A call center agent work sample test built from your own cases
See how an applicant handles a customer-service situation before you make the hiring decision. Calavion prepares written exercises with your team and provides a fictional text-only call with fixed customer messages. You read the actions and messages in Replay and decide what the work shows.
Request a demoWhat is a call center agent work sample test?
A work sample gives an applicant a piece of the job to handle. For customer-service work, that can mean checking a record, applying a policy, replying to a customer or handing over an unresolved problem.
Calavion records the work inside the exercise. Your team can examine what the applicant did and use it in the follow-up interview.
What your team can use
Written customer-service exercises
Start from a refund request, billing dispute, angry escalation, account access, decline within policy, delivery problem, inherited promise or ticket queue.
These eight starting cases contain fictional examples. Our staff work with you to prepare the exercise around the situation and rules your team wants applicants to handle. Your company reviews and approves the version before applicants enter.
A fictional text-only call
The applicant types a reply and can leave an internal note. Three customer messages arrive on a fixed script a few seconds apart. They do not change in response to what the applicant writes. The exercise is text-only, and a person reads the applicant’s wording.
How it works
Bring one customer-service situation
Choose a situation your team has handled. Tell us what the applicant should have to investigate, which actions they can take and which policy limits matter.
Review and approve the exercise
Our staff prepare the written exercise with you. Your team checks the records, rules and scripted messages, works with us to remove or mask sensitive details, and approves the version applicants will use. Calavion works from the script and exercise material your company approves.
Let applicants handle the work
Applicants investigate the information and use the actions available in that exercise. In written customer-service cases, they write messages and act on the case. In the fictional text-only call, they type a reply and can leave an internal note while customer messages arrive on a fixed schedule, independently of what they write.
Read what happened in Replay
Read the applicant’s messages and actions in order, alongside the exercise’s recorded responses. Inspect changes and unfinished work where the exercise records them. The call Replay view also shows the recorded call sequence.
Make your own decision
Your team reads the evidence against its own expectations and discusses the work with the applicant. People decide how to interpret it and whether to proceed.
Calavion does not currently produce automatic scores, applicant rankings or hiring decisions.
Example: two charges for one delivery
A fictional customer raises a question about two charges for the same delivery. The applicant types a reply and can leave an internal note. The customer’s three messages arrive a few seconds apart, regardless of the applicant’s reply.
Replay shows the recorded messages, the applicant’s reply and their internal note. A person reads what the applicant wrote and discusses any promises or follow-up with them.
Common questions
Is the call example spoken?
The call example is text-only. The applicant types a reply and can leave an internal note. Customer messages arrive on a fixed script a few seconds apart and do not change with the applicant’s wording. A person reads the reply and note.
Can we use a situation from our own team?
Yes. Our staff prepare a written exercise with you from a situation your team has handled. You review its assumptions, rules and messages and approve the version before inviting applicants.
Does this replace the interview?
Use the recorded work to inform the interview. Ask about what the applicant checked, said, changed or left unfinished.
Explore related work
See the customer service work sample test, the hotel reservation agent work sample test, the recruiter work sample test, the account manager work sample test, the sales representative work sample test, the e-commerce customer support work sample test, the customer success manager work sample test, the technical support work sample test, how Replay works, what real-work hiring is and all roles.
Further reading: Customer service hiring: a handled case vs interview questions, The cancellation that never happened (sample environment) and What we tell applicants before they start. Role family: Customer support and success roles.
For the full method comparison, read work samples, job simulations, take-homes and real-work hiring.
Bring one customer-service situation.
Tell us about the role and a situation your team has handled. We will discuss how it could become a written exercise and show you how Replay records the work.