Some job categories are just hard to test for at scale, and customer service is one of them.
Reading a resume, and asking hypothetical questions in a job interview are average indicators of job performance, and difficult to meaningfully scale.
With hundreds — sometimes thousands — of roles to fill, organizations can default to screening candidates in ways that don’t showcase people’s talent well. Sometimes leaving great candidates with rejection letters, and organizations wondering how average workers slipped onto their payrolls.
But now there’s a new method to test candidates’ customer service skills in a way that’s a more accurate predictor of job performance, and easy to scale.
Introducing Vervoe’s new Customer Service Simulator.
Take your hiring to the next level by placing candidates in life-like customer support simulations and testing their ability to search for the right answers, and respond in real-time.
How it works
The Customer Service Simulator enables hirers to see candidates perform inside an immersive support center environment. You’ll get to see them shine as they manage, review, and respond to a range of real customer scenarios while working within time limits.
The tickets appear in a queue, just as they would be seen in a real support center environment.
So, what does the candidate see?
First, they’re invited to begin the Customer Service Simulation.
Clicking “Start Simulation” takes them straight to the simulator, which is modelled on a typical customer service (CS) platform such as ZenDesk. Pop-up instructions guide the candidate through the assessment process.
Support tickets
The ticket inbox shows customer requests (tickets) in a queue, just like a real support center environment.
Research
An extensive knowledge base enables hirers to test candidates’ attention to detail, comprehension, learning agility, and problem-solving.
Rich customer details add another layer that allows the candidates to research the right answer before choosing a response. They can access historical data, current status, and other important information about the customer.
Respond
After the candidate has reviewed the customer details and referred to the knowledge base, they can select a pre-written response from a number of available templates. This multiple-choice approach (rather than free-text answers) removes the need for time-consuming human reviews.
The response chosen will test the candidates’ approach, empathy, initiative, speed, and level of responsiveness.
Three customer-support scenarios
Vervoe has three pre-configured use cases across common customer-support scenarios: Retail, Tech Support, and Subscriptions and Services.
Customizable and BYO content
Hiring organizations will soon be able to upload their own content and knowledge bases to customize simulations that mirror their real-life customer service platforms.
Reporting
The Customer Service Simulator score is counted as one skill group within the assessment. The score they get for it is for all of the points they get for questions answered divided by the total number of questions in the simulator. The scorecard is broken down in the report card to show them what skills were tested per question and the individual score they received.
The future of hiring is here
Simulate what it’s really like to work in your customer service team to predict job performance and make great hiring decisions.
Find out more about Vervoe’s new Customer Service Simulator and start your free trial today.
