Contact Center Simulation Assessment Tool

Contact Center Simulation is a tryout, not a test. It places a candidate inside a compressed version of the job so they handle real call center scenarios under realistic conditions before a single offer is made. The simulation covers multiple situations and multiple abilities. It also serves as an honest job preview, so candidates experience what the work actually demands before they decide to accept the offer. By the time they finish, you know how to think, respond, and perform under conditions that mirror a day on the job.

Traditional assessments tell you what candidates say they can do. Our job simulations measure what they actually do.

We partner with global industry leaders to recreate the actual work candidates perform every day, ensuring every job simulation predicts real-world success:

• Content Validity – Built around the essential interactions and tasks employees perform
• Criterion Validity – Simulation scores proven to accurately predict on-the-job performance
• Transportability – Proven to predict success across organizations with similar roles

The result? Candidates who pass Contact Center Simulation have demonstrated the skills and decision-making associated with the top customer service performers in leading organizations, giving you confidence the assessment will predict success for your organization as well.

Hiring should be based on proof of performance, not promises. Employment Technologies’ multi-scenario, multi-ability Contact Center Simulation lets candidates perform realistic work while measuring skill, critical thinking, and behavior under pressure in a single experience. Employers receive job-related evidence before making the offer, and candidates receive an honest preview of the job. Our team of experts built the first commercial job simulations for companies like Ford Motor Company, The Coca-Cola Company, and Bank of America, and now bring that same expertise to work for you. Employment Technologies is the 5-Time HR Executive Product of the Year winner, with validation studies and documented client results behind every score.

It measures 3 things in a single sitting.

Skill: Can this candidate actually perform the work?

Critical Thinking: Can they learn quickly, process complex information, and solve problems in real time?

Behavior: How do they respond when the calls get hard?

Most vendors use 3 separate tools to get those answers. Contact Center Simulation captures all of them and then summarizes performance into specific competency scores and an overall prediction of job success.

Most organizations using our job simulations see:

• Faster time to productivity
• Lower turnover and re-hire costs
• Increased productivity and revenue
• Stronger alignment between recruiters, talent acquisition, and hiring managers
• 2–5X more likely to meet performance goals
• 3X ROI or higher

Yes. Turnover in contact centers typically runs between 40 and 45% annually, and a primary driver is expectation mismatch: candidates accept offers for jobs they did not fully understand and leave as soon as reality sets in. Contact Center Simulation addresses this directly. Candidates who complete the simulation either commit with full information or step aside on their own. Both outcomes cut the turnover you would otherwise pay for. Contact Center Simulation is proven to identify talent that consistently performs better and stays longer.

Yes. Each simulation produces comprehensive reports that map individual strengths and development areas across the competencies the job requires. Employers use these results to personalize onboarding, focus early coaching on specific gaps, and accelerate the ramp to full performance. This improves job readiness and reduces training time. For example, Simplex – Johnson Controls cut their training attrition in half and First National Bank of Omaha reduced Day 1 startup time to around 30 minutes because new hires arrived already understanding the work.

A realistic “test drive” of the job where candidates demonstrate their abilities instead of answering hypothetical questions. The experience is engaging and fair, with completion rates of over 90% – and 98% candidate satisfaction.

Yes. Our job simulations are rigorously designed and validated to meet the highest professional, legal, and ethical standards. Research shows they deliver higher validity, better candidate experience, reduced legal risk, and less adverse impact than traditional employment tests.

This job simulation is designed for contact centers, call centers, BPOs, in-house customer service, help desks, and other high-volume hiring environments – covering phone-based sales, service, support, and more.

Absolutely. The platform is designed for high-volume environments, enabling consistent evaluation across diverse applicant pools.

Yes. We designed our job simulations to integrate easily with today’s leading ATS and HRIS platforms. You can also access results through our Hire Confidence® Platform.

The fastest way to see the value is to experience it yourself. We’re so confident you’ll love it that we’re offering 10 free tests to try, share, or use with candidates. Click here to sign up for your free tests.