1. Test Purpose

Assess candidates' suitability for HR roles that involve customer support and interaction.

2. Test Scenario

Provide a fictional but realistic customer support scenario that candidates will navigate during the test.

3. Test Format

Describe the format of the simulation test, including the use of role-play, phone calls, email interactions, or chat-based scenarios.

4. Test Environment

Specify the test environment, whether it's conducted in person, virtually, or through an online platform.

5. Candidate Instructions

Outline specific instructions for candidates, including the scenario background, their role, and any information they should be aware of.

6. Test Duration

Specify the time allocated for the simulation, including any time limits for each phase of the scenario.

7. Evaluation Criteria

Define the criteria on which candidates will be evaluated, such as communication skills, problem-solving, empathy, and resolution effectiveness.

8. Scoring

Explain the scoring system, including how points will be awarded for each criterion and how the final score will be calculated.

9. Test Phases

Break down the simulation into phases or interactions that candidates must complete, including:

Phase 1: Initial Customer Interaction - Provide details on how candidates should respond to the initial customer query or issue.

Phase 2: Information Gathering - Describe how candidates should collect necessary information from the customer to better understand the problem.

Phase 3: Problem Resolution - Outline the steps candidates should take to resolve the customer's issue or provide appropriate assistance.

Phase 4: Follow-up and Closure - Explain how candidates should follow up with the customer to ensure satisfaction and provide any necessary closure.

10. Realism of Scenario

Emphasize the importance of candidates responding as if they were actually in an HR customer support role.

11. Post-Test Evaluation

Describe the process for evaluating candidates' performance, including scoring, feedback, and potential next steps in the hiring process.

12. Post-Test Evaluation

Provide any necessary resources, such as access to HR policies, guidelines, or company information that candidates may need during the simulation.

13. Test Administration

Explain how the test will be administered, whether through an assessment platform, in-person role-play, or a combination of methods.

14. Test Review

Detail the process for HR professionals or assessors to review and assess candidates' performance, including calibration sessions if multiple assessors are involved.

15. Conclusion

Summarize the purpose and importance of the HR Customer Support Role Simulation Test in evaluating candidates for customer-facing HR roles.