Customer service is a major industry that is responsible for billions of dollars. A vast majority of that money passes through call centers at one juncture or another. However, your customer service can suffer immensely if the call center you deal with does not implement widespread call center assessment tests. Call center assessments are useful for determining whether or not your phone answering staff are following the highest standards of customer service.
If your phones are being answered by rude people, it will negatively impact the public reputation of the company you provide call center service for. A comprehensive customer service assessment almost always includes a proper assessment of the phone answering staff of your company. Call centers are a major part of the customer service operations of many companies. Without properly screening your people, you risk a customer service catastrophe that garners media attention. It has happened before. Many call centers think they are insulated from the backlash of customer service failures.
That is blatantly false. Call centers are held accountable in the media. Companies like Comcast and Electronic Arts are notorious for their incompetent customer service. In some cases, a customer service issue can cost hundreds of millions of dollars in lost revenue for these larger companies. With the sheer number of employees they have, it can be an incredibly daunting task for human resources to peruse the entire staff list to ensure everyone has top-tier customer service skills. Thanks to the customer service assessment, it becomes clear whether or not someone is cut out for a customer service oriented position.