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About the test:

The Live Chat Support Skills Test evaluates candidates' abilities in live chat support, technical support, customer service, problem solving, English comprehension, and typing. It assesses their knowledge and skills related to these topics through multiple-choice questions.

Covered skills:

  • Computer Literacy
  • Technical Support
  • Customer Service
  • Typing
  • English

9 reasons why
9 reasons why

Adaface Live Chat Support Skills Assessment Test is the most accurate way to shortlist Live Chat Support Agents



Reason #1

Tests for on-the-job skills

The Live Chat Support Skills Test helps recruiters and hiring managers identify qualified candidates from a pool of resumes, and helps in taking objective hiring decisions. It reduces the administrative overhead of interviewing too many candidates and saves time by filtering out unqualified candidates at the first step of the hiring process.

The test screens for the following skills that hiring managers look for in candidates:

  • Fast and accurate typing skills
  • Proficiency in providing technical support
  • Excellent customer service skills
  • Fluent in English communication
Reason #2

No trick questions

no trick questions

Traditional assessment tools use trick questions and puzzles for the screening, which creates a lot of frustration among candidates about having to go through irrelevant screening assessments.

View sample questions

The main reason we started Adaface is that traditional pre-employment assessment platforms are not a fair way for companies to evaluate candidates. At Adaface, our mission is to help companies find great candidates by assessing on-the-job skills required for a role.

Why we started Adaface
Reason #3

Non-googleable questions

We have a very high focus on the quality of questions that test for on-the-job skills. Every question is non-googleable and we have a very high bar for the level of subject matter experts we onboard to create these questions. We have crawlers to check if any of the questions are leaked online. If/ when a question gets leaked, we get an alert. We change the question for you & let you know.

How we design questions

These are just a small sample from our library of 10,000+ questions. The actual questions on this Live Chat Support Skills Test will be non-googleable.

🧐 Question

Easy

Configuring Load Balancing
Load Balancing
Web Hosting
Server Configuration
Solve
A client has a high-traffic website that is currently hosted on a single server. To ensure high availability and to distribute the load across multiple servers, they have decided to implement a load balancing solution.

The client has set up two additional servers identical to the original one, and all three servers are configured to serve the website. They have also set up a load balancer and updated their DNS records so that the website's domain now points to the load balancer.

Now, the client approaches you to verify the configuration. While reviewing the setup, you discover that the client hasn't configured session persistence (also known as sticky sessions) on their load balancer.

Which of the following are potential issues the client might face due to the lack of session persistence?
A: Users may experience slower website load times.
B: User sessions might be lost, causing them to be logged out unexpectedly.
C: The load balancer may not distribute traffic evenly across the servers.
D: The website may not be accessible if one of the servers goes down.
E: Users may not be able to establish a secure connection to the website.

Medium

DNS Propagation Troubleshooting
DNS
Web Hosting
Solve
You are a technical support specialist and a client contacts you reporting they are unable to access their website after changing their domain's DNS records to point to a new web host. They receive an error message stating the server's IP address could not be found.

Upon investigation, you determine that:

1. The client made the DNS changes 24 hours ago.
2. The client's device is unable to resolve the domain to the new IP address.
3. Other devices in the client's local network also can't access the website.
4. The client is able to access other websites without issues.
5. Using an external tool, you find that DNS propagation has completed in most parts of the world.

Given these facts, what should the client do to resolve the issue?
A: Wait for another 24 hours for DNS propagation to complete.
B: Update the domain's DNS records again.
C: Reset the router and clear the DNS cache on their devices.
D: Contact the new web host and ask them to check their server configuration.
E: Change the domain's DNS records to point to the old web host.

Medium

Adapting Communication Styles
Communication
Adaptability
Solve
As a customer service representative, it's crucial to adapt the communication style based on the customer's persona. Analyze the data points provided from the analytical dashboard for three customers and match the appropriate communication style for each customer persona:
Customer A:

Age: 42
Profession (from LinkedIn): Financial Analyst
Browsing data: Frequently visits the website during office hours, spends an average of 45 seconds on each page, and often uses the search function to find specific information.
Previous support requests: Sent an email inquiring about product pricing and requested a quick response; started the message with "Dear Support Team."
Customer B:

Age: 67
Profession (from LinkedIn): Retired School Teacher
Browsing data: Spends a considerable amount of time on the website during evenings and weekends, primarily visiting the "Help" and "FAQ" sections. Searches for information on basic product usage and troubleshooting.
Previous support requests: Submitted a query through the website's contact form asking for help with setting up their new device; started the message with "Hello, I hope you're well. I need some assistance with my new device."
Customer C:

Age: 29
Profession (from LinkedIn): Graphic Designer
Browsing data: Visits the website late at night, frequently engages with interactive content, and shares company blog posts on social media. Searches for information on design tools and creative processes.
Previous support requests: Sent a direct message on the company's social media page asking for a software recommendation; started the message with "Hey there! 😊 I'm looking for some advice on a design tool."

