New simulation-based hiring tool allows employers to see how candidates perform in real-world customer situations before making a hire.
Employment Technologies, a global leader in simulation-based pre-employment assessments, today announced the launch of Contact Center Simulation, a new hiring tool that allows employers to evaluate how candidates perform in realistic customer service scenarios before making a hiring decision.
Contact Center Simulation recreates authentic “day-in-the-life” customer service experiences, giving candidates the opportunity to demonstrate how they think, communicate, and solve problems under pressure.
“Contact centers have long struggled to predict which candidates will truly succeed once they start interacting with customers,” said Joe LaTorre, Director of Innovation at Employment Technologies. “Our Contact Center Simulation replicates the realities of the job, enabling us to predict job success with scientific precision. It’s the closest thing to seeing a candidate on the job before you hire them.”
Demand for effective contact center employees remains strong. According to the financial industry’s Raddon Report, more than 90% of consumers still prefer speaking with a live representative rather than interacting with an automated system.
And the need for a performance-based approach to hiring is increasingly important as AI makes it easier for candidates to polish resumes, prepare for interviews, and present themselves in the best possible light. When candidates can all look great on paper, demonstrated performance becomes the differentiator.
During the simulation, candidates navigate realistic customer situations that mirror common workplace challenges. Their results are immediately available, providing employers with powerful insights into key job behaviors such as:
- Problem-solving and task execution
- Customer engagement and service capability
- Emotional regulation under pressure
- Learning agility and adaptability
These insights help organizations identify candidates most likely to deliver strong customer experiences while reducing costly turnover.
The simulation is designed for phone-based customer service roles, such as:
- Contact Center Representative, Call Center Representative
- Contact Center Agents, Call Center Agents
- Member Services Representative (MSRs) Customer Service Reps (CSR)
- Customer Care Reps, Customer Care Associate, Customer Care Specialist
- Customer Support Associate, Client Support Rep
The insights generated by Contact Center Simulation can also extend beyond hiring. Employers can use results to support targeted onboarding, training optimization, performance coaching and workforce planning, helping organizations make better use of assessment data throughout the employee lifecycle.
Designed for today’s candidates, Contact Center Simulation can be completed anytime, anywhere, on any smart device – expanding access to a broader pool of top talent.
Particularly well suited for high-volume hiring, the simulation enables organizations to evaluate large and diverse applicant pools consistently and efficiently. The solution is designed to integrate easily with leading Applicant Tracking Systems (ATS) and Human Resources Information Systems (HRIS), with simulation results also available through Employment Technologies’ Hire Confidence® Platform.
Employers can try the new Contact Center Simulation free for 14 days by clicking here or calling 888-332-0648.
About Employment Technologies
Employment Technologies is the pioneer and leading developer of job simulations and immersive hiring tools for a variety of industries including financial services, contact centers, insurance, healthcare, and workforce development. The company’s innovation solutions have been nationally recognized as “Top HR Product of the Year” five times by Human Resource Executive, the industry’s premier trade publication for HR management. Visit https://employmenttechnologies.com to learn more.