Customer Support

We are serious in our promise to provide excellent customer support. 

To you, our customers, this means we commit to:

• Ensuring you have direct access to consultants who know our solutions inside and out. We provide ongoing monitoring of tools and proactively watch for anomalies in results, drops in completions, or other important indicators.
• Responsive support. You don’t get assigned to a queue or have to wait for days for an answer to a question. Nor do we limit support in any way. 
• Going above and beyond to support your success - whether it’s helping you determine the return on your investment, training your supervisors and managers in the most effective use of our assessments or guiding you in the use of the complementary Hiring Tracker system. It’s trite, but nonetheless true: Your success is our success.

We’re proud of the long-term partnerships we have with our customers – many of which span more than a decade. We look forward to working with you and your team.

FAQs

How do I get started with my new hiring system?

For Pen/Paper system:

• Send in the Test Fax (activates automatic scoring).
• Review your training/admin guide materials.
• Be sure you understand the process completely before you begin.  
• Call us if you have questions.

For Online system:

• Receive your UserID and Login from Corvirtus.
• Login and begin inviting candidates, OR
• Review candidates who came in from other links.

How long does it take a candidate to go through all of the steps from start to finish?

For Pen/Paper system:

• It typically takes two hours for a candidate to complete all of the selection steps. 

For Online system:

• It typically takes an hour or so for the candidate to complete the application and assessment.
• You will be notified by the system that the candidate needs to be scheduled for the interview(s); each interview should take less than half an hour.

Do we have to do the steps of the system in order?

For Pen/Paper system:

• No, each step’s result is independent of the other.
• However, we strongly recommend this order to maximize your time and effort.

For Online system:

• The initial online steps (generally Application and Assessment) must be completed in order.
• Once the candidate comes on-site, the steps can be completed in a different order, but the results will always be documented on the Hiring Tracker in the same order.
• We strongly recommend this order to maximize your time and effort.

A candidate indicated that they filled out an application online, but I can’t find him in my Hiring Tracker.

• The candidate may not have clicked the “Submit” button – until he/she clicks “Submit” the application is still pending.
• You can use the Advanced Search to see if the candidate is pending but has not completed the step; generally, only those candidates that have completed the appropriate steps can be viewed in your At-A-Glance page.

Now that we’ve rolled out, can I test all of my current employees?

• None of your current employees should be tested. They will be grandfathered in to the process and will only be tested if they leave, then are rehired.
• In the future, once someone has taken the assessment and been hired, they won’t need to take it again, if they leave, then apply again. You can just have their result looked up by contacting Corvirtus.

If someone discontinues on the interview, can they retake it?

• The interview is designed so that it measures a candidate’s general ability to perform the work you need them to perform and fit in with your culture.
• If someone discontinues on the interview, they are not likely to continue the next time they take it. However, if you would like to invite the candidate back to reapply, they may come back in 90 days and reapply.

What do I say if a candidate asks why they have to take an assessment?

• We have a standardized selection system that identifies individuals who are likely to be successful here and who will fit with your culture.
• Every candidate applying for a position who makes it to this step in the process must take the assessment.
• The assessment is designed to identify individuals with the skills necessary to work in the position for which they are applying in your company.

It seems like you have to have work experience to do well on this interview. A lot of my candidates are applying for their first job and they won’t do well on this interview. Do you have a different interview for people who have never worked before?

• We purposefully designed the interview so that the questions you will ask are related to the position and industry for which the candidate is applying, and the questions are set in that workplace environment.
• However, the skills being assessed by the questions are ones that are not dependent on having worked in the particular industry or knowing anything about the industry.
• The questions are worded such that they address general things, like the candidate’s sense of teamwork, responsibility, and initiative.
• The real purpose of questions is to assess basic skills that anyone can have with or without industry-specific experience.

It is hard to get references on the phone and many people do not want to give out any information. What do I do? (E.g., How important is it do the employment verification step? It seems like a waste of time.)

• The important thing with the Employment Verification step is to document all of your attempts to get information.
• Document each call you make, even if you don’t get any information or just leave a message.
• If you make at least two attempts to contact two different references, you will have done your due diligence to be sure that the candidate does not have a history of violence toward guests or employees.
• The documentation of the Employment Verification provides you legal protection; if you “could have” found out something that would have prevented a “negligent hire” but you didn’t check, you now become liable.

What if candidates indicate they do not want me to call their current employer? Can I call anyway?

• Let candidates know that a requirement of your hiring process is to check references.
• This will not be done until the last step of the process and that you will get the candidate’s permission before you call.
• If the candidate makes it through all of the steps, you can make him/her a job offer contingent on the reference check.
• At this point, ask the candidate to indicate on the Application that it is okay to call the reference before you make the call.

The right answers seem so obvious on the personality section of our test. How can you tell if the candidates are just putting down the right answer instead of what they really think?

• Research indicates that people who would need to alter their responses, usually don’t know they should or how to distort them in the right way.
• For example, if you are a negative person, you probably don’t see it as a bad thing, therefore, when presented with items that relate to negativity, it probably wouldn’t occur to you to respond in a more positive fashion.
• There are some scales that are designed to “catch” that sort of “socially desirable responding”, but using them to “correct for” this type of lying isn’t very effective.

What if I have Spanish-speaking candidates but none of our managers speak Spanish?

For Pen/Paper system:

• First consider how you would communicate with the candidate if he/she was an employee and did not speak English.
• If it does make sense for you to hire non-English speaking candidates, you can train a trusted, bilingual key hourly employee to administer the tools.

For Online system:

• If appropriate, the online steps are offered in multiple languages.
• First consider how you would communicate with the candidate if he/she was an employee and did not speak English.
• If it does make sense for you to hire non-English speaking candidates, you can train a trusted, bilingual key hourly employee to administer the tools.

If someone says they have a felony, am I allowed to ask them about it (e.g., what they did, what the outcome was, etc.)?

• Yes. Felons are not a protected group.
• You may not hire them based on their felon status as well as ask questions about the felony.
• Always follow your company’s policy regarding hiring felons.

Do I have to give everyone the option of re-taking the test in 90 days?

• No, you do not have to give everyone the option of re-taking the test. If someone does not fit the requirements of what you need, you don’t have to offer that option. In fact, in most cases they won’t even be aware that it is an option, so it is just a matter of not mentioning it.
• However, you want to treat all candidates the same, so be consistent in your practice of this. If you don’t want the candidate to return and it isn’t just because they discontinued, discontinue.