Call Center Telephone Etiquette Assessment

$16.00

Call Center Telephone Etiquette Assessment

$16.00
description

The Call Center Telephone Etiquette covers and examines a general variety of skills, knowledge, and prior training for the Call Center Telephone professional. This assessment is focused on evaluating a trained customer service agent's communication skills along with their ability to recognize proper telephone etiquette, the best way to handle calls, department priorities, and the ability to provide first class customer service under any circumstances.

 

Number of questions 35
Competencies tested Communication Skills
Etiquette
Call Center Environment
Handling Calls
Role of the Call Center Representative
Outstanding Customer Service
Tasks tested Aggressive Voice
Using Customer Names
Active Listening
Dealing with Angry Calls
Assertive Responses
Passive Tone
Training and Mental Rehearsing
Dealing with Caller Emotions
Ending a Call
Time Zones
Email Etiquette
Demonstrating People Skills
Warm Transfer
Put a Call on Hold
Eating and Drinking
Dealing with Technology
Company Jargon
Cold Transfer
Dealing with Common Customer Questions
Handling Absent Coworkers
Invisible Queue
Punctuality and Absenteeism
Delicate Issues
Responding to Challenges
Handling Distracted Callers
Courtesy
Being Efficient and Helpful
Leaving Messages
Department Priorities
Controlling the Call
Customer Rapport
Mentoring Your Teammates
Customer Loyalty
Greetings
Company Policy