We are currently in the process of creating a computer-based selection test for customer service positions throughout government agencies. This would include any position that has frontline interaction with the public (e.g., customer service representative, front desk positions, clerks, 311 center representative).
We anticipate that the computer-based test will be a job simulation that will include audio/video recordings of customer contacts with candidates indicating how they would handle the issues presented, using reference materials that would typically be available to them. The format of the test would be multiple-choice as well as data-entry.
This is where we need your help. We are currently conducting SME reviews of the scenarios that will appear on the test. We are asking that 1-2 Customer Service Representatives, and 1 First Line Supervisor from each agency complete a 20 minute survey in which they will give us feedback on 12 different scenarios. We would then like to have a short video meeting with the participants to get even more feedback on the test.
By participating in this development project, your agency will receive a discount off a future test order, and you'll gain stronger evidence to defend your testing practices. Complete the interest form today and we will keep you posted as the test development progresses.