Syllabus of the Customer Service Aptitude Test

The Customer Service Aptitude has been specifically designed to assess an individual's job prospects by evaluating working skills and job readiness. For this reason, emphasis is laid upon evaluating the knowledge of applied skills gained through real work experience, rather than theoretical knowledge.

The Customer Service Aptitude Test is a scientifically validated test which is designed to measure and analyze important aspects of personality and behavior that are instrumental in determining how individuals perform in jobs which require customer service aptitude and skills. The Customer Service Aptitude Test is a psychometric tool meant to analyze the most important traits that influence one's customer service aptitude. Upon completing the test, you are provided with a comprehensive report on each trait, an overall summary report and hiring recommendation.

The personality traits that are measured and analyzed through the Customer Service Aptitude Test are:

• Sociability
• Self-confidence
• Tact and Diplomacy
• Cooperativeness
• Goal Orientation
• Patience
• Interpersonal Skills
• Grievance Handling Skills

The Customer Service Aptitude Test has a proven track record of helping companies and hiring managers screen applicants and identify customer service professionals based on scientifically proven traits. The Customer Service Aptitude Test has been widely acknowledged as an effective tool for hiring customer service executives who can effectively ensure that their company's customers receive an adequate level of service with their questions, concerns and needs.

Test Standardization/Validity/Reliability Metrics

Cronbach's Alpha^*  :  0.88
^*The reliability of a test measures the extent to which the variation in scores is due to true differences between people, or the characteristic being measured, or random measurement error. Reliability is generally assessed on the basis of internal consistency. The most common measure of internal consistency is Cronbach's Alpha. The value indicates the extent to which a test can be considered reliable for a sample of examinees. Any test having a Cronbach's alpha value of more than 0.7 is considered to be having a good internal consistency.

Content Validity^*  : The subject matter experts have assessed the test items and found the content to be valid.
^*Validity is the ability of a scale score to reflect what that scale is intended to measure. Kline's (1993) definition is: 'A test is said to be valid if it measures what it claims to measure'. A test has content validity if it measures knowledge of the content domain of which it was designed to measure knowledge. Content validity measures whether the test actually assesses the constructs it is designed for. It is a qualitative measure of validity.