AGENT ASSESSMENT · 2026 · v3.2

MAKE
PEACE WITH
CUSTOMERS

You're applying to join a team of elite customer service agents. This assessment will measure your English, technical setup, and how you handle real customer scenarios.

Total Time

60min

Sections

8steps

Recordings

7voice

Video

1required

⚠ Before you start

Once you click START, a 60-minute timer begins:

Working microphone + stable internet required
Close all other tabs — we track tab-switching
Copy/paste is disabled in ALL text answers
AI tools like ChatGPT will be obvious — we can tell
Find a quiet space — this is a live listening test
You'll need to record a short video of yourself

STEP 01 / 08

MIC CHECK

Test your microphone before we begin.

CLICK BELOW TO GRANT MIC ACCESS

01 / 08

STEP 02 / 08

THE BASICS

Tell us who you are and show us your setup.

Full Name *

Email Address *

Location (City, Country) *

Upload CV / Resume *

↑

DROP FILE OR CLICK TO UPLOAD

PDF only — max 10 MB

Current Equipment *

Laptop/PC + 2nd monitor + headset Laptop/PC + headset Laptop/PC only, no headset

Upload Photo of Your Setup *

📷

UPLOAD A PHOTO

JPG, PNG, or PDF — max 10 MB

Internet Speed *

Test at speed.cloudflare.com

Under 25 Mbps Basic: 25 Mbps+ Intermediate: 50 Mbps+ Fiber: 60 Mbps+

Upload Speed Test Screenshot *

UPLOAD SCREENSHOT

JPG, PNG, or PDF — max 10 MB

Ethernet cable? *

Yes No

Salary Expectation (USD monthly) *

Preferred Hours *

Part time (4–6 hours) Full time (9 hours, 1hr lunch)

Availability *

Immediate 1–2 weeks notice 1 month notice

Years of CS Experience *

Previous CRM / Call Software *

02 / 08

STEP 03 / 08

YOUR
EXPERIENCE

Help us understand your CS background so we can match you with the right role.

Average daily customer interactions *

In your most recent CS role.

0–30 per day (low volume) 30–60 per day (medium) 60–100 per day (high) 100+ per day (very high) 🆕 I'm new to CS — no daily volume yet

Tell us about your retention experience *

If you've done retention: what was your save rate, or describe a memorable save. If you haven't, tell us why you'd be good at it. (2-4 sentences)

What's the hardest customer situation you've ever handled? *

Tell the full story by voice — 60–90 seconds. We want to hear how you communicate under pressure.

03 / 08

STEP 04 / 08

READ ALOUD

Record yourself reading these 3 scripts. We listen for clarity, pronunciation, and pace.

Script 1 · Opening

"Thank you for calling LUV Health Customer Care, my name is ___. How may I assist you today?"

Script 2 · Retention

"I understand that the results of the product can be frustrating. With LUV Health the body needs at least 60–90 days of use to fully maximize the results and truly see benefits of our product. We would hate for you to cancel so early before really continuing the last cycle until you reach the full potential of using our product to truly see the results. We have different products that COULD help benefit you. If you are interested, I can offer you to cancel the current order and set you up with a different product at a discounted rate off. Would you be interested in trying out a different product in our store?"

Script 3 · Refund

"I just got a message from my supervisor that I can give you an Instant 65% Refund back to you! This allows you avoid the trip of going to the post office plus you will STILL be able to keep the products you paid for! This is a great deal that we can offer for you. We believe if you try the product out first with the 65% refund you will see the value. If I can issue this 65% Refund, would this keep you as a customer today?"

04 / 08

STEP 05 / 08 · LIVE CALL

🟡 CALL 1 OF 3

INCOMING
CALL

Listen carefully. Then describe what's happening and respond as the agent.

SCENARIO SETUP

Phone Call — LUV Health Customer Care

You are the agent. A customer is calling. Listen carefully. You don't need to remember every detail — we want to see how you think, understand, and respond.

⚠️ You may replay the audio up to 3 times.

🎧 Customer Audio · Call 1

Plays remaining: 3

📝 In your own words — what's going on? *

Describe what you understood AND how you would reply.

🎤 Now respond by voice *

05 / 08

STEP 06 / 08 · LIVE CALL

🟠 CALL 2 OF 3

INCOMING
CALL

A new caller. Same instructions: listen, describe, respond.

SCENARIO SETUP

Phone Call — LUV Health Customer Care

You are the agent. A different customer is calling. Listen carefully and help them.

⚠️ You may replay the audio up to 3 times.

🎧 Customer Audio · Call 2

Plays remaining: 3

📝 In your own words — what's going on? *

Describe what you understood AND how you would reply.

🎤 Now respond by voice *

06 / 08

STEP 07 / 08

TELL US

We'd love to know more about you.

🎬 Tell us about yourself *

Answer: Who are you? Why are you looking for a remote job? Why should we hire you?

💛 We'd love to see you on video — it's the best way for us to get a feel for who you are. But we totally understand if you'd rather write it out. Either option works, pick whichever you're more comfortable with.

💡 Tip: Record with your phone's camera. Make sure your face is visible and audio is clear.

🎤 What's the BEST tactic you've used with an upset customer? *

Tell a real story by voice.

When was the last time you were stressed at work? How did you handle it? *

Have you ever bent the rules to help a customer? What happened? *

07 / 08

STEP 08 / 08 · FINAL

REVIEW & SEND

Last chance. Once you submit, you're done.

⚠ Confirm Before Submitting

All your personal info + 3 file uploads (CV, setup photo, speed test)
Your "tell us about yourself" answer (video or written)
7 voice recordings (3 scripts + 3 scenarios + 1 tactic)
3 text explanations of what you heard
Timing + tab-switch data

08 / 08

✓

YOU'RE
DONE.

Thanks for completing the assessment. We'll reach out within 48 hours if you move forward.

STATUSSUBMITTED

REFERENCE—

TIME TAKEN—

MAKEPEACE WITHCUSTOMERS

MIC CHECK

THE BASICS

YOUREXPERIENCE

READ ALOUD

INCOMINGCALL

INCOMINGCALL

TELL US

REVIEW & SEND

YOU'REDONE.

MAKE
PEACE WITH
CUSTOMERS

YOUR
EXPERIENCE

INCOMING
CALL

INCOMING
CALL

YOU'RE
DONE.