How our test measures customer service skills
Test questions are designed to assess industry-specific technical skills, soft skills, aptitude and suitable personality dimensions. Our data-driven approach provides results that enable you to determine how suited is a candidate for the role.
Depending on the type of question, the format of the test may vary. Multiple-choice questions are used to measure aptitude, technical skills and soft skills, while agreement on a Likert scale assesses suitable personality dimensions. Skills tests ensure that candidates are being evaluated in a precise and impartial manner, their results demonstrating the true knowledge and potential of each test taker.
The characteristics required to become a customer service professional were determined by looking at the skills and abilities listed in the US Department of Labor’s O*NET database, which collects data from professionals in various fields.
O*NET is the largest database of its kind, providing detailed information about occupations and the requirements for each role.
Our team of I/O psychologists and psychometrics worked closely with subject-matter experts to create an extensive question bank that can be used to test multiple candidates. We also conducted rigorous field testing with a representative sample of candidates to ensure that the questions were reliable and valid.
Test scores are averaged together to give an overall score. The average score is compared to other candidates' scores to ensure there is no bias toward certain candidates.
Our customer service test is constantly updated and optimized to ensure the best experience and results.