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CX Agent Skills Assessment

Assessment Category

Customer Service

CX Agent Skills Assessment

Assessment Details
Author
Vervoe
Questions
9
AudioText
Skills
3
Active ListeningAttention To DetailOrganization
Use Assessment Template
Assessment Summary
A CX Agent, or customer experience specialist, are responsible for keeping track of multiple stages of the customer journey, interacting with customers across differing channels/platforms, and coordinating with internal stakeholders to ensure a smooth customer experience. They listen to and take on customer feedback, liaise with clients (via email and phone) collect data around processes, and liaise internally to continually work on and improve company processes. This assessment contains 9 questions that test the candidate’s organization skills, ability to actively listen to client needs and feedback, and their attention to detail.
Skills tested in this assessment
The skills tested in this assessment for a CX Agent include their ability to build rapport and communicate with customers, and active listen to client queries. You will get a gauge of their organisation skills, as well as their attention to detail and ability to liaise with internal stakeholders to ensure smooth client experiences.
What to test with this assessment
You can expect to learn whether the candidate can be relied upon to communicate effectively with customers, and actively listen. You’ll get a sense of their personality and charisma in the video questions, along with their ability to be organised and fulfil the day to day responsibilities of a CX role. You will see their attention to detail and ability to adapt to internal and external interactions/client needs.

About the CX Agent Skills Assessment

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

A CX Agent works primarily to gather and analyse customer feedback across the customer journey to improve these processes ongoing into the future. 

This CX Agent test assesses whether job candidates can successfully work with multiple stakeholders to understand and improve the customer service experience.  This can include having strong organization and attention to detail skills, as well as their ability to actively listen to others. 

Candidates who perform well on this CX Agent skills assessment will have all the technical skills to be meticulous in their work and pay close attention to details. They will also have the required soft skills to effectively listen to others to collect feedback and make successful changes.

People that have strong organizational skills are able to manage and keep track of many different activities on a daily basis. They are able to effectively plan and complete tasks and projects, and co-ordinate activities in a systematic way.
Attention to detail refers to the ability to diligently and thoroughly check over any work to make sure it is accurate and free of mistakes and errors. This is an important skill as it shows that the candidate is willing to spend time to ensure their work is consistent, detailed and correct.
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.
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LEADING SKILLS ASSESSMENTS

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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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CX Agent Online Test Sample Questions

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Question Type

Question

Active Listening

Question Type: Audio

You are on a call with a client, who has told you they have had issues with the last CX rep they dealt with, as they are always late to meetings, and consistently drop the ball/don't resolve their queries. In a short audio, please record your response to this customer.
Question Type

Question

Organization

Question Type: Text

You have just noticed a customer has sent in a question to your company's service inbox, but it has been sitting in the email unanswered for 3 days - it seems like no one has seen their request/it has slipped through. You want to help but you don't know the answer to their query, and you have 4 customers in your queue for actioning. How would you proceed?
Question Type

Question

Attention to Detail

Question Type: Audio

You are speaking with a customer trying to resolve their issue but the system is going very slowly. Please record 3-5 questions you would ask them to build rapport on the phone.

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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.

Complete skill profile

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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“It eliminated bias, and we saw a huge improvement straight away. Candidates were now being assessed purely on their skills”

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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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