Communication Assessments
Score how well candidates listen, explain and make themselves understood, using a difficult-customer prompt to reveal more than the words they choose.
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Communication Assessment
Customer Support spoken English
Speaking section · recording00:47Task 4 of 6 Explain a billing correction to a frustrated customer
Record your spoken response. You are scored on clarity, pace, tone and structure. Ninety seconds maximum.
Scenario · billing correction call
A customer on a $79/month plan was charged twice on March 3rd and has emailed twice with no reply. They are on the phone now, frustrated, and asking whether they should just cancel. Explain the correction and keep the account.
Plan
Growth · $79/mo
Duplicate charge
$79.00
Charged on
March 3
Emails ignored
2
Refund window
3 business days
Account age
2 yrs 4 mo
Lifetime value
$2,212
Prior tickets
4 · all resolved
CSAT last quarter
4.6 / 5
A strong answer covers
Live transcript
00:47 / 01:30“Thanks for staying on the line, and I’m sorry you were charged twice on March 3rd and nobody replied. I’ve reversed the second $79 charge; it lands back in three business days…”
REC 00:47−12 dB · headsetHannah Blake
Audio being captured · ID checked
Question queue
4 / 6Captured live
Session activity
What we score
- Acknowledge the issue before explaining the fix.
- Keep one idea per sentence.
- Speak at a natural, even pace.
What actually happens
Spoken and written tasks that measure how clearly someone is understood by a customer grammar.
- 1
Real speaking and writing tasks
Candidates handle a customer call, summarize a voicemail and write the follow-up email, instead of ticking grammar multiple-choice boxes.
Communication / Task 3 of 6Question
A customer says their order arrived damaged and they need it by Friday. Respond as you would on a live call, then summarize the resolution in writing.
Speaking tasks3Writing tasks3Listening clips2Time remaining9:12
RECBianca Ortiz
Recording · 0:48 of 1:30 · Support
- 2
Scored on how they land, not accent
The engine rates clarity, pace, vocabulary, grammar and listening accuracy against a fixed rubric, so results stay consistent across reviewers.
Communication / Live scoring Bianca OrtizClarity86Grammar79Pace & fluency82Listening accuracy91Tone appropriateness88Filler-word rate 3.1 per minute within the support benchmark of 5.
- 3
A level you can staff against
Every candidate gets a banded level with sample evidence, so you know who can hold a customer call today and who needs coaching first.
Reports / Communication Bianca OrtizCommunication band
B2+
SpeakingB2+WritingB2ListeningC1Customer toneB2+Voice-ready for tier-1 support. Written follow-ups need a template for the first month.
What you get out of it
Measure how someone actually speaks and writes.
- 4 skillsin one sitting
Speaking, listening, reading and writing are scored together instead of guessed at.
- ~60%fewer voice-role misfires
Fluency and clarity are checked before a candidate is put in front of a customer.
- Objectiveband scores
Automated scoring removes the accent bias and gut feel of a quick phone screen.
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Before you ask.
Listening comprehension, clarity, structure, tone, grammar and responsiveness scored separately so you can see where someone is strong rather than one blended number.
Scoring separates language proficiency from communication effectiveness, and items are reviewed for cultural and accent bias. You choose which dimension carries weight for the role.
Both. Written tasks cover email and chat responses; spoken tasks cover explanation, summarizing and handling a difficult conversation.
Yes. Items are built with I/O psychologists, checked for reliability (Cronbach's alpha above 0.80 on core scales), and reviewed for adverse impact. Norms are refreshed against a working-population sample.
Yes for the major platforms Greenhouse, Lever, Workday, SmartRecruiters, iCIMS, Ashby and others through native sync or API. Anything custom is handled with a webhook or scheduled sync.
Data stays inside your account and is never used to train models outside it. Xobin is SOC 2 Type II and ISO 27001 certified, with GDPR-aligned data processing and configurable retention.
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