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 the company's testing process to ensure 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)a telephone-based interview
C)a personality test
D)an emotional intelligence test

Question

Quizplus · Accepted Answer

The best method for testing telephone skills would be a telephone-based interview. This would allow Quantum Inc. to assess an applicant's communication skills, ability to handle customer inquiries and complaints, and technical knowledge related to call centre operations. It would also allow the company to simulate the workplace environment and evaluate the applicant's ability to adapt to it. A personality test, emotional intelligence test, or integrity test would not provide insight into an applicant's telephone skills.

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