Sample Screens

Testing

e.SKILLS includes three separate skills assessments:

1. Data Entry

• Participants listen to a series of customer calls and process their requests.
• Participants are required to accurately enter information (e.g., account numbers, addresses, credit card information) into appropriate data fields using the keyboard and mouse.
• Data entry speed and accuracy are measured.

2. E-Mail Composition

• Participants receive e-mail messages from customers with various questions or issues.
• Participants are required to look up customer and product information (using information screens) and respond in writing via e-mail.
• Spelling, grammar, vocabulary, tone, and response content are assessed.

3. Typing

• Participants view written e-mail messages.
• Participants are required to retype the e-mail messages as quickly and accurately as possible.
• Typing speed and accuracy are measured.

Scoring

e.SKILLS also includes a user-friendly scoring program to quickly score and print participant results.