Top 10 Hiring Assessment Tools for Customer Support in 2025

Why Invest in Assessment Tools for Customer Support?

Imagine sifting through hundreds of applications for a customer support role, trying to gauge who really has the skills to delight customers. Without the right tools, it's like searching for a needle in a haystack, except the needle is a candidate who can handle tricky situations with grace. That's where assessment tools step in to save the day.

These tools address key challenges in customer support hiring. They help you quickly evaluate a candidate's communication skills, problem-solving abilities, and even their personality to see if they're a good fit. By using online assessment platform, you can ensure a data-driven process, reducing bias and improving the quality of your hires.

Ultimately, using skill-based hiring tools helps you make informed decisions. You move beyond resumes and gut feelings to objectively measure if a candidate possesses the core competencies needed for excellent customer service. You can then focus on candidates that demonstrate aptitude tests and skills that aligns with your company's values, leading to happier customers and a more productive team.

What Makes a Great Customer Support Hiring Assessment Tool?

When choosing a skills assessment tool, recruiters need to be crystal clear on one thing: will this tool accurately predict on-the-job performance? After all, the goal is to identify candidates who can truly excel in customer support roles.

One way to ensure accuracy is to pick a platform that allows you to create highly customized tests. These tools let you tailor assessments to mirror the exact skills and scenarios your support team faces daily. You can also focus on questions that are hard to find on Google and can’t be easily answered by AI chatbots. This ensures candidates demonstrate genuine understanding rather than just regurgitating information.

Here are a few more things to consider:

• Comprehensive Skill Coverage: Look for assessments that cover a wide range of skills – from communication and problem-solving to technical aptitude and personality tests.
• Actionable Reports: The best tools provide detailed reports that break down candidate performance by skill, offering insights to make data-backed decisions.
• Seamless Integration: A platform that integrates smoothly with your existing ATS saves time and effort, streamlining your hiring workflow.

Top Assessment Tools: A Quick Glance

Choosing the right assessment tool can feel like finding a needle in a haystack. Here's a simplified comparison to help you quickly identify the best fit for your needs.

1. Adaface: Skill Assessments Used By Clients Across 70+ Countries

Adaface is your friendly neighborhood skills assessment platform. It helps you quickly screen candidates across different roles with ready-made tests and integrations.

Why we picked Adaface

Adaface offers recruiters a better grasp of a candidate's aptitudes with its database of 500+ skill tests. It assesses not just the final performance but also the approach, logic, design, and even soft skills. With a question bank of 20,000+ questions, you're unlikely to see candidates get the same questions twice!

Adaface is a helpful tool if you want to assess people for long-term success in addition to their short-term talents. You can test candidates on aptitude, finance, personality, business roles, typing, AI, technical and coding skills.

Adaface stands out with its high test library and strong proctoring suite. Used by clients from 70+ countries, Adaface provides peace of mind during your hiring process.

Key Features of Adaface

• Extensive skill assessment library: Access a vast collection of 500+ tests across programming, IT, business, Excel, aptitude, personality, finance and role-specific skills.
• Customizable tests: Tailor assessments by adjusting test duration, cut-off scores, and programming languages to suit specific hiring needs or get Adaface experts to customize the test according to your job descriptions.
• Scenario based on-the-job skill questions: Screen accurately with questions designed to screen for on-the-job experience instead of theoretical knowledge.
• Multiple question types: Test Excel, SQL, Coding skills using simulators and role-based skills using scenario based MCQs.
• Ensure test integrity: Strong proctoring suite with webcam proctoring, video monitoring, ChatGPT proctoring and off-tab activity tracking. Ensure test integrity with advanced proctoring features such as webcam proctoring, video monitoring, ChatGPT proctoring and off-tab activity tracking.
• Custom API: Adaface Custom API is published online and is available for enterprise users. This makes it possible for the platform to integrate with new ATS or HR systems easily. Recruiters can use the API themselves to have a tighter integration into their workflows.

