The Customer Care Simulation Assessment shows you how a candidate handles real customer situations before you hire them. It places applicants inside scenarios with distractions, competing priorities, and real-time decisions, so their responses reflect how they will actually perform on the job.
It mirrors the pace and pressure of an actual call center shift. You get to see who stays calm, who follows directions, and who is ready to represent your company on day one.
EmployTest helps you scale hiring at your own pace with pay-per-test block pricing and no long-term contracts.
A call center simulation test puts candidates through realistic phone and chat scenarios that mirror a real shift. Applicants respond to upset callers, juggle multiple requests, and follow company procedures in real time.
This approach shows you how someone performs under pressure. A candidate might describe themselves as patient and organized in an interview, and a live scenario puts that description to the test.
Employers use these simulations to score every candidate on the same scale, using consistent categories instead of a gut feeling. For a closer look at the skills these tests measure, see this customer service skills test guide.
This simulation scores candidates across five areas that matter most in a customer-facing position:
Customer Service – how well they build rapport, show empathy, and communicate with a caller.
Adherence – how closely they follow policies and procedures and provide accurate information.
Multitasking – how they manage distractions while pulling up the right information.
Keyboarding – how fast and accurately they enter data during a live interaction.
Call Management – how efficiently they handle the time spent on each customer scenario.
After the test finishes, you get the full score report sent straight to your inbox.
Overall Fit Rating: each candidate lands in a Low Fit, Moderate Fit, or High Fit range based on total score.
Competency Scores: individual scores for Customer Service, Adherence, Multitasking, Keyboarding, and Call Management.
Visual Score Bars: color-coded bars show where a candidate lands within each range, so strengths and gaps are easy to spot.
A poor customer service hire costs more than a wasted paycheck. The Society for Human Resource Management (SHRM) reports that replacing a bad hire can cost half to twice their annual salary once you count lost productivity, retraining, and the search for a replacement.
For customer-facing positions, the damage often goes further. One frustrated caller can turn into a lost customer, and a pattern of weak interactions can hurt your reputation quickly.
A simulation test gives you real evidence before you hire, based on how a candidate performs under pressure. Read more in the true cost of poor customer service.
This assessment works well for any position where someone represents your company on the phone, in chat, or over email. That includes:
The U.S. Bureau of Labor Statistics projects about 341,700 customer service openings each year, so getting the hiring process right matters for both performance and turnover.
A simulation score report is useful past the hiring decision. Because it breaks results into five competency scores, a manager can use it as a coaching reference during a new employee’s first weeks on the job.
A lower Adherence score, for example, tells a supervisor exactly where to focus early training and shadowing.
This turns one test into ongoing value: a hiring tool during recruitment, and a training reference well after the position is filled.
This test works well for high-volume customer service positions where quick thinking, patience, and multitasking make the biggest difference on the job.
No. It’s a timed simulation with interactive decision-making. Candidates respond to live scenarios instead of picking from a list of answers.
Sign in to your dashboard, choose the Customer Care Simulation Assessment, and send candidates a link by email. Results come back automatically once they finish.
Every score report gives you an Overall Fit Rating plus a breakdown across five competency areas, so you can compare candidates on the same scale.
Yes. Many employers pair it with a Cognitive Ability Test or an Attention to Detail Test for a fuller picture of how a candidate thinks and performs under pressure.
Pricing is simple and flexible as your needs change. Each test completed uses one test credit. (See pricing for credits)
Yes, just visit Try for Free to provide your information and we’ll send a free sample of the test you request.
