Aimed at experienced professionals who are likely in managerial or supervisory roles within banking customer service.
These individuals are expected to have an extensive background in banking operations, customer service management, and strategic planning. The questions in this test are complex and multifaceted, requiring a deep understanding of the banking industry. Topics include strategic management and innovation in customer service, advanced problem-solving for complex issues, understanding and application of high-level customer service metrics, and insight into the impact of regulatory changes on customer service.
Additionally, there is a focus on the role of technology in enhancing customer service and the importance of data-driven decision-making. The test will evaluate the candidate's expertise in leading and strategising customer service operations within the banking sector. This includes assessing their ability to drive significant improvements in service quality, manage and motivate customer service teams, and align customer service strategies with the overall goals of the bank.
Successful candidates will demonstrate a high level of proficiency in managing customer service operations, the ability to develop and implement effective customer service strategies, and the skills to navigate and adapt to the evolving banking landscape
Designed to access
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Strategic Customer Service Management
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Resolution of High-Level Customer Service Issues
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Expertise in Regulatory Impact on Service
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Innovative Solutions for Service Improvement
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Data-Driven Service Optimization
Use this test to hire for
- Senior Customer Service Managers
- Banking Operations Managers
- Heads of Retail Banking or Branch Managers
- Senior Relationship Managers or Corporate Banking Managers
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Duration 10 minutes
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Languages English
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Level Advanced / Level 3
Question
In the context of a bank's call centre, what does AHT stand for and measure?
Select ONE answer
Question
Why is First Contact Resolution (FCR) crucial in customer service operations?
Select ONE answer
Question
In banking customer service, what does 'omnichannel' support refer to?
Select ONE answer
Use skills-based tests to make data-driven hiring decisions
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Unbiased, skills-based assessments to ensure objective and equitable hiring decisions
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Comprehensive analytics and insights for making informed, data-backed candidate selections
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Scales to accommodate your hiring needs, from small teams to large-scale recruitment drives