Test Purpose
| Assess candidates' suitability for HR roles that involve customer support and interaction. |
Test Scenario
| Provide a fictional but realistic customer support scenario that candidates will navigate during the test. |
Test Format
| Describe the format of the simulation test, including the use of role-play, phone calls, email interactions, or chat-based scenarios. |
Test Environment
| Specify the test environment, whether it's conducted in person, virtually, or through an online platform. |
Candidate Instructions
| Outline specific instructions for candidates, including the scenario background, their role, and any information they should be aware of. |
Test Duration
| Specify the time allocated for the simulation, including any time limits for each phase of the scenario. |
Evaluation Criteria
| Define the criteria on which candidates will be evaluated, such as communication skills, problem-solving, empathy, and resolution effectiveness. |
Scoring
| Explain the scoring system, including how points will be awarded for each criterion and how the final score will be calculated. |
Test Phases
| Break down the simulation into phases or interactions that candidates must complete, including: |
Phase 1: Initial Customer Interaction - Provide details on how candidates should respond to the initial customer query or issue. |
Phase 2: Information Gathering - Describe how candidates should collect necessary information from the customer to better understand the problem. |
Phase 3: Problem Resolution - Outline the steps candidates should take to resolve the customer's issue or provide appropriate assistance. |
Phase 4: Follow-up and Closure - Explain how candidates should follow up with the customer to ensure satisfaction and provide any necessary closure. |
Realism of Scenario
| Emphasize the importance of candidates responding as if they were actually in an HR customer support role. |
Post-Test Evaluation
| Describe the process for evaluating candidates' performance, including scoring, feedback, and potential next steps in the hiring process. |
Post-Test Evaluation
| Provide any necessary resources, such as access to HR policies, guidelines, or company information that candidates may need during the simulation. |
Test Administration
| Explain how the test will be administered, whether through an assessment platform, in-person role-play, or a combination of methods. |
Test Review
| Detail the process for HR professionals or assessors to review and assess candidates' performance, including calibration sessions if multiple assessors are involved. |
Conclusion
| Summarize the purpose and importance of the HR Customer Support Role Simulation Test in evaluating candidates for customer-facing HR roles. |
