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Customer Service Representative Test Project

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. In order to create a useful test, we need agencies to participate in the test development process. The two remaining steps in the development of this test are described below. Important Note: Agencies may participate in one or both of the remaining phases.

Develop Test Content (current phase of development): In this phase, job incumbents, their supervisors and other staff (training staff, etc.) are needed to review the content of the test once it has been developed.
Validation Study: This phase has two steps.
  1. The first step is the administration of the computer-based test to job incumbents, which will take approximately two hours.
  2. The second step requires incumbents' supervisors to evaluate the job performance of those tested. The computer-based evaluation form should take approximately 10 minutes to complete per incumbent.

By participating in this develpment project your agency will receive a discount of 25-55% off a future test order, and you'll gain stronger evidence to defend your testing practices. Review the benefits of participation and then fill out the interest form to start participating today!

If you have further questions feel free to contact our Research Associate, Julia Hind-Smith.