Pros of Adaface

• High test library with 500+ tests.
• Works for aptitude, finance, personality, business roles, typing, AI, technical and coding roles.
• Strong proctoring suite.
• Pricing only depends on credits. Pricing covers all proctoring features.

Cons of Adaface

• No live video interviews
• No take-home assignment support
• Not the cheapest in the market.

Pricing of Adaface

Adaface offers a free trial with 2 sample tests and 5 credits to check the platform. The platform is self-serve; no credit card is required to start. All pricing plans include all proctoring features and all 500+ tests. Here’s a summary of the pricing plans available:

• Individual: $180/yr
• Starter: $500/yr
• Pro: $900/yr
• Scale: $3000/yr
• Growth: $5500/yr
• Enterprise: $20,000/year
• Unlimited: $50,000/yr

2. iMocha: Extensive Skills Test Library

Let's explore iMocha. It's known for its large library of skills tests and focus on proctoring, aiming to provide a secure assessment environment.

Why we picked iMocha

iMocha is a skills assessment platform that helps companies measure the skills of potential hires. The platform can be used to screen candidates for various customer support roles, assessing skills like communication, problem-solving, and product knowledge.

With iMocha, recruiters can identify candidates who possess the skills needed to excel in customer support positions. It provides a range of tests and skill intelligence features. It also helps assess and develop skills within their existing workforce.

Key Features of iMocha

• Large test library covering diverse skills.
• Strong proctoring features including webcam and browser monitoring.
• Skills intelligence system for workforce planning.

Pros of iMocha

• Wide range of skills assessments available.
• Robust proctoring capabilities to prevent cheating.
• Integrations with popular ATS platforms.
• Skill analytics to identify skill gaps.

Cons of iMocha

• Lacks custom question creation for tailored assessments.
• No custom API for deeper integration with internal systems.
• Questions on the platform are easily googleable and GPT-able.
• No free trial, making it difficult to assess the platform before committing.

Pricing of iMocha

iMocha does not offer transparent pricing on their website. To obtain a quote, you'll need to contact their sales team directly. This lack of upfront pricing can make it challenging to compare iMocha with other assessment platforms and understand the potential cost. This is unlike Adaface Assessments Pricing.

3. HireVue: Video Interview Focused Platform

Let's explore HireVue, a platform known for its video interviewing capabilities. It aims to streamline the hiring process with a focus on structured interviews and assessments.

Why we picked HireVue

HireVue is primarily used for conducting video interviews, allowing recruiters to screen candidates remotely. The platform uses pre-recorded or live interviews, often incorporating assessments to evaluate candidate skills and personality traits. It also offers features like automated scoring and analytics to help recruiters identify top talent.

This platform helps companies review many candidates without taking much time of the hiring team's time. This solution doesn't have as many skill checks as Adaface's pre-employment assessment tests though.

Key Features of HireVue

• On-demand video interviews with AI analysis
• Automated interview scheduling
• Candidate skills assessment

Pros of HireVue

• Structured interview process ensures consistency
• AI-driven insights help identify top candidates quickly
• Integrates with popular ATS systems for streamlined workflows
• Mobile-friendly interface for candidate convenience

Cons of HireVue

• Limited test library for skills beyond video interviewing
• No support for custom coding questions, hindering technical skill evaluation
• Lack of detailed reporting, such as skills-wise analysis, provides less granular insights
• Absence of features like web proctoring and plagiarism detection raises concerns about test integrity

Pricing of HireVue

HireVue does not offer transparent pricing on their website. You'll need to contact their sales team to get a quote. They also do not offer a free trial for users.

4. Evalart: Solid, scalable assessment platform

Evalart is another platform vying for a spot in your hiring toolkit. Let's take a closer look at its features and how it stacks up.

Why we picked Evalart

Evalart is designed as a scalable assessment solution for companies. It helps to assess candidates across a broad range of roles, with a focus on offering a structured and consistent evaluation process.

