SimulationPOP™ (SIM #7565UYNKPO8L for REPORT SAMPLE on November 22, 2019)Page 1 

Candidate Information 
Name: REPORT SAMPLE  |  Telephone: 4167460444  |  Email Address: [email protected] 
Address: 
Desired Location: *Sample Report

Results 

SimulationPOP™

This report provides an overall assessment of the candidate's suitability to perform the necessary skills for a contact center position. It measures the candidate's level of Computer Literacy, Cognitive Skills and Customer Focus that are normally required in the role.

Overall Score
An average of Computer Literacy, Cognitive Skills and Customer Focus.



3.22


Computer Literacy
An evaluation of computer literacy based on the simulation exercise.

An average of Computer Navigation and Keyboarding.
Cognitive Skills
An evaluation of cognitive abilities based on the simulation exercise.

An average of Basic Mathematics, Reading and Comprehension and Problem Solving.
Customer Focus
An evaluation of customer service essentials based on the simulation exercise.

An average of Listening and Comprehension, Memory and Attention to Detail and Business Development.

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 SimulationPOP™ (SIM #7565UYNKPO8L for REPORT SAMPLE on November 22, 2019)Page 2 

Results 
Computer Literacy
An evaluation of computer literacy based on the simulation exercise.
Computer Navigation
The simulation contains a number of situations where the candidate must demonstrate computer proficiency in order to proceed. These instances are scored independently and they are listed below.

This skill is measured by:
Information confirmed and entered accurately: 3/3
Utilized multiple windows: 5/5
Cut and paste information: Yes
Create and send emails: Yes
Used a calculator: Yes

Time taken on this competency (mm:ss):    2:27
Keyboarding
The simulation is designed to test keyboarding in a real time environment.

There is sense of operating under pressure as a running time clock is presented throughout the simulation and it is highly visible to the candidate.

There is a clear keyboarding exercise where the skills are measured as follows:

Speed and accuracy when entering information using computer keyboard
(WPM=33 ; Accuracy=96%; #Errors=1; NWPM=31)

Time taken on this competency (mm:ss):    2:36

Total time taken on the Simulation (mm:ss):    15:44 

©2008-2019 Selection Testing Consultants Inc.
 
 SimulationPOP™ (SIM #7565UYNKPO8L for REPORT SAMPLE on November 22, 2019)Page 3 

Results 
Cognitive Skills
An evaluation of cognitive abilities based on the simulation exercise.
Basic Mathematics
There are number of math exercises in the simulation. Throughout the assessment, the candidate is tested on basic math computations and the time taken to complete them is measured and reported below.

This skill is measured by:
Perform basic subtraction: No
Apply percentages to numbers: Yes
Apply basic math to customer's inquiry: No
 
Total #correct: 1/3
 
Time taken on this competency (mm:ss): 1:07
Reading and Comprehension
The candidate must read and understand written information and utilize appropriate material from the database. The candidate's ability to navigate this database and retrieve specific information related to the customer's situation is a key skill. This ability is timed to measure how quickly the candidate can find and deliver this information accurately.

This skill is measured by:
Understand customer issues: No
Review products in database: No
Identify customer information: Yes
 
Time taken on this competency (mm:ss): 0:15
Problem Solving
The simulation assesses candidates on how quickly they can identify and solve the client´┐Żs issues on the call. Candidates are faced with retrieving information from the database and selecting the best solutions within the shortest amount of time.

This skill is measured by:
Identify billing issue: No
Correct billing issue: Yes
 
Time taken on this competency (mm:ss): 1:09

©2008-2019 Selection Testing Consultants Inc.
 
 SimulationPOP™ (SIM #7565UYNKPO8L for REPORT SAMPLE on November 22, 2019)Page 4 

Results 
Customer Focus
An evaluation of customer service essentials based on the simulation exercise.
Listening and Comprehension
The simulation assesses how well the candidate listens to the customer and understands his needs.

This skill is measured by:
Identify the customer's contact information: Yes
Identify appropriate products for the customer's needs: No
 
Time taken on this competency (mm:ss): 1:03
 
Memory and Attention to Detail
The simulation measures the candidate's responses based on the retention of information and recognition of specific details throughout the customer interaction.

This skill is measured by:

There is a scenario where the candidate has to identify any incorrect words in a paragraph that summarizes the interaction with the customer.
Clicked on correct words: 5/8
Clicked on incorrect words: 0/51

The candidate must enter any additional information from the call that was missed in order to properly document the conversation. Several key words are required to achieve a higher score in this area:

Missing words Identified: 1/7

Identifies client name:
 
Yes
Identifies date: No
Retrieves information from database: Yes
 
Time taken on this competency (mm:ss): 1:08
 
Business Development
The simulation assesses candidates based on their comfort level in a sales opportunity. Some skills measured include identifying selling opportunities and handling objections.

This skill is measured by:
Identifies selling opportunity at first occasion: No
Identifies best sales closing statement: Yes
Comfort with persistent sales: No
Follows business practices: Yes
 
Time taken on this competency (mm:ss): 1:24

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