Medium

Appropriate Apology
Customer Complaints
Communication
Solve
As a customer support agent for a high-end telescope manufacturing company, you receive an email from Dr. Patel regarding a telescope she purchased last month for her university's astronomy department. She mentions that during a critical observation session for their research, one of the research team members deleted the historical data by mistake because the UX was confusing. She shares this feedback with you over email.

What is an appropriate apology?
A. "We are deeply sorry that the historical data got deleted due to confusing UX during such a crucial experiment! It must be extremely frustrating for a team of dedicated researchers."

B. "Our apologies! We truly feel terrible that your team's experiment was disrupted. As a fellow academic, it's disheartening to see your colleagues face such setbacks."

C. "We are sincerely sorry for the inconvenience caused by the telescope's confusing UX. That must have been embarrassing for you."

D. "Apologies! We feel awful that your team wasn't able to use the telescope correctly for their experiments. It's fortunate, though, that they have a supportive department head to help them through this."

Medium

Airline Operators
Solve
Four airline operators A, B, C and D operate on a popular route between 2 cities, Rome and Venice in Italy. Airline A wanted to increase the number of seats sold, so they reduced their fares for this route. Airlines B, C, D imitated this move immediately. The general belief is that the volume of air travel between Rome and Venice would increase as a result of this. Which of the following statements, if true, would add trust to the general belief?
A: All 4 airlines see increased profits.
B: Airlines start slashing rates for other routes as well.
C: A study shows that around 80% of air travel in Italy is company sponsored.
D: A study shows that air travellers in Italy are price sensitive.

Medium

Call Gurj Clooners
Solve
 image
Folks should call Gurj Clooners if they want to:

Medium

Cigarette taxation regime
Solve
Cigarettes account for only 23% of tobacco consumption, and only 16% of 250 million tobacco consumers use cigarettes. However these 16% contribute 85% of the tax revenues to the Exchequer from the tobacco sector. The punitive cigarette taxation regime has kept the tax base narrow, and lowering taxes will expand this base. Which of these best bolsters the conclusion that lowering duties will expand the tax base?
A: The cigarette manufacturers’ association has decided to indulge in aggressive promotion.

B:  Cigarette manufacturers are lobbying for a reduction on duties.

C: There is a likelihood that tobacco consumers will shift to cigarette smoking if cigarette prices reduce.

D: An increase in duties on non-cigarette tobacco may lead to a shift in favor of cigarette smoking.

E: There is a likelihood that tobacco consumers will shift to cigarettes if cigarette prices reduce.

F: A decrease in duties on non-cigarette tobacco may lead to more tobacco consumers shifting to cigarettes. 

G: Cigarette smokers are becoming increasing aware of associated health risks.

H: Increased health warnings could reduce the tax base.
🧐 Question🔧 Skill

Easy

Configuring Load Balancing
Load Balancing
Web Hosting
Server Configuration

2 mins

Technical Support
Solve

Medium

DNS Propagation Troubleshooting
DNS
Web Hosting

2 mins

Technical Support
Solve

Medium

Adapting Communication Styles
Communication
Adaptability

2 mins

Customer Service
Solve

Medium

Appropriate Apology
Customer Complaints
Communication

2 mins

Customer Service
Solve

Medium

Airline Operators

2 mins

English
Solve

Medium

Call Gurj Clooners

2 mins

English
Solve

Medium

Cigarette taxation regime

2 mins

English
Solve
🧐 Question🔧 Skill💪 Difficulty⌛ Time
Configuring Load Balancing
Load Balancing
Web Hosting
Server Configuration
Technical Support
Easy2 mins
Solve
DNS Propagation Troubleshooting
DNS
Web Hosting
Technical Support
Medium2 mins
Solve
Adapting Communication Styles
Communication
Adaptability
Customer Service
Medium2 mins
Solve
Appropriate Apology
Customer Complaints
Communication
Customer Service
Medium2 mins
Solve
Airline Operators
English
Medium2 mins
Solve
Call Gurj Clooners
English
Medium2 mins
Solve
Cigarette taxation regime
English
Medium2 mins
Solve
Reason #4

1200+ customers in 75 countries

customers in 75 countries
Brandon

With Adaface, we were able to optimise our initial screening process by upwards of 75%, freeing up precious time for both hiring managers and our talent acquisition team alike!


