SHL Assessment FAQs
Why are you changing to a new assessment provider?
We changed assessment providers to SHL to improve and streamline the assessment process. SHL offers engaging, science-backed assessments evaluating customer service skills, language abilities, contact centre simulations, and more.
Why can't I see my old assessment scores?
We’re transitioning to a percentile (%ile) score system to give companies a better idea of candidate skills. Scores will now show companies where candidate skills relate to a customer service norm group, saving them time when screening candidates. The new percentile scores are not comparable to the old percentage scores, so we’re asking candidates to complete the new assessments.
Why do I have to take the assessments again?
We’ve switched to a new assessment provider (SHL) for a more streamlined assessment process and to ensure scores indicate candidates’ customer service skills. As a result, previous assessment scores are no longer valid. SHL assessments will take less time to complete while also giving companies a better idea of candidate skills.
What if the new scores are lower than the old ones?
The new %ile score will be lower than the previous % because a percentage tells you how many correct answers a candidate got. In contrast, a percentile shows the standing compared to a customer service norm group. (e.g., 30% means 30% of the answers were correct, whereas 30%ile means the score is in the top 70% of the norm group.)
Can I retake assessments if I'm not happy with my score?
Unfortunately, it’s not possible to retake assessments once they’re complete. When taking assessments, please ensure your internet connection is stable, you’re using a desktop or laptop, and you have a quiet place to concentrate. While you’ll be able to answer questions in any order and don’t have to do them all in one sitting, we advise completing it once you start.
What is WriteX - Email Writing (Customer Service)?
The WriteX assessment evaluates the ability to write emails in English; it has one question and should take around 14 minutes to complete. It covers aspects such as content, grammar, and email etiquette.
What is Contact Centre Multichat Simulation?
CC Multichat measures the ability to handle customer issues over multiple chats while referring to standard process guidelines. The assessment has two questions and should take roughly 7 minutes. It covers customer relationship management (CRM), documentation skills, compliance with process guidelines and typing skills.
What is Verbal Reasoning?
Verbal Reasoning is a cognitive assessment that measures deductive reasoning and verbal mastery. We use this to assess non-English language abilities. This assessment has a maximum of 30 questions and should take around 17 minutes. It is available in 16 languages:
- Chinese Simplified
Note: You can take a practice assessment should you choose.
Why have some languages disappeared?
We’ve narrowed down the list of languages to support only those for which we’re likely to have vacancies. Our supported languages are:
- Chinese Simplified
I’ve completed my assessments, why can’t I see my scores?
The Cocoroco Core Assessments consists of 2 modules: WriteX – Email Writing (Customer Service) and Contact Centre Multichat Simulation. A progress metre will show your completion percentage. Once you’ve completed both assessments, the completion metre will be 100%, and you’ll return to your Cocoroco profile. It can take up to an hour to calculate and display your scores.
If you complete any Verbal Reasoning (language) assessments, you should see your scores in your Cocoroco profile immediately after completing the evaluation.
Why is my browser asking for access to my clipboard?
If you would like to use copy/paste functionalities during the Contact Centre Multichat Simulation, your browser will ask you to grant permission to your clipboard. You will need to allow this.
What is a percentile score?
Percentile scores (%iles) give companies a better idea of candidate skills compared to a customer service norm group. For example, a 70%ile score puts a candidate in the top 30%.
What is an absolute score?
An absolute score is a score based on the number of correct responses. For example, a score of 60/100 means the candidate answered 60% of the answers correctly.
Why can't I see scores for all applicants?
Scores might be incomparable if your vacancy was published before 5 July and still open to applicants beyond that date. This discrepancy is because some applicants will have completed the new assessments, and some will still have their old scores. As a result, we cannot show you the same information on the applicant overview screen.
Clicking on the ‘Details’ of an applicant with missing information will show you their old scores. If this applicant subsequently completes the new assessments, you’ll automatically see their most recent scores.