The CCSI offers an effective assessment tool for selecting and/or developing people who work in contact centres. It is a situational judgment test in which candidates are asked to judge which behaviours are most appropriate in a range of common and challenging contact centre scenarios.

Reaction to Challenging Customers is a scenario that asks whether the individual can recognise how to respond appropriately to an angry and demanding customer.

Interaction with Team Members is a scenario that asks whether the individual recognises how to interact appropriately with other team members in the contact centre environment.

Maintaining High Performance is a situation that examines behaviours that contribute to high contact centre performance such as adherence to schedule.

Following Policy asks whether the individual can recognise appropriate ways of adhering to policies set by the organisation whilst still being sensitive to the customer.

Responding to Sales Calls probes the individual's ability to tackle outbound sales calls in an appropriate and productive manner.