This was a contact centre role. easy, there was an assessment given 5 topics to choose one to write about, and then a role play about a customer. We were each given 5 random topics to choose from and write about. They were looking out for structure, grammar and punctuation. when that was done, each one had a one to one role play where a customer has called in with a complaint, and they wanted to see how you would attempt at resolving customer queries. Strong points, greeting, acknowledgement of customer concerns, empathy, resolution, resolution confirmation, call wrap up, is there anything else I can help with, thank you bye.

There were two stages: First a written and data interpretation test. If you were successful in this, you had a role play and a situational behaviour type of interview. The role play involved you, the assessor and a customer. The role play is based on a real life situation probably you’ll face during work in a daily basis.