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Customer Service

Customer Service Agent Skills Assessment

Assessment Category

Customer Service

Customer Service Agent Skills Assessment

Assessment Details
Author
Vervoe
Questions
9
AudioTextVideo
Skills
3
Active ListeningCommunicationConflict Resolution
Use Assessment Template
Assessment Summary
Customer Service Agents are the front line of support for clients and customers of an organisation. They help ensure that customers are satisfied with products, services, and features and utilise exceptional communication skills to support customers with their queries, providing helpful information as well as responding to complaints. This assessment contains 9 questions that test the candidate’s ability to communicate effectively with customers in all forms, and how they go about resolving conflicts to ensure great service outcomes.
Skills tested in this assessment
The skills tested in this assessment for a Customer Service Agent include their ability to converse and interact with a diverse customer base, provide excellent customer service in various scenarios, and both their understanding of, and ability to deploy active listening in customer interactions. The questions should showcase their ability to nurture client interaction to ensure a delightful experience between customer and organisation. They will test candidates’ ability to effectively manage difficult customers, by retaining a calm, positive, empathetic, and professional attitude toward customers at all times.
What to test with this assessment
On completion, you can expect to learn what communication style and strategies the candidate may utilise in different situations, how they de-escalate conflicts to turn a frustrated customer into a delighted customer. You’ll get a sense of their personality and phone manner in the video & audio questions, along with their ability to always provide an excellent customer experience.
SKill Test

About the Customer Service Agent Skills Assessment

Want to hire the best Customer Service Agent to help your business? Use our expert Customer Service Agent skills test to hire the best person and never make another bad hire.

A Customer Service Agent is typically the first point of contact a customer will have with the business, and assist with any issues a customer may be facing. Their goal is to provide excellent service in an efficient manner, and work to satisfy any pain points that may arise for their customer base.  

This Customer Service Agent test assesses whether job candidates can successfully handle any challenges that they are faced with. This can include having strong communication and conflict resolution skills, as well as being an active listener. 

Candidates who perform well on this Customer Service Agent skills assessment will have all the technical skills to resolve any conflicts or issues that may arise in an efficient and effective manner. They will also have the required soft skills to effectively communicate with all internal and external stakeholders.

It is extremely important for every employee to have strong active listening skills. This will help them to follow directions effectively, and importantly it will help them to be a good team member. Being a good listener will ensure that the employee is able to accurately understand information that is communicated to them, and they will be able to participate in meaningful and strategic business conversations. A candidate with active listening skills will not only hear what someone is saying, but also deeply understand the entire message being communicated.
A candidate with strong conflict resolution skills will be able to peacefully find a solution to any dispute or issue that may arise in the workplace. They will be able to effectively negotiate with others and resolve the disagreement in a calm and professional manner.
People that have strong communication skills are able to receive and give information to others in both a verbal and written form. Being a strong communicator includes being able to effectively listen and speak to others, allowing candidates to work collaboratively with other team members.
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Vervoe skills assessments test a range of skills in one engaging, user-friendly flow. Unlock the hidden potential of candidates and remove unnecessary offline stages from your hiring process. Increase productivity and make decisions confidently with complete transparency around candidate scoring with data-rich profiles that make it simple to compare top performers.

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Customer Service Agent Online Test Sample Questions

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Question Type

Question

Communication

Question Type: Text

What is your preferred method of communication?
Question Type

Question

Conflict Resolution

Question Type: Audio

What would you do if a customer said you were taking too long to handle an issue?.
Question Type

Question

Active Listening

Question Type: Video

What tactics do you use to calm upset customers?

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Invite candidates to your assessment by email, or get them to apply by taking the assessment directly from your job ad, social post or careers page. Use an ATS? We have a growing suite of ready to use integrations.

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Results are displayed with overall scores and rank plus breakdowns of achievements for individual skills. Top performers are easy to spot with badges and trophies.

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In-depth report cards for each candidate including a breakdown of results and achievements for each skill along with full assessment responses.

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Frequently asked questions

Yes, all assessments are fully customizable meaning you can edit a word or two or delete the question and add your own. You can also customize correct answer samples to your exact business specifications.

We offer assessments for any stage of your hiring process.

Top of Funnel: Screen candidates at the top of the funnel with interactive multiple choice questions that include multi media choices. You’ll be able to test knowledge quickly and keep candidates engaged. Assessments are quick to complete ~20min

Mid Funnel: Combine a variety of question types like multiple choice with media, video responses to see how they communicate and a couple of presentation or spreadsheet questions to dig deeper into their technical knowledge. Assessments take ~40min to complete.

Bottom Funnel: A great opportunity to focus on a single outcome and test extensively with a more elaborate question and some documentation around the process. Assessments take ~ 1.5 hrs to complete.

You can completely customize an assessment for your brand including logo, colors and intro videos. You are also able to customize all of the candidate messaging so that it’s unique to your brand and business.

No, Vervoe assessments test for a range of both job specific hard skills and soft skills like communication or attention to detail. This means you’re testing a complete set of skills so you can be confident the candidate you hire not only has the skills to do the job but that culturally and behaviourally they’re the right fit for your business too.

We offer a range of interactive question types including code challenges, presentations, spreadsheets, document uploads, video, audio, multiple choice with media options and more. Each question type is a sample version of the real life tool. For example a code challenge is a snapshot of a live developer environment where a candidate can complete a specific task.
We have an extensive online help center with video and written tutorials to help you get up and running. Our friendly customer success team is also only a question away and can be contacted via our help center.
Yes, all skills assessment are customizable and can be created to simulate a job or task. This provides the ability to test a candidate on real-life skills and abilities required for the role. A unique combination of different types of questions can simulate how a candidate will perform in different scenarios.

Combining a detailed job description with a skills assessment can help to identify the specific skills and knowledge required for a job, and can streamline the candidate selection process. By writing a clear and concise job description, hiring managers can attract the right candidates for each role.

Vervoe's comprehensive recruitment guides provide a competency framework that maps out the core job-related skills and soft skills required for success in the role. A recruitment guide helps understand the hiring process of building the ideal candidate profile, writing an accurate job description based on skills, selecting the ideal candidate, interviewing top performers, and making a job offer.

Vervoe is the most sophisticated skill testing recruitment software on the market. It uses advanced machine learning to create tailored skills assessments that are instantly auto-gradable, allowing companies to test candidates for any skill, and automatically grade their response at any scale.

Vervoe’s automated AI-powered screening leads to 90% reduction in time to hire, and 67% fewer interviews per hire.

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