eSkill announces the release of Linea Sample, a work simulation that gives contact centers and BPOs a faster way to identify qualified customer-facing candidates like customer service and call center representatives. Linea Sample places candidates in realistic, virtual on-the-job scenarios so employers can assess performance before they make a hire.
Linea Sample is a work sample test, one of the strongest predictors of job performance. Work sample tests have traditionally been difficult to build and administer across large applicant pools. Linea Sample removes that barrier.
“We’re excited to introduce Linea Sample as a meaningful advancement in role-relevant talent assessment,” said Kristin Toms, VP of Product Strategy at eSkill. “Hiring managers have long needed better methods to evaluate interpersonal skills, judgment, and aptitude that traditional tests can’t fully capture. By moving beyond hypothetical questions to realistic work simulations, we’re helping employers gain clearer insight into candidate capabilities and role fit.”
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In Linea Sample, the candidate plays the customer-facing agent and an AI persona plays the customer. Each candidate gets a goal and a set of company rules to follow, such as applying a refund policy or escalating a disputed charge. Scoring on the skills that matter most to employers of customer service representatives, Linea Sample grades each candidate on four metrics: accuracy, problem solving, empathy, and communication. Two capable candidates can handle the same situation differently and both score well, because there is no single scripted path to follow.
For voice interactions, Linea Sample also gives each candidate a TOEIC and CEFR score based on their pronunciation and fluency. This gives hiring teams an objective view of spoken language proficiency alongside performance in the simulation.
Linea Sample expands eSkill’s suite of simulation-based assessments which include Excel, multitasking, and digital literacy. Linea Sample initially launches with scenarios built for in-house contact centers and BPOs serving verticals like healthcare, financial services, retail, utilities, and other high-touch industries. It will expand to include other customer-facing roles where human-to-human communication is essential.
SOURCE: eSkill