Brandon Lee, Head of People, Love, Bonito

Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment Live Chat Support Skills Test in your hiring process is that it is an elimination tool, not a selection tool. In other words: you want to use the test to eliminate the candidates who do poorly on the test, not to select the candidates who come out at the top. While they are super valuable, pre-employment tests do not paint the entire picture of a candidate’s abilities, knowledge, and motivations. Multiple easy questions are more predictive of a candidate's ability than fewer hard questions. Harder questions are often "trick" based questions, which do not provide any meaningful signal about the candidate's skillset.

Science behind Adaface tests
Reason #6

1 click candidate invites

Email invites: You can send candidates an email invite to the Live Chat Support Skills Test from your dashboard by entering their email address.

Public link: You can create a public link for each test that you can share with candidates.

API or integrations: You can invite candidates directly from your ATS by using our pre-built integrations with popular ATS systems or building a custom integration with your in-house ATS.

invite candidates
Reason #7

Detailed scorecards & benchmarks

View sample scorecard
Reason #8

High completion rate

Adaface tests are conversational, low-stress, and take just 25-40 mins to complete.

This is why Adaface has the highest test-completion rate (86%), which is more than 2x better than traditional assessments.

test completion rate
Reason #9

Advanced Proctoring


Learn more

About the Live Chat Support Skills Online Test

Why you should use Pre-employment Live Chat Support Skills Test?

The Live Chat Support Skills Test makes use of scenario-based questions to test for on-the-job skills as opposed to theoretical knowledge, ensuring that candidates who do well on this screening test have the relavant skills. The questions are designed to covered following on-the-job aspects:

  • Efficient typing skills for fast and accurate communication
  • Proficiency in technical support for troubleshooting and problem solving
  • Strong customer service abilities to handle inquiries and resolve issues
  • Excellent command of the English language for effective communication
  • Computer literacy in utilizing software and operating systems
  • Knowledge of chat support software for efficient interaction with customers
  • Familiarity with customer relationship management (CRM) systems
  • Ability to multitask and manage multiple chat conversations simultaneously
  • Understanding of internet protocols and networking
  • Knowledge of common technical issues and their resolutions

Once the test is sent to a candidate, the candidate receives a link in email to take the test. For each candidate, you will receive a detailed report with skills breakdown and benchmarks to shortlist the top candidates from your pool.

What topics are covered in the Live Chat Support Skills Test?

  • Computer Literacy

    Computer Literacy refers to the ability to use and navigate computer systems and software effectively. This skill is crucial in a Live Chat Support role to ensure the support agent can confidently operate the necessary technology and tools to assist customers efficiently.

  • Typing

    Typing skill measures the ability to accurately and quickly input information using a keyboard. In a Live Chat Support role, fast and accurate typing is essential to provide prompt responses to customers' inquiries and support their needs effectively.

  • Technical Support

    Technical Support skill evaluates the candidate's proficiency in troubleshooting and resolving technical issues. This skill is important in the Live Chat Support role as the support agent needs to assist customers with a wide range of technical problems they may encounter while using products or services.

  • English

    The English skill assesses the candidate's proficiency in the English language, including grammar, vocabulary, and comprehension. This skill is measured to ensure effective communication between the support agent and customers, as well as accurate understanding and resolution of customer queries.

  • Customer Service

    Customer Service skill measures the candidate's ability to provide excellent service and support to customers. In the Live Chat Support role, it is important for the support agent to handle customer queries, complaints, and needs professionally, ensuring customer satisfaction and maintaining a positive brand image.

  • Full list of covered topics

    The actual topics of the questions in the final test will depend on your job description and requirements. However, here's a list of topics you can expect the questions for Live Chat Support Skills Test to be based on.

