Vervoe has long led the way in creating assessments that replicate real on-the-job tasks. As the market continues to evolve and more providers shift their focus to assessment content and testing methods, we’re proud to continue innovating.
The Customer Support (CS) Simulation is the first of a new suite of advanced question types that will roll out over the next 12 months. Designed to simulate a real support centre environment, this simulation allows you to see how candidates perform in practical, role-specific scenarios—directly within Vervoe’s platform.
What Is the CS Simulation?
The CS Simulation is a new question type that sits within an assessment as a skill group. It replicates the experience of using a help desk tool, offering a controlled, immersive environment where candidates manage customer requests.
Candidates are placed inside a virtual support centre where they:
- Review support tickets
- Access a knowledge base
- View customer profiles
- Choose the best responses to each inquiry
This approach provides a realistic preview of how candidates will perform in a real-world support role, helping you make confident hiring decisions.
Use Cases
The simulation currently supports three key customer support environments:
- Retail / eCommerce
- IT Help Desk
- Subscription / SaaS Product
Each use case contains 15 scenario-based tickets that test a mix of critical skills, such as:
- Attention to detail
- Empathy
- Reading comprehension
- Initiative
- Decision-making
- Problem-solving
- Influence
- Learning agility
How It Works
When candidates reach the simulation question, they’re prompted to click Start to begin. They’ll first be given a brief guided tour to introduce key features:
- Customer tickets: A list of incoming support requests
- Knowledge base: Organised by topic (e.g., “Refunds,” “Billing”)
- Customer profile: Order history, shipping info, and more
- Response options: Multiple-choice format with one selectable answer
The simulation is timed—candidates have 10 minutes to work through as many tickets as they can. Each response is scored on a 0–10 scale, and scores are averaged to produce a final skill group result.
Simulator Sections Explained
Knowledge Base
Relevant articles are grouped into categories such as “Complaint Handling,” “Exchanges and Refunds,” and “Billing and Pricing.” Candidates must search and apply the correct information—just like they would in a live support environment.
Customer Profile
Each ticket is linked to a detailed customer profile. For example, if a customer asks about a delayed delivery, candidates must check order status before responding. This tests their ability to interpret data and resolve issues accurately.
Candidate Report Card
Once complete, results for the CS Simulation appear under the ‘CS Simulation’ skill group in the candidate’s report card. You’ll see:
- Overall score (average of responses)
- Breakdown by ticket
- Sub-skills assessed for each question
This granular insight allows you to evaluate performance across multiple soft and technical skills.
Watch It in Action
Curious to see how it all works? Check out the demo video here.