Scenario 8-2
A new call centre, Quantum Inc., is hiring individuals with call centre telephone experience and skills. The minimum qualifications are a grade 12 diploma. Applicants must possess the ability to learn new skills and adapt to new situations. Turnover in the call centre industry is very high so the CEO of Quantum wants to ensure that the company's testing process ensures that Quantum hires the most qualified applicants for the positions.
-Refer to Scenario 8-2. Which test method could Quantum Inc. use to test for telephone skills?
A) integrity test
B) an telephone-based interview
C) a personality test
D) an emotional intelligence test

Question

Quizplus · Accepted Answer

To test for telephone skills, Quantum Inc. could use a telephone-based interview. This would allow them to directly assess an applicant's ability to communicate effectively and professionally over the phone, which is a critical skill for call centre employees. While the other test methods (integrity, personality, emotional intelligence) may be useful for other aspects of the job, they do not directly measure telephone skills.

Scenario 8-2 a New Call Centre, Quantum Inc., Is Hiring Individuals with Individuals