Call Center Telephone Etiquette Assessment

  • $10.00

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.

Assessments for Call Center Environment [audio], Call Center Customer Service Survey, and Call Center Listening Skills [audio] are also available.

Number of questions 35
Test format Multiple-Choice
Time to complete Varies by skill
Topics covered Call Center Environment
Communication Skills
Handling Calls
Outstanding Customer Service
Role of the Call Center Representative
Tasks tested Active Listening
Aggressive Voice
Assertive Responses
Being Efficient and Helpful
Cold Transfer
Company Jargon
Company Policy
Controlling the Call
Customer Loyalty
Customer Rapport
Dealing with Angry Calls
Dealing with Caller Emotions
Dealing with Common Customer Questions
Dealing with Technology
Delicate Issues
Demonstrating People Skills
Department Priorities
Eating and Drinking
Email Etiquette
Ending a Call
Handling Absent Coworkers
Handling Distracted Callers
Invisible Queue
Leaving Messages
Mentoring Your Teammates
Passive Tone
Punctuality and Absenteeism
Put a Call on Hold
Responding to Challenges
Time Zones
Training and Mental Rehearsing
Using Customer Names
Warm Transfer
Supported languages ๐Ÿ‡บ๐Ÿ‡ธ English (en_US)