Throughout LRI'S website – the following terms are used interchangeably: Workforce readiness skills, workplace success skills, soft skills, employability skills, interpersonal skills, workplace behaviors, behavioral competencies, social skills, career readiness skills and behavioral effectiveness skills. Skills and competencies are also used as synonyms.

Financial Services Call Center (FSCC) with Demo

A window into video-based assessment

The following video simulation is typical of situations found in FSCCS.

Call Center Simulator

Financial Services Call Center (FSCC) with Demo is an industry-validated and video-delivered soft skills assessment program. FSCC measures the competencies required by employers for jobs in banking and financial services call centers. The program identifies both the competencies and the developmental needs of individuals assessed. Because of its validity, FSCC is used in support of hiring and promotion decisions.

FSCC measures the following skills and abilities:

Service Initiative: Initiates action and does more than simply respond to requests; goes the "extra" mile.
Interpersonal: Interacts in a polite and courteous manner.

Sales Initiative: Acts on potential sales opportunities in an assertive but professional manner.
Fact Finding: Asks key questions to facilitate the sales process.
Needs Based Selling: Identifies and recommends product offerings consistent with the individual
customer's needs

Measures the accuracy with which various customer data is entered based on interactions with virtual customers.

Measures the accuracy with which basic mathematical calculations are performed based on interactions with virtual customers.

Measures the candidate's work preferences, work style and personality and compares their profile to the success profile of call center agent incumbents, resulting in a"Job Fit" prediction.

  1. Customer Relations
  2. Sales
  3. Data Entry Skills
  4. Math
  5. Job Fit

What is the Call Center Simulator and what does it do?

  • It is comprised of computer animated simulations that depict realistic call center service situations in which a candidate’s sales and customer services skills are assessed.
  • It measures the accuracy with which basic mathematical calculations are performed based on interactions with virtual customers.
  • It provides a feedback report that details the candidate's Probability of Success and their strengths.

People being assessed are also asked to compare sets of checks and deposit slips, reporting the number of errors they observe. In several exercises, individuals compare two columns of numbers and, under time pressure, identify how many pairs of numbers don't match.

The Competencies Measured by FSCC and a process to determine which competencies are of greatest importance to local employers appear here. How this process enables workforce professionals to better serve employers is outlined here.

A Discussion Guide (click here for excerpts from the Guide) that can be used in support of development is available; it provides situations that can be discussed in classes or workshops led by workforce professionals. Guidelines for the facilitators/teachers ensure their familiarity with what employers consider to be best – and least effective – practice.

FSCC Content and Delivery Information

FSCC is available for delivery over the Internet. It takes an hour to complete FSCCS and is comprised of these areas: Problem Solving and Decision Making, Customer Focus, Sales, Attention to Detail and Math. The program’s video is recorded in English.

The breakdown of sections is as follows:

  • Interactive (1 practice, 10 situations)
  • Transaction Processing (1 example, 10 questions)
  • Math (1 practice, 11 questions)
Additional information about FSCCS: