Call Centre Dilemmas™

The Dilemmas Series™

Call Centre Dilemmas™

The Dilemmas Series™

View sample PDF
30 mins

20 credits per candidate

Why Call Centre Dilemmas?
  • Call Centre Dilemmas is cost effective, quick and easy to access online.
  • It is applicable to inbound call centre or contact centre staff across many business sectors, including banking, utilities, transport, telecommunications and local government.
  • It is suitable for any organisation of any size, single site or multisite – use the test with a handful of participants or thousands.
  • It has high job relevance, containing a range of typical customer service encounters set in contact centres of a bank, energy provider, train operator, mobile phone provider and local council.
  • Marking is fully automated, so it’s 100% error free and quicker than traditional competency based assessments, which have previously taken much longer to mark.

What does it Measure?

Call Centre Dilemmas takes around 30 minutes to complete and measures an individual’s Judgment and decision making skills in typical inbound call centre scenarios. It then generates a comprehensive feedback report against four key competencies

Competencies:
Understanding Customer Needs Delivering Quality Service Convincing Others Dealing with Challenging Situations

Contact Us  

 Our Details
The Talent Group.
Olivedale, Johannesburg, 2188
(27) 82-855-8150
Robyn Stephenson
robyn@thetalentgroup.co.za