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.
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.
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.
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.
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.