EASy Simulation on Demand for Agents is a web-delivered assessment that measures the key skills required for call center agent success. This highly realistic simulation gives applicants an opportunity to "test-drive" the call center agent job and to experience what it's like to operate a call center workstation. As part of the simulation, applicants handle a series of inbound calls from a variety of customers with real-life issues. These customers vary in attitude and demeanor — some customers are irate, others are confused, while others are calm. Applicants are required to answer customer calls, enter customer information, listen to customer issues, look up relevant information, identify effective responses, and summarize calls. Applicants must also demonstrate basic keyboard and navigation skills. Through this process, the simulation gives applicants a realistic preview of the call center agent job and gives you a realistic preview of the applicant.

• Unique question format gathers more data in less time
• Provides comprehensive results in less than an hour
• Accurately predicts job performance
• Reduces employee turnover
• Targets individual and group training needs
• Consistently ranked Best-in-Class by independent consulting firms

EASy Simulation on Demand for Agents measures seven critical skills required for high levels of performance in the call center agent position. These skills are:

• Ability to Learn and Apply Procedures
• Developing Customer Rapport
• Discovering Customer Needs
• Problem Solving and Responding to Customer Needs
• Sales Orientation
• Teamwork
• Multi-Tasking

EASy Simulation on Demand for Agents gives you the flexibility of providing on-site or remote testing. The simulation automatically provides applicants with all of the information they need to complete the assessment, including a realistic job preview, complete assessment instructions, and a practice opportunity. Once the applicant is finished, the simulation gives you immediate, 24/7 access to comprehensive, easy-to-interpret results. These results provide a prediction of each applicant's potential for success as well as valuable feedback on skill strengths and developmental needs.

• Call Center Agents
• Customer Service Representatives
• Reservation Agents

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