Assessment / Screening

As part of the recruitment process, you have been asked to complete a Contact Centre Simulation test. Below you will find some general information about the test to support you with preparing for this.

The Contact Centre Simulation test measures your ability to handle customer queries over a call by referring to standard process documents. It is designed to assess multiple skills related to customer contact roles. These skills include:

• Customer centricity – evaluating how you communicate with and listen to customers.
• Process adherence – measuring your ability to follow processes.
• Navigation skills – measuring your ability to read, interpret and navigate through information.
• Documentation skills – measuring aspects like organisation, communication, and attention to detail.
• Typing skills – measuring typing speed and accuracy (including spelling).

When clicking the link to start your assessment, you will be presented with a practice question. This will help you get a feel for the format and what to expect. We also suggest that you look at the practice tests online. You can find the full practice test here: https://www.shl.com/shldirect/en/practice-tests/

• Sit somewhere quiet with no distractions
• Make sure you have a reliable internet connection
• Read the instructions carefully
• Utilise the practice tests first

If you pass Contact Centre Simulation test, you will then progress to a video interview stage. Should you be also successful at video interview, you will then progress to the final stage which is the hiring manager assessment.

Reach out to your recruiter if you would like feedback following the online testing stage. The recruiter will be able to share some information about your performance on the Contact Centre Simulation test.

If you experience any technical problems, you can either reach out to your recruiter or to our test supplier SHL. SHL can be contacted via this link: https://support.shl.com/categories.html?hl=en&c=10_91_12_ 

The pre-recorded video interview will ask you some competency and value-based questions relevant to a role in our Contact Centre at Bupa. We’ll be assessing:

• Motivation for Bupa and the role
• Brave: Making New Possibilities Happen
• Caring: Acting with Empathy and Respect
• Customer Obsession
• Professionalism

When you start your video interview, you’ll see a practice question first. This will help you get a feel for the format and what to expect.

• You’ll have time to prepare for each question before recording your answer.
• You won’t be able to re-record your answers once they’ve been submitted.
• Your interview will be reviewed by one of our Recruiters (not artificial intelligence).

Here are some tips:

• Sit somewhere quiet with no distractions.
• Make sure you have a reliable internet connection.
• Read the instructions carefully.
• Take the practice question seriously to get a feel for the format and timings.
• Be specific with your examples; we want to learn more about you and your experience.
• Check out our careers page to help you prepare.

Once you complete the video interview, it will be assessed by a member of our recruitment team. If you’re successful, you’ll have a short call with one of our team before moving to the final interview stage.

Unfortunately, we don’t provide in-depth feedback after the video interview due to the high volume of applications we receive.

If you experience any technical problems, you can either reach out to your recruiter or to our test supplier SHL. SHL can be contacted via this link: https://support.shl.com/categories.html?hl=en&c=10_91_12_ 

As part of the recruitment process, you have been asked to complete a Contact Centre Simulation test. Below you will find some general information about the test to support you with preparing for this.

The Contact Centre Simulation test measures your ability to handle customer queries over a call by referring to standard process documents. It is designed to assess multiple skills related to customer contact roles. These skills include:

• Customer centricity – evaluating how you communicate with and listen to customers.
• Process adherence – measuring your ability to follow processes.
• Navigation skills – measuring your ability to read, interpret and navigate through information.
• Documentation skills – measuring aspects like organisation, communication, and attention to detail.
• Typing skills – measuring typing speed and accuracy (including spelling).

When clicking the link to start your assessment, you will be presented with a practice question. This will help you get a feel for the format and what to expect. We also suggest that you look at the practice tests online. You can find the full practice test here: https://www.shl.com/shldirect/en/practice-tests/

• Sit somewhere quiet with no distractions
• Make sure you have a reliable internet connection
• Read the instructions carefully
• Utilise the practice tests first

If you pass Contact Centre Simulation test, you will then progress to a video interview stage. Should you be also successful at video interview, you will then progress to the final stage which is the hiring manager assessment.

Reach out to your recruiter if you would like feedback following the online testing stage. The recruiter will be able to share some information about your performance on the Contact Centre Simulation test.

If you experience any technical problems, you can either reach out to your recruiter or to our test supplier SHL. SHL can be contacted via this link: https://support.shl.com/categories.html?hl=en&c=10_91_12_ 

The interview will begin with a series of questions exploring the competencies and values critical to the role at Bupa. In the second half, you will be presented with a couple of scenarios of potential situations you might face in the role, and asked how you would handle them.

The values and competencies we will be measuring in this final interview are:

• Caring: Acting with Empathy and Respect
• Collaborate and Influence
• Ownership and Performance
• Development and Capability
• Risk Management and Compliance
• Customer Obsession

Below are some tips:

• Sit somewhere quiet with no distraction
• Make sure you have a reliable internet connection
• Test the technology before joining the interview
• Make a list of your examples that showcase the competencies and values listed above
• Some people find it useful to use the STAR technique when planning their answers:

1. Situation (10%)
2. Task (10%)
3. Action (60%)
4. Result (20%)

• Listen carefully to the question being asked and relate your responses to the question.
• Check out the careers page to help you prepare for your interview: https://bupacare2301.thirtythreelive.co.uk/our-roles/contact-centre
• Technical issues can happen – don’t worry if you temporarily lose connection. Explain the situation and apologise and continue.
• If you feel a question hasn’t gone as well as you had hoped. Draw a line under it and concentrate on the other questions.

Once you complete the final interview one of our recruiters will be in touch with next steps.

Reach out to your recruiter if you would like feedback following the final interview.

If you experience any technical problems, please reach out to your recruiter.