15 to 30 random questions in 15 to 30 minutes, by the level you choose: call and chat etiquette, de-escalation, aht, csat, nps, sla, privacy. After you submit you get your score, your strong and weak topics, and the right answer with an explanation for every question.
Want to revise first? Read the Customer Service and BPO interview questions and answers.
The test covers 14 topics across three levels. Each attempt picks 15 to 30 questions at random, by the level you choose, so every attempt is different.
One question from each level, the way they appear in the test. A new set comes on the 1st of every month. Try it, then open the answer.
Answer: BCC hides each customer's email address from the others. Addresses in To or CC are visible to everyone who gets the mail, which leaks customers' personal data to each other. BCC keeps each address private. It does not change speed, replies or encryption.
Answer: 6%. Rostered agent-days = 50 x 26 = 1,300. Absenteeism = 78 / 1,300 = 6%. Using 30 calendar days for every agent wrongly counts week-offs as days the team should have worked.
Answer: Read the full case history before the call, then own it with a clear plan. A fourth-contact customer is angry mainly because nobody owned the case. Knowing the history shows respect, avoids repetition and lets the TL spot what went wrong. Then a clear plan with dates rebuilds trust.
Take the full Customer Service and BPO mock test: 15 to 30 questions and 15 to 30 minutes, by level.
A question counts as right only when you pick exactly the right option, or all the right options where it says so; a question left blank counts as wrong. Your score is the share of the test's questions you got right (15 to 30, by level). The result also scores every topic, so you know what to revise before the interview.
Yes. The Customer Service and BPO mock test is free. You need a free CoreHRx Jobs account to start it, so your score and the topics to work on are saved.
It depends on the level: Fresher has 15 questions in 15 minutes, Intermediate has 20 questions in 20 minutes, Experienced has 30 questions in 30 minutes. They are multiple-choice questions picked at random from a larger bank of Customer Service and BPO questions at your level, so every attempt is different.
The questions cover AHT and FCR, CSAT and NPS, SLA and Occupancy, Call Etiquette, Chat and Email Support, CRM and Ticketing, Data Privacy and Fraud, Handling Angry Customers, Shifts and Adherence, Quality Audits, Empathy and Listening, Escalation Matrix, International Process, Team Leadership. Your result shows how you did in each topic.
Fresher if you are a student or have less than a year of experience, Intermediate for 1 to 5 years at work, and Experienced for 5 years or more.
Only your best Customer Service and BPO score, and only when it is 60% or more. It shows on the job applications you send on CoreHRx. Lower scores stay private.
Yes, up to 10 tests a day. Each attempt picks questions you have not seen recently first.