    Keyboard shortcuts
    Typing speed
    Troubleshooting hardware issues
    Software installation
    Operating system configuration
    Network troubleshooting
    Phone etiquette
    Active listening
    Dealing with difficult customers
    Written communication
    Grammar and punctuation
    Vocabulary
    Problem-solving
    Time management
    Multi-tasking
    Conflict resolution
    Professionalism
    Empathy
    Product knowledge
    Up-selling and cross-selling
    Call center operations
    Service level agreements
    Handling escalations
    Negotiation skills
    Cultural sensitivity
    Building rapport
    Effective communication
    Understanding customer needs
    Complaint resolution
    Feedback management
    Customer retention
    Computer hardware components
    Operating systems
    Computer networks
    Data backup and recovery
    Security tools and practices
    Software troubleshooting
    Programming fundamentals
    Web browsers
    Internet protocols
    Email etiquette
    Google Suite
    Microsoft Office Suite
    Spelling and grammar in English
    Listening and speaking in English
    Reading and writing in English
    Sentence structure in English
    Vocabulary in English
    Idioms and phrases in English
    Common errors in English
    English for business communication
    Formal and informal language in English
    Customer satisfaction
    Professional telephone manners
    Managing stress in a customer service role
    Service recovery
    Product knowledge management
    Customer feedback analysis
    Effective communication in written English
    Handling customer complaints
    Cross-cultural communication
    Translation and interpretation
    Soft skills for customer service
    Sales techniques in customer service
    Solving customer problems
    Handling customer queries

What roles can I use the Live Chat Support Skills Test for?

  • Live Chat Support Agent
  • Technical Support Specialist
  • Customer Service Representative
  • Problem Solver
  • Call Center Agent
  • Help Desk Support
  • Virtual Assistant
  • Online Chat Agent
  • Customer Support Associate
  • Bilingual Support Representative

How is the Live Chat Support Skills Test customized for senior candidates?

For intermediate/ experienced candidates, we customize the assessment questions to include advanced topics and increase the difficulty level of the questions. This might include adding questions on topics like

  • Experience with conducting remote desktop sessions
  • Applying active listening skills to comprehend customers' needs
  • Adhering to company guidelines and policies when providing support
  • Ability to adapt to different customer communication styles
  • Being able to maintain a calm and professional demeanor in challenging situations
  • Demonstrating problem-solving and critical thinking skills
  • Handling irate or difficult customers with diplomacy and empathy
  • Ensuring accurate documentation and thorough note-taking
  • Ability to follow scripts and guidelines while maintaining conversational flow
  • Continuously improving knowledge and staying updated with industry trends
Singapore government logo

The hiring managers felt that through the technical questions that they asked during the panel interviews, they were able to tell which candidates had better scores, and differentiated with those who did not score as well. They are highly satisfied with the quality of candidates shortlisted with the Adaface screening.


85%
reduction in screening time

Live Chat Support Skills Hiring Test FAQs

Can I combine multiple skills into one custom assessment?

Yes, absolutely. Custom assessments are set up based on your job description, and will include questions on all must-have skills you specify. Here's a quick guide on how you can request a custom test.

Do you have any anti-cheating or proctoring features in place?

We have the following anti-cheating features in place:

  • Non-googleable questions
  • IP proctoring
  • Screen proctoring
  • Web proctoring
  • Webcam proctoring
  • Plagiarism detection
  • Secure browser
  • Copy paste protection

Read more about the proctoring features.

How do I interpret test scores?

The primary thing to keep in mind is that an assessment is an elimination tool, not a selection tool. A skills assessment is optimized to help you eliminate candidates who are not technically qualified for the role, it is not optimized to help you find the best candidate for the role. So the ideal way to use an assessment is to decide a threshold score (typically 55%, we help you benchmark) and invite all candidates who score above the threshold for the next rounds of interview.

What experience level can I use this test for?

Each Adaface assessment is customized to your job description/ ideal candidate persona (our subject matter experts will pick the right questions for your assessment from our library of 10000+ questions). This assessment can be customized for any experience level.

Does every candidate get the same questions?

Yes, it makes it much easier for you to compare candidates. Options for MCQ questions and the order of questions are randomized. We have anti-cheating/ proctoring features in place. In our enterprise plan, we also have the option to create multiple versions of the same assessment with questions of similar difficulty levels.

I'm a candidate. Can I try a practice test?

No. Unfortunately, we do not support practice tests at the moment. However, you can use our sample questions for practice.

What is the cost of using this test?

You can check out our pricing plans.

Can I get a free trial?

Yes, you can sign up for free and preview this test.

I just moved to a paid plan. How can I request a custom assessment?

Here is a quick guide on how to request a custom assessment on Adaface.

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40 min tests.
No trick questions.
Accurate shortlisting.
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