Each test runs for 45 minutes and consists of a series of simulated calls from customers to agents at an imaginary company. Potential employees answer these calls, which they hear from their headsets or PC speakers, by choosing from four possible responses, as shown here.
Agents rate each response before continuing to the customer's next request.
Besides listening to simulated calls, applicants enter customers' account numbers or names. Applicants look up databases that contain information about customers' account histories and the imaginary company's products and services. Each time the customer stops speaking, the test prompts the applicant to rate each hypothetical response until the next incoming call arrives. At no point can the applicant pause or halt the test. If the applicant doesn't complete the test within 45 minutes, the unanswered questions count against the applicant's final score.