NEW REAL-WORLD, MULTIMEDIA, PERFORMANCE-BASED, CALL CENTER TESTING AVAILABLE NOW FROM PROFILES ASIA PACIFIC

Profiles Asia Pacific, in partnership with SkillCheck, Inc. international leaders in Internet and computer-based testing for call center, office, industrial, and professional skills, announces the release of its new performance-based Call Center Scenarios tests to assess call center employment candidates on their ability to handle real-world customer service and sales situations.

"The cost of high turnover is the number one problem affecting efficiency and profitability of a modern call center," says Malcolm Pick, president and CEO of Manila-based Profiles Asia Pacific.

"Our new multimedia Customer Service Scenarios and Sales Scenarios Call assessments allow center managers and operators to determine if someone has the skills to succeed before they are hired. "SkillCheck Call Center testing products have helped call centers reduce their turnover to fewer than 8%." Adds Malcolm.

SkillCheck Customer Service Scenarios place a candidate in a real-world customer service situation and requires him or her to respond to incoming questions and complaints by simulated callers. Each response the candidate makes continues the conversation in a different direction, with an assessment of a candidate’s manners, effectiveness, and efficiency being made with each and every response.

The Customer Service Scenarios test is adaptive, meaning that if a candidate performs well, they will be presented with a less difficult situation. "Using this unique adaptive methodology, test administrators can zero in on a candidate’s capabilities in the shortest amount of time, says Malcolm.

SkillCheck Sales Scenarios tests require a candidate to interact with contacts and prospects at various stages of the sales cycle, from prospecting and information gathering/controlling the sale, to handling objections and closing.

At the end of each Call Center Scenarios test, a test administrator is provided with a detailed report, describing overall performance and on all relevant scales (Manners, Effectiveness, Accuracy, Evaluation and Follow-up for Customer Service and Prospecting, Information Gathering/Controlling the Sale, Handling Objections and Closing for Sales).

SkillCheck’s Call Center Test package includes these powerful assessments, as well as assessments covering a broad range of additional call center skills, including data entry from audio input, data analysis (including referencing and cross-referencing information), telephone and spelling skills.

SkillCheck Call Center testing products can be delivered on PCs or LANs of the Internet. SkillCheck testing is also available for Microsoft Office, Clerical, Industrial, Computer/Digital Literacy, and other critical job skills.

To find more about Profiles Asia Pacific’s powerful software and Internet-based testing solutions, visit the Profiles Asia Pacific Web site at www.ProfilesAsiaPacific.com and the SkillCheck Web Site at www.skillcheck.com.

Demonstration products are available upon request.