Customer Care Simulation

Hire the right person with the Customer Care Simulation to a candidate’s speed and accuracy at listening and entering information in a simulated call center environment.

The Customer Care Simulation test measures a candidate’s speed and accuracy at listening and entering information in a simulated call center environment. Within a test, two types of calls are simulated. The first type simulates a customer requesting information regarding products, and the second type simulates a customer ordering products. Candidates are provided with one practice call of each type, and four or eight calls of each type are scored as part of the Expanded version. Different actors are used in each call, and the accent of the caller is varied across calls.

What It’s Best Used For

• Hiring High-Volume Call Center Staff: Rapidly screening external applicants targeting front-line positions like Call Center Representatives and inbound customer service agents.
• Evaluating Multitasking and Data Entry Accuracy: Tracking precise metrics like “Gross Keystrokes Per Minute” and counting exact correct or incorrect fields to ensure agents can document interactions flawlessly without slowing down.
• Testing Diverse Active Listening Skills: Evaluating how well a candidate handles diverse voice profiles, as the simulation deliberately alternates between different actors and regional accents across calls.
• Differentiating Between Service Call Types: Gauging how efficiently an applicant can shift focus between informational customer inquiries (product questions) and transactional requests (product ordering).
• Unproctored Remote Pre-Screening: Administering secure, web-based trials for work-from-home operations before advancing prospective hires to formal interviews.
• Measuring Efficiency Metrics: Benchmarking on-the-job capacity by generating hard stats on an applicant’s “Calls Per Hour Rate,” total time taken, and the number of times they required the caller to repeat information.

Job Family/Title: Call Center Representative
Time Allowed: 10 minutes time limit (for timed tests)
Number of Sittings: One
Designed for Unproctored Environment: Yes
Question Format: Call Center
Product Category: Call Center

The Customer Care Simulation tests measures the following areas:

• Calls Per Hour Rate
• Number of Repeats
• Number of Correct Fields
• Number of Incorrect Fields
• Average Errors Per Call
• Gross Keystrokes Per Hour
• Gross Keystrokes Per Minute
• Time Taken