Three assessments from Level 1 to 3 that build on each other. Start with Customer Support Essentials and move up to Support Team Lead when you are ready.
Code CSPES
A quick check of the front-line skills every customer support agent needs from day one.
Overall customer support basicsEmpathy and customer mindsetClear customer communicationHandling complaintsTickets, channels and basics of metrics
Code CSPPR
A check of the skills that make a support agent reliable on hard cases, across channels, and against quality and safety standards.
Overall customer support practiceDe-escalation and difficult conversationsOmnichannel and written supportTroubleshooting and resolutionSupport metrics and quality+1
Code CSPLD
A demanding check of the people, planning and improvement skills needed to lead a customer support team.
Overall support leadershipLeading and coaching the teamWorkforce planning and schedulingMetrics, analytics and voice of the customerEscalations, incidents and stakeholders+1
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It covers Empathy and customer mindset, Clear customer communication, Handling complaints, Tickets, channels and basics of metrics, De-escalation and difficult conversations and Omnichannel and written support and more.
Customer Support Essentials: A quick check of the front-line skills every customer support agent needs from day one.
Customer Support Practitioner: A check of the skills that make a support agent reliable on hard cases, across channels, and against quality and safety standards.
Support Team Lead: A demanding check of the people, planning and improvement skills needed to lead a customer support team.
Start with Customer Support Essentials (Level 1). Each level builds on the one before it, and your report suggests when you are ready for the next one.
Customer Support Essentials has 20 questions and takes 20 minutes. Customer Support Practitioner has 40 questions and takes 45 minutes. Support Team Lead has 45 questions and takes 60 minutes.
A report straight away with your score in each area, what is already strong, what is ready to grow and a short practice plan, plus a certificate you can share.
Standard assessments use 1 credit and Premium ones 2 credits per attempt. New personal accounts get their first credit free.
Yes. Organizations can invite people to any level of the Customer Support series in a drive and see everyone's results side by side. With an individual account, you can start a cohort for any level in this series and invite friends or classmates to take it with you at the same time.
Take it yourself with a free personal account (your first credit is on us), or create an organization to invite your team or students to any level.
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