The Chat-based Customer Service (Medical Appointments, Short Version) skills test is a fast, easy way to confirm whether a candidate can deliver customer service through an online chat interface. This assessment uses leading-edge natural language processing (NLP) technology to conduct a simulated live chat session with the candidate.

During the chat-based assessment, the candidate is first introduced to general chat guidelines, as well as a specific operating procedure for the expected type or types of interactions with customers. After this familiarization step is completed, the candidate then communicates with the customer via a simulated chat interface by reading customer messages and typing responses. The chat ends when the candidate has either completed the procedure or has demonstrated an inability to do so.

The test measures key chat-based service attributes such as response time, spelling, grammar, demonstration of empathy, rapport-building, use of negative expressions, and the ability to follow procedures. An overall score is produced as a weighted average of all of these measures. Additionally, results include the actual chat session so employers can evaluate the quality of the candidate responses directly if necessary.

This test is fully mobile ready and operates on most modern mobile devices.

Topics that are covered within the test include:

• Following Policies and Procedures
• Spelling and Grammar
• Rapport-Building and Empathy
• Use of Negative Expressions
• Average Response Time

Note that while this Chat-based Customer Service skills assessment is a useful and efficient instrument for confirming a base level of skill or knowledge about this important topic, it is not intended to pinpoint the exact level of candidate or skill. We recommend that skills tests, like this one, be used in parallel with other measurements, such as cognitive ability, job fit, and behavioral history. Each different type of test provides a valuable piece of information you can use when evaluating potential job performance.