About
CSP - R3 will assess whether a person has the necessary skills and traits to be a customer service representative. The results of this test should not be used to make a final determination on suitability for a position, but may be used in conjunction with other indicators to help make risk-based or career guidance decisions.
ICCS staff will send a web link and access code to take this test once notification of purchase is received.
No. of questions: 194
Question type: Self-assessment, situational, multiple choice
Estimated completion time: 60 minutes
Shorter versions of assessment available: N/A
Recommended age level: 18+
Qualification Level: Class A
Compliance: APA standards; EEOC standards (gender, age, dis-
ability)
Validation Information: Sample Size: 1187, Cronbach’s Alpha: 0.98
The primary factors and scales of this test are:
Overall Score plus 4 factors, divided into 20 scales:
- Customer Service Orientation: Assesses whether a person possesses the right disposition to deal with the public.
- Negotiation Skills: Assesses a person’s ability to effectively negotiate a resolution.
- Emotional Intelligence: Assesses a person’s ability to deal with his/her own as well as other people’s emotions.
- Conscientiousness: Assesses whether a person possesses a good work ethic.