The chemistry of a phone call between two people is evaluated through a standardised live simulation call where the assessor challenges the candidate to show his key qualities. Only then can you find out if someone really has it in them to make professional phone calls.Dirk Van Put, Managing Director
ContactSkills has a wide range of service, sales and marketing research calls in Dutch, French and English. Each call tests your candidates' telephone and database management skills at the same time. Your candidates have a live phone call with an assessor who challenges them in a simulated situation, to evaluate what they are capable of.
More than 1000 calls with more than 50 companies have proved the effectiveness of our simulated calls in service and sales environments in both in-house and outsourced contact centres across Belgium, the Netherlands and Canada.
The ContactSkills platform is designed so that the tests can be transferred to clients. We train your employee to become an assessor, enabling your organisation to carry out its own tests. As ContactSkills is internet based, the assessor and the candidate are not required to be in the same place, or even the same country.
If you prefer that we carry out your assessments, that's fine too. ContactSkills assessors are trained to do just that.
After your test, ContactSkills immediately calculates your candidate's results across five categories of key skills: speech characteristics – database skills – communication skills – length of time and focus – capacity for simultaneous actions.
Your candidates' results will be saved in your personal database on the ContactSkills platform. You can consult these results at any time and a useful reporting tool allows you to view comparative analyses of all your candidates.
CS provides a clear view of the skills for our employees. It has enabled them to better understand their strengths and areas for improvement. CS provides an objective result which has a positive impact on my staff.Lut Verschueren, Managing Director Axon
I use the ContactSkills service call during the second round interview when recruiting inbound staff. The candidates are submitted to the CS simulated call which tests the candidates for their telephone skills. Thanks to this tool I now only recruit suitable candidates.Dirk Vanhaecht, People & Business Development Director AAC
ContactSkills gives you the assurance that mystery calls are carried out in a valid and standardised way, so that they objectively measure the quality of your telephone services. Because quality deserves more than a couple of subjective criteria or intuition.Dirk Van Put, Managing Director
Working with you, we establish what is crucial in telephone conversations with your customers. What are the parameters that define if a conversation is in tune with your company philosophy?
We then create a call specifically designed for your company. It will include all the elements you want to test and will be perfectly adapted to suit your business sector. A trained assessor will carry out this mystery call to your nominated employees.
We use the same evaluation method used for the generic ContactSkills calls, based on the same five skills clusters.
After receiving the results of the mystery calls, you can also ask ContactSkills to debrief your team on their strengths and areas that could be improved. If necessary, we can then set up a customised coaching programme.
Results of the mystery call are saved in your personal database on the ContactSkills platform. You can access these results at any time and with the help of our simple tool, see a detailed comparative analysis of all your employees
It is the perfect tool to objectively and thoroughly screen a tele sales candidate. It does not only take sales skills into account, it also screens how quick and accurate they can work. Another advantage is that it doesn’t take a lot of time to perform the test and the results are immediately available.Bart Mathieu – B2B Sales Manager Benelux Bongo-Cadeaubox
ContactSkills is the only tool on the market which allows you to measure if a candidate has the right telephone skills and offers a solution which is effective and user friendly. The results give a very clear overview of the capabilities and risks of recruiting a candidate. Thereafter coaching is the way to make employees feel at home in their new position. We have used the assessment tool within our team and can highly recommend it for recruitment as well as for coaching of employees in costumer service positions. The real life simulation allows little to no ‘escapes’ for the candidate. Stop long selection procedures and start with the CS-test.Suzan Van Klink – Operational Director Teamleider.nu
Coaching is to inspire people to do their work passionately. To help them 'rediscover' their work. To develop their strengths and strive towards excellence.Dirk Van Put, Managing Director
Because no two companies or employees are the same, we always start with a short analysis at your workplace. In what type of environment does the employee work? With what type of customers? And what counts most in their contacts with customers?
The skills of all employees are measured in the same manner. In this way, we obtain an objective reference system. Based on the starting point of each employee, we can identify the points which need coaching.
After consulting with you, we determine the points to be coached and create an action plan.
Together with your employees, we look at the results of their tests and identify their strengths. From there, we assess their potential for progress.
Key issues affecting a coaching programme include :
to identify candidates' strenghts and those areas that need attention
- to use their strengths as much as possible in conversations
- voice techniques and conversation rhythm
- how to overcome obstacles
- handling arguments
- working with different types of customers
- keeping control of a conversation
- active listening
- asking different types of questions
Results of the coaching are detailed in a document which is filed in your personal database on the ContactSkills platform. You can easily access this information whenever you wish. And at any time in the coaching programme you can follow the progress of your employees or department. Practical charts of employee skills clusters show you their status and progress over time.
I have used CS to test my own team. The added value was the fact we could benchmark our internal call coaching with the results from the CS assessments. Product knowledge is less relevant for CS testing which gave us a different point of view on the skills of our employees. Our staff was also very enthusiastic the quality of the simulated calls and the debriefing of their results.Ivo Van den Broeck, Customer Service Manager Sanoma Media Belgium
We used the ContactSkills tool to screen our team and it provided a good overview of the strenghts and areas for improvement of our call agents. They experienced it as a great challenge as well. And the CS team provided great support and follow up!.Bram De Vriese – Sales Manager Buy-Aid