-related issues and problems

  • Leadership — willingness to lead, take charge, and offer opinions and direction

Popular call center positions tested

Contact Center Representative, Call Center Agent, CBX Operator, Communication Specialist, Information Specialist, PBX Operator, Switchboard Operator, Receptionist, Telecommunications Clerk, Telephone Sales Representative (TSR), Help Desk Technician, Support Specialist, Technical Support Specialist, Account Manager, Account Representative, Customer Service Representative, Contact Center Manager

Assessing and hiring candidates is easy.

pre-hire test pre-employment assessment industries call centers how it works

sign up and start testing

Getting started takes just a few minutes whether you're using our built-in applicant tracking system or a third party integration with a company like iCIMS. Completing the assessment takes applicants only 8-10 minutes, making it one of the shortest on the market.


pre-hire test pre-employment assessment industries call centers how it works

rank candidates and interview

Candidates are automatically ranked by their assessment score with scores tending to follow a normal distribution. Optimize Hire provides custom interview guides, with suggested questions straight from experts at the Wharton School based on each candidate's specific answers. This will help you probe your candidates’ specific strengths and weaknesses to see if they're truly a good fit for your company.

pre-hire test pre-employment assessment industries call centers how it works

Hire productive, happy employees

Check out our validation studies to see the incredible results our clients have had using the Optimize Hire Call Center Pre-Employment Tests. If that doesn't convince you, we'll do a validation study just for your company, too.


Our Clients

To learn what we can do for you, give us a call at 800.330.2020.