Call Center Customer Service Scenarios Assessment
The Call Center Customer Service Scenario assessment aims to assess whether the assessment taker can determine the most appropriate response to a myriad of basic call center situations. These situations are mainly customer service driven but there are also questions about creating effective call center environments, dealing with company policies, and figuring out departmental hierarchies.
This assessment is appropriate to administer to those who will be working in a call center with external customers.
An audio version of this assessment is also available: Call Center Customer Service Scenarios [audio].
|Number of questions||20|
|Time to complete||Varies by skill|
|Topics covered||Billing Issues
Internal Policies and Co-Worker Interactions
Responding to Customer Needs
|Tasks tested||Assisting a Customer with an Immediate Issue
Call Transfer Mistake
Closing A Call
Credit Card Security
Customer Address Change
Customer Asking for Discount
Customer Unhappy with Delivery Schedule
Greeting the Customer
Helping a Frustrated Customer
Product Accessory Information
Returning Used Merchandise
Unable to Download Software
Using Appropriate Form of Payment
|Supported languages||🇺🇸 English (en_US)