Which Simulation is Right for Your Contact Center?

A contact-center simulation’s value depends a great deal on its ability to completely immerse a candidate into the job. The best simulations are intuitive and easy to use, measure relevant skills accurately, and resemble the job for which they are intended to forecast performance. But, which type will produce the best results for your business?

Here are common job-specific types of contact-center simulations. Let FurstPerson help you decide.

1) Customer-Service Simulations

This is the most common type of simulation used in contact centers around the country. These simulations usually require an applicant to respond to general customer inquiries using a variety of databases while dealing with different types of customers, distractions, and time pressure.




2) Sales Simulations 

Places applicants into an inbound or outbound contact-center environment to measure core contact-center and sales skills. Scenarios allow applicants the opportunity to experience a variety of customers. In addition to foundational contact-center skills (e.g., keyboarding, computer navigation, and multitasking), these simulations measure an applicant’s effectiveness probing the customer to understand needs, positioning a sales offering, and overcoming resistance, as well as the skill to close a sale.



3) Collections Simulations
 
Evaluating a candidate’s skills managing a potentially emotionally charged customer encounter to secure payment for a past-due debt is always a difficult scenario. These simulations require applicants to establish personal credibility, create rapport, gain agreement on the debt that is owed, negotiate a payment plan, overcome resistance, and secure a payment plan and schedule.



4) Digital-Engagement Simulations
 
One of the newest types of tools to enter the market. These types of assessments evaluate an applicant’s skill to perform functions required by customer chat and e-mail-based programs. Digital-engagement simulations might measure applicants’ skill communicating with customers via written media, customer-service orientation, sales skill, and basic contact-center skills.



– What simulation model do you use in your Contact Center? Please submit your response below .

All information compiled in this blog post was gathered from "How to Measure Contact Center Skills Using Multimedia Simulations." – compiled by FurstPerson.

To read the full text and discover more solutions that help candidates find a job they will love and enable clients to hire people that will perform well, be satisfied, and stay with the company – visit www.furstperson.com.


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