Call Centre Operative

AC-EXS®

The Participant assumes the role of a Call Centre Operative in the Customer Support Centre of Stenham Bank. The Bank provides a range of services including credit cards, holiday insurance, current accounts and on-line banking. With the help of a personal brief the Participant will answer the telephone to a customer who has queries regarding: a claim on their insurance policy; the range of services available; and a complaint about the service. The Participant must ensure that the outcome of the call is positive for the customer and that the action they agree is within the Company's specifications.

• Code: IS-I-CCO
• Work environment: One 2 One
• Category: A - Non-Management

Exercise Timings & Criteria