With Evalart, recruiters can create and deliver assessments for candidates in various domains. However, it's important to note that it lacks scenario-based questions for customer support and job-specific roles, which may limit its ability to accurately gauge candidates' skills.

Key Features of Evalart

• Ready-to-use test library
• Webcam proctoring
• Add your own questions

Pros of Evalart

• Multiple invite options
• Email, live chat, and help center support.
• One month free trial.
• Can add your own coding questions.

Cons of Evalart

• No situational judgment tests.
• Lacks coding questions combined with scenario-based questions.
• No custom question creation beyond coding questions.
• No public pricing. Requires a sales call.

Pricing of Evalart

Evalart offers a free trial for one month. However, pricing details are not publicly available on their website. You'll need to contact their sales team to get a quote that fits your specific needs.

5. TestGrid: Solid skill assessment platform

Let's explore TestGrid, a platform designed to assess a range of skills. Here’s a detailed look at what it offers for evaluating customer support candidates.

Why we picked TestGrid

TestGrid is a skills assessment platform that helps recruiters evaluate candidates through tests. It supports integrations with various ATS platforms for a smoother hiring process. It provides features to assess candidates on aptitude and personality traits.

While TestGrid offers a way to screen candidates, it may not cover all the bases for customer support roles. For instance, it lacks support for assessing communication skills through language tests or understanding how candidates handle real-world scenarios with situational judgment tests. These are important factors when building a customer support dream team.

Key Features of TestGrid

• Aptitude and personality assessments
• Integrations with Applicant Tracking Systems (ATS)
• Reporting and analytics dashboards

Pros of TestGrid

• User-friendly interface
• Good customer support
• Decent range of assessment types
• Integrates with popular ATS platforms

Cons of TestGrid

• Lacks support for custom coding questions
• Limited question bank compared to other platforms
• No support for AI, Finance, and Cloud skill tests
• No custom API offered

Pricing of TestGrid

TestGrid does not provide detailed pricing information on their website. You need to sign up or contact their sales team to get a quote. This lack of transparency can make it harder to quickly evaluate if it fits your budget.

6. Mercer | Mettl: For enterprise assessments

Mercer | Mettl is another assessment platform that offers a wide range of tests and proctoring features. Let's see what it brings to the table for customer support hiring.

Why we picked Mercer | Mettl

Mercer | Mettl is used by companies to assess candidates across various skills, including aptitude, technical abilities, and personality traits. They provide a large library of ready-made tests and also allow you to add your own questions.

With Mercer | Mettl, you can create assessments for customer service roles, evaluating skills like communication, problem-solving, and empathy. The platform also supports live coding interviews, which could be useful if your support team handles technical issues.

Key Features of Mercer | Mettl

• Large test library covering various skills
• Advanced proctoring features like webcam and browser monitoring
• Integration with applicant tracking systems (ATS)

Pros of Mercer | Mettl

• Wide range of ready-made tests available
• Offers strong proctoring features to prevent cheating
• Supports integrations with popular ATS platforms
• Provides skill-wise analysis in reports

Cons of Mercer | Mettl

• Does not offer a conversational assessment experience, making tests feel like a chore for candidates. Conversational Assessments are way better.
• Lacks custom API support for advanced integrations
• No support for custom data location
• No free trial, making it hard to test the platform before committing

Pricing of Mercer | Mettl

Mercer | Mettl does not provide transparent pricing on their website. You need to contact them for a custom quote. Also, they don't offer a free trial, so you can't test the platform before committing to a purchase. This can make budgeting and comparing options difficult.

7. CodeSignal: Skills-based tech assessments

Let's explore CodeSignal, a platform focused on skills-based assessments. It aims to help companies measure developer skills through coding tests and challenges.

