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The Contact Center Pro™ is one of the world’s leading call center assessment tools. It is a thoroughly validated assessment tool designed for the selection, training, and coaching of contact center staff.

Managing your customer relationships and sales initiatives is too critical to put into the hands of the wrong person. The Contact Center Pro™, combined with our complimentary profile administration tracking system and data-driven consulting service, helps contact center recruiters accurately predict performance and retention and make better hiring decisions.

Use the Contact Center Pro™ to select and retain top performing call center professionals.

What Does the Contact Center Pro™ Do?

  • Substantially reduces early turnover
  • Increases performance
  • Reduces staffing costs
  • Identifies candidates with the potential to cross-sell and upsell
  • Provides a tailored coaching and development plan for each candidate
  • Develops a pool of qualified candidates to support future hiring needs
  • Identifies the source traits of your best performers
  • Produces an ideal candidate model that recruiting managers can use to recruit more top performers
  • Includes suggested interview questions tailored to each candidate
  • Provides training and coaching suggestions
  • Includes our complimentary Profile Administration Center (PAC)

What Does the Contact Center Pro™ Assess?

  • Service competencies
  • Potential for sales performance and business growth
  • Decision making, loyalty, and approach to structure
  • Emotional intelligence
  • Success factors such as self-management, motivation, comfort with conflict, confidence, rejection management, and lifestyle management
  • Listening style and approach to networking
  • Candidate’s ability to cross-sell and upsell

Selecting Candidates for Contact Centers

The Contact Center Pro™ is a personality profile that assesses an individual’s fit with contact center environments. It can be easily integrated into your existing recruiting and selection program.

This proprietary profile includes benchmarking capabilities to allow scores from different candidates to be compared with each other and measured against current high performing personnel.

The Contact Center Pro™ will help select people based on their approach to service, decision making skills, attitude about their role, their success with scripts and structure, and other factors necessary for success in customer service roles.

Proven ROI and Profitability

The Contact Center Pro™ allows an organization to retain and expand their existing client base by providing the best service in the sector. Each customer contact is an opportunity to strengthen the relationship and develop loyalty within the clientele.

By selecting people who are suited for customer service and cross-selling, contact centers that use the Contact Center Pro™ are more successful in promoting their products and services, increasing revenues, and reducing costs. This results in exponential increase in profitability.

Join the world’s leading organizations that already use the Contact Center Pro™ to recruit call center staff and identify qualified recruits.

SMG Contact Center clients include:

More Contact Center Pro™ Resources:

Download the Contact Center Pro™ product sheet.

Other Tools for the Development of High Performing Contact Centers

Self Management Group is equipped with a full suite of performance predicting employee selection tools proven effective in the development of a high performance cultures.

Our contact center services include:

Contact Center Effectiveness Survey™ (CCES™)

The Contact Center Effectiveness Survey™ is an organizational diagnostic tool customized to measure and track the success factors critical to your organization’s unique goals and objectives. It helps executives identify the commitment level of their employees, their engagement, and how well they are aligned with corporate goals.

Click here to learn more about the Contact Center Effectiveness Survey™.

Contact Center Screen 2.0™

The Contact Center Screen 2.0™ is an online employee screening tool for recruiting call center staff. Developed by a team of Contact Center industry experts, the screening report will provide an indication of where an individual will fit in either a customer service role or a role that includes some upsell or cross-sell requirements.

Click here to learn more about the Contact Center Screen 2.0™.

Contact Center Simulator™

The Contact Center Simulator™ is a state-of-the-art, cost-effective call center simulation assessment that helps contact center recruiting managers recruit and select contact center staff. Completely customizable, the Contact Center Simulator ™ can be used to pre-screen call center applicants, test hard skills and competencies, and sell the candidate on the career opportunity

Click here to learn more about the Contact Center Simulator™.

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