Customer Service Simulations
See how well candidates perform in a real support center
With Vervoe’s customer service simulation tests, you can make hiring decisions based on actual performance, not background.
How Vervoe’s customer service simulations work
Support center customer profiles
The customer service simulator is based on relevant support center profiles and potential complaints that the candidate has to tackle within a specified time limit. This assesses effective customer support skills like time management, people management, communication, and problem-solving.
Custom candidate assessment
With Vervoe, you can develop a customer support scenario with situation-based questions and pre-written responses to evaluate how well a candidate can handle any issues that arise on the job. This ensures more comprehensive testing and even better engagement.
In-depth analyses
At the end of your assessment, Vervoe uses AI to grade and rank candidates based on their performance automatically. Our system highlights their demonstrated strengths and makes it easy to spot top performers at a glance.
Hire top talent
With insights from the assessment analyses, you can make your next hiring decision objectively, based on proven skill, rather than just words. This way, you can prevent costly hiring mistakes, prevent unconscious bias and improve the overall quality of your recruitment with ease.
Take your hiring to the next level with Vervoe
Real customer scenarios
Accurately predict real job performance
Get a hands-on preview of how well a candidate can perform inside a support center simulation with real customer scenarios, tickets, and time limits. This way, you can predict how the candidate will handle the role when hired, even before you make a decision.
CANDIDATE ENGAGEMENT
Boost motivation and reduce turnover
Keep candidates engaged inside the virtual support center with real customer scenarios, tickets, and time limits. An extensive knowledge base and rich customer profiles allow them to research the right answer before choosing a response.
Preconfigured
Test multiple scenarios
The simulation supports testing across 3 core use cases:
- Retail / eCommerce
- Tech support
- Subscription and service-based products
Content across the tickets and knowledge base is completely responsive to these scenarios.
COMPREHENSIVE TALENT ANALYSES
Analyze beyond technical skills
Our customer service simulator tests a range of both hard and soft skills related to success in customer service, including: attention to detail, empathy, initiative, reading comprehension, learning agility, decision making, problem-solving, and influence.
ERADICATE BIAS
Test your own scenarios, bias-free
With Vervoe’s bespoke customization options, you can set up your own scenarios complete with brand colors, logos, and even personalized customer support issues specific to your company. This allows for more comprehensive screening in a simulated environment based on your company’s values and standards.
EFFECTIVE ANTI-CHEATING TOOLS
Take cheating out of the equation
For an added layer of accuracy, all of Vervoe’s assessments come with non-invasive, yet extensive anti-cheating measures that ensure the results of each test properly show the extent of the candidate's skills. To ensure this, our assessments and job simulations come with randomized questions, time limits, geolocation detection, and plagiarism checks to reduce the risk of cheating.
Trusted by companies of all sizes
Whether you’re a startup or an enterprise, Vervoe has a solution for you. Check out what our clients have to say:
“Our ability to hire and talk to higher-quality candidates faster has been a game changer for us. Instead of taking four to five days in a stage, once the candidate completes our Vervoe assessment, they can be automatically moved to an interview. Seeing an improvement in the quality of our hires has been worth the investment."
FAQS
Frequently asked questions
A customer service simulation is an assessment tool that evaluates candidates’ real-world customer service skills by simulating actual customer support scenarios. Ideally, it helps employers see how candidates perform on the job before they’re hired.
With our customer service simulations, candidates go through a series of immersive, role-specific scenarios. In this process, the simulation mimics customer interactions like handling complaints, resolving issues, and providing product guidance. Then, Vervoe’s AI automatically scores their responses and provides a detailed report for the recruiter.
The simulation is ideal for large companies and businesses hiring customer service representatives, call center agents, retail and hospitality staff, and employees who directly interact with clients.
Vervoe’s customer service simulation is designed to evaluate critical customer service skills, such as problem-solving, empathy, attention to detail, communication, product knowledge application, and problem-solving.
Vervoe’s simulations typically include a range of realistic situations such as handling customer complaints, providing technical support, processing returns or refunds, and answering product or service inquiries.
Traditional assessments often involve generic quizzes, manual reviews, and interviews, as well as resume screening. Vervoe’s simulation, in contrast, tests how candidates respond in real-time, not just what they know. It also focuses on job performance, not just resumes or self-reported skills, and it uses AI to remove bias and provide objective scoring. This, in turn, reduces time-to-hire by automating skill evaluations at scale.
Vervoe’s AI evaluates responses using advanced machine learning and predefined success criteria – all defined by you so there is nothing you don’t know about. It scores based on relevance, tone, problem-solving logic, and customer-centric behavior, removing the need for manual evaluation by recruiters.
Yes. While AI handles the initial scoring, recruiters or hiring managers can still review candidate responses, view score breakdowns, and assess each candidate’s core strengths.
