The customer-service assessment pilot checklist

Role and channel

Pin down the exact job and the channel agents work in, so the assessment is measured against the work they will really do.

Evidence you need

For each situation, decide what the assessment must show. This keeps the test focused on skills you can actually observe.

Reading the report

Agree how your team will read results before the first candidate takes the test, including what a score does not tell you.

Decision rule

Write down who moves forward and who gets a closer look, so every recruiter applies the same rule.

Set the cut-off for this role. Don't borrow one from another role.

Candidate completion

Track each stage separately. Where candidates drop out tells you as much about the pilot as the scores do.

Pilot review

Set the review date and reviewers up front, then check the three things that decide whether the pilot worked.

Next decision

Close the pilot with a clear call and the evidence behind it.