Why we picked CodeSignal

CodeSignal is designed to evaluate technical skills, primarily through coding assessments. Companies use it to screen and rank candidates based on their coding abilities, using challenges that simulate real-world programming tasks. The platform focuses heavily on coding environments and aims to provide a standardized way to measure coding proficiency.

While CodeSignal excels in coding-focused roles, it's worth noting its limitations in areas like assessing soft skills, aptitude, or role-specific competencies outside of tech. For comprehensive candidate evaluations, you might need to supplement it with other tools.

Key Features of CodeSignal

• Coding Challenges: A library of coding challenges to test candidates' programming skills.
• Integrated IDE: A built-in coding environment for candidates to write and run code.
• Skills-Based Scoring: Automatic scoring based on code quality and test case completion.

Pros of CodeSignal

• Strong Focus on Coding Skills: Evaluates coding skills with precision.
• Automated Scoring: Reduces manual review with automated scoring.
• Real-World Scenarios: Offers coding challenges that mimic job tasks.
• Scalable Assessments: Designed to handle a large volume of candidates efficiently.

Cons of CodeSignal

• Limited Scope: Primarily focuses on coding skills, lacking assessments for other competencies.
• No Support for non-technical roles: Customer support roles need communication, collaboration, customer empathy etc. CodeSignal does not test these skills.
• Lack of Customization: You cant add your own questions, meaning you will have to stick with whatever questions they provide.
• Pricing Complexity: Pricing can be opaque and might require a sales consultation.

Pricing of CodeSignal

CodeSignal's pricing is not publicly available and requires contacting their sales team for a quote. This lack of transparency can make it difficult to quickly assess whether it fits your budget. Unlike platforms with straightforward pricing like Adaface Assessments Pricing, you'll need to engage in a sales process to understand the costs involved.

8. TestDome: Ready-made skill tests

TestDome offers a library of pre-made tests, designed to assess candidates across various skills. Let's take a closer look.

Why we picked TestDome

TestDome is a platform that provides recruiters with a way to evaluate candidate skills using ready-made tests. It covers a wide range of domains, including programming, data science, and business acumen. Recruiters can use TestDome to quickly screen candidates based on skills relevant to the job.

The platform supports customization to an extent, and it offers features like video interviews and live coding interviews, which are beneficial when hiring developers. However, it doesn't allow for the creation of fully custom tests tailored to specific job descriptions. For teams that need to assess for very specific roles, this might be limiting.

Key Features of TestDome

• Large test library covering a range of skills.
• Video interview capabilities.
• Live coding interview environment.

Pros of TestDome

• Wide range of ready-made tests available.
• Supports coding and video interviews.
• Automated scoring to speed up the hiring process.
• Integrates with applicant tracking systems (ATS).

Cons of TestDome

• No option to create fully custom tests.
• Limited customization of existing tests.
• Lacks typing tests.
• Does not offer custom data location support.

Pricing of TestDome

TestDome offers several pricing tiers based on the number of candidates assessed. The starting plan is around $100, which is $20 per candidate. They also have a starter plan for $400 that allows for 25 candidates. For larger volumes, their scale plan is around $4200 for 600 candidates. Contact them for more details. They offer a free trial to explore their features.

9. TalView: Enterprise Talent Lifecycle Management

Let's explore TalView, a platform aiming to unify talent acquisition and management. It focuses on streamlining the hiring process and beyond.

Why we picked TalView

TalView aims to be an end-to-end solution, covering everything from initial screening to employee development. It's designed to help businesses manage the entire talent lifecycle, providing tools for assessment, interviewing, and upskilling.

With TalView, recruiters can use assessments, conduct video interviews, and leverage automation to improve hiring outcomes. It also offers features for performance management and learning, aiming to create a single platform for all talent-related needs.

Key Features of TalView

• AI-powered talent assessments across various skills.
• Automated video interviewing and remote proctoring.
• Talent management features for performance and learning.

