Roy distributed to the managers “Individual Test Profile” & “Virtual Customer Simulation – Service” handouts and informed that the Customer Service Skills Assessment video previously used to test candidates is outdated. He, Denyvetta and Kay viewed new software found on the Employment Technologies Corporation’s website called, “Virtual Customer Service.” They were all impressed with the online test and in agreement to purchase the software.
A link to the test is set up for employees and candidates to take the test online. Roy will forward this link along with the “Individual Test Profile” link to the managers by the end of the week. He indicated that scores are not used against employees or put in the employee file. The company would like to gain knowledge of where new candidates should fall by testing all current circulation clerks to get a baseline average score. Managers agreed that all clerks test by the end of August. Roy will receive a baseline score on MLS as a whole. The managers viewed segments of the video test.
