A Flawless Campaign — Call Center Candidate Screen
Candidate Info
1) Typing Speed + Accuracy (30 pts)
Sample text (click to view)
Thank you for calling. My name is Alex. I’m here to help. I will review your account and provide the next best step. If we get disconnected, I’ll call you right back at the number we have on file. Does that still work for you?
2) Policy & Judgment (25 pts)
J1. A caller is furious about a billing error and demands a refund “right now.” Policy requires verification + case notes before adjustments. Best first move?
J2. The caller can’t pass identity verification but asks for order status. Best response?
J3. You resolve the issue. What’s the final step before ending?
J4. Customer provides card info out loud. What do you do?
J5. A known outage is causing long wait times. Best proactive step?
3) Empathy Language (20 pts)
E1. “I’ve called three times and no one helped.”
E2. “This fee feels sneaky.”
E3. “I’m on a deadline.”
4) Attention to Detail (15 pts)
Ticket: Order #AFC-94731
Customer: Maria Chen • Email: m.chen+vip@example.com
Order date: 2025-07-22 • Ship method: Expedited
Issue: “Received the wrong color. Please resend in Graphite.”
5) Reading Comprehension (10 pts)
Our policy allows replacements within 30 days of delivery for defective or incorrect items. Shipping upgrades are available for a fee unless the error is on our side, in which case we cover the cost. Customers receive a confirmation email with a case number after we create a ticket.
R1. If we shipped the wrong item, who pays for the shipping upgrade?
R2. When does a customer get the case number?
R3. Replacement window length?