Pros of TalView

• Wide range of assessment types available.
• Integrated video interviewing capabilities.
• Suitable for companies looking to streamline their entire talent lifecycle.
• Offers custom API for integrations

Cons of TalView

• Lacks typing tests to check typing speed and accuracy
• Focus may dilute assessment quality compared to specialized platforms like Adaface.
• No support for excel simulation based questions
• Doesn't provide custom data location support

Pricing of TalView

TalView does not offer transparent pricing on their website. Interested users need to contact their sales team to get a quote. They also do not have a free trial.

10. Humantelligence: Personality-based team building

Let's explore Humantelligence. This tool focuses on helping teams understand each other better through personality assessments.

Why we picked Humantelligence

Humantelligence aims to improve team dynamics by providing insights into individual work styles and communication preferences. It uses personality assessments to help team members understand how they interact with each other, identify potential conflicts, and build stronger working relationships.

The platform offers various reports and tools to help managers build teams based on personality fit and understand how to motivate and manage individuals. It helps in placing people in roles where they are most likely to succeed based on their personality traits.

Key Features of Humantelligence

• Personality assessments for team building
• Team dynamic reports
• Role-fit analysis based on personality
• AI powered talent matching

Pros of Humantelligence

• Focuses on team building through personality insights.
• Integrates with some ATS systems.
• Offers a free trial to explore the platform.
• Provides candidate tracking stages.

Cons of Humantelligence

• Lacks skills assessment capabilities like coding, aptitude, or language tests. Adaface provides a wider array of skills tests.
• No custom API for tighter integrations.
• Lacks proctoring features, potentially affecting test integrity.
• No social listening for question leaks.

Pricing of Humantelligence

Humantelligence offers a free trial, with paid plans starting at $120/month ($2440/year) for the Starter plan and $400/month ($4800/year) for the Scale plan. For Enterprise pricing, which varies from $1 to $10 per candidate, you'll need to contact their team for a quote. They do not offer an unlimited plan.

Conclusion: Is Your Customer Support Dream Team Just a Click Away?

We've journeyed through the landscape of hiring assessment tools, from aptitude to AI. Finding the ideal tool hinges on pinpointing the skills that truly make a customer support hero.

One thing to keep in mind is how well your test prevents cheating. A tool that skips on security risks your entire hiring process. You want a platform that offers webcam, window, tab, and IP proctoring to maintain test integrity.

There are some great tools to consider. Adaface provides custom assessments, anti-cheating measures, and integrations. Other tools also focus on different strengths like coding or behavioral alignment.

No matter the solution, the goal remains the same: to build a customer support team that delights customers and drives loyalty.

• Adaface: Offers custom assessments tailored to the job description, ensuring candidates are tested on role-specific skills and provides great ATS Integrations and anti-cheating capabilities, including webcam and IP proctoring. Plus, they give unlimited team seats so everyone can join the hiring party!
• iMocha: Provides a wide variety of tests, including aptitude, business, and language assessments, but lacks custom question creation and only offers limited language options.
• HireVue: Features AI-driven video interviews and assessments, but lacks custom questions and tests for specific jobs.
• Evalart: Offers programming assessments and personality tests, but lacks business tests and doesn't allow company branding.
• TestGrid: Integrates with ATS systems and provides aptitude and personality tests, but lacks programming tests and custom questions.
• Mercer | Mettl: Provides tests for various skills, including programming, aptitude, and business skills, but has limited language options with only English tests available.
• CodeSignal: Focuses on coding assessments and provides automated scoring, but lacks aptitude, business, and language tests.
• TestDome: Offers a range of tests, including programming, aptitude, and business skills, but lacks custom questions and company branding.
• TalView: Provides assessments for various skills and integrates with ATS systems, but lacks mobile-friendly assessments and doesn't offer customizable invitation templates.
• Humantelligence: Specializes in personality assessments and uses AI for optimizing recruiter workflows, but lacks programming, aptitude, and business tests.

Ready to find the perfect fit? Try Adaface and transform your customer support hiring today!