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Test knowledge and skills against your requirements.
Let employees show what they know through Coaching Sessions Assessments and Roleplays. You set the criteria, attempt limits and passing scores in an Assessment Journey. Track results and passing status in Insights.
Your criteria · Passing scores · Traceable evidence
The problem.
Completing training is not the same as demonstrating a skill.
The employee has seen the presentation. Listened to the episode. Read the process. Clicked through the course. But when the customer is standing in front of them, different questions arise:
- Can the employee explain what applies, in their own words?
- Can the person reason when the situation changes?
- Do they know which steps to follow?
- Can they handle an exception?
- Can they apply the knowledge in a realistic customer scenario?
Start with what employees need to know and do in their role.
Two ways to follow knowledge and skills.
Follow training or test skills in an Assessment.
Training results help you follow progress. Assessments test skills against defined requirements, with your own attempt limits and passing scores. Choose the setup that fits your purpose; not every training initiative needs formal assessment.
Ongoing training results
Follow how the exercises are going.
Scored Roleplays and Coaching exercises provide results and feedback against the exercise criteria. Review several attempts to follow progress in the skills being practiced.
Mastery Score uses the best valid results in completed Roleplays, Coaching exercises and Flashcards. Flashcards use self-assessment; Episodes and Challenges are not included.
Formal assessment
Assessments against your requirements.
Build an Assessment Journey with Coaching Sessions Assessments and Roleplays to test knowledge and skills against defined requirements. You set the criteria, attempt limits and passing scores.
Every required activity must be passed to pass the whole Assessment Journey. Track results, attempts and passing status in Insights.
A Roleplay can be used for practice or included in Assessments. The purpose and criteria shape the exercise. A Journey can bring several activities together.
The formats.
Choose the format for what participants need to demonstrate.
Scored Roleplays
Participants practice a realistic conversation with an AI customer. In Assessments, you also set attempt limits and passing scores.
Scored Coaching Sessions
Spoken exercises where the participant needs to recall the knowledge, put it in their own words and reason – scored against your criteria.
Flashcards for review
Review facts and concepts with Flashcards. Participants rate what they knew themselves; this is not a formal Assessment exercise.
Coaching Sessions Assessments
Participants answer in their own words against defined criteria. The conversation is set up for assessment, without coaching toward the right answer.
How Assessments are used today
Popscale Assessments
Build an Assessment Journey with Coaching Sessions Assessments and Roleplays. One example allows three attempts per exercise and a passing score of 60 percent. Every required activity must be passed to pass the whole Journey. You choose the limits for your program.
What can be assessed?
From product knowledge to leadership.
Product and service knowledge
Can the employee correctly explain what the customer needs to understand about products, services, prices, terms and alternatives?
Process knowledge
Does the person know what should happen with complaints, deviations, booking changes, escalations and internal handovers?
Customer scenarios
Can the person reason and act when the customer is dissatisfied, hesitant, stressed or has an unrealistic expectation?
Advising customers
Does the employee understand the principles behind needs analysis, recommendations, expectation management and service?
Leading customer-facing teams
Can the leader give relevant feedback, coach the right behaviors and prioritize when the workload increases?
Readiness
Is the team ready for a new product, process, campaign, membership model or role?
Criteria and evidence.
Assess against what you actually require.
Define what matters for the role:
Illustration of assessment evidence
- Assessment area
- Product knowledge
- Criterion
- Can explain what a service package includes and when it fits the customer’s needs.
- The participant’s answer
- The participant’s explanation in the exercise.
- Assessment
- The result against the defined criterion.
- Rationale
- Which parts of the answer the assessment is based on.
- Development area
- What needs to be strengthened if the criterion is not met.
Consistent is not the same as infallible
AI assessment needs clear boundaries and human accountability.
AI can help ensure that the same questions, instructions and criteria are applied more consistently at scale. That does not mean the assessment is objective, bias-free or infallible. This calls for:
Use the result to inform human judgment, not to make automatic decisions about a person.
Read results in context.
Follow the exercises. Investigate business impact separately.
Insights can show:
Results show what happened in Popscale. To investigate effects on sales or customer satisfaction, you also need business data and a well-designed comparison. Read more about Insights →
Book a demo.
See how knowledge and skills can be assessed.
Our standard demo shows an Assessment Journey, an assessed activity and how to follow results and passing status in Insights. Think about the knowledge or skills you need to assess.