Assessment example call center
Answer (1)
Call Center Assessment ExampleSection 1 - Customer Service Scenarios (Role Play)You receive a call from an upset customer whose order has not arrived on time. How do you handle the situation?A customer asks for information about a product or service you don’t know much about. What do you do?Section 2 - Communication SkillsWrite a short response to the following customer email,"I received the wrong item in my order. Please help."Listen to a recorded call (or read a transcript) and identify areas where the agent could improve.Section 3 - Problem-Solving and Decision MakingIf a customer demands a refund but company policy only allows exchanges, how do you handle it?Describe how you prioritize multiple calls during a busy period.Section 4 - Technical SkillsBasic computer skills test: entering data accurately, navigating software (e.g., CRM).Typing speed and accuracy test.Section 5 - Behavioral QuestionsTell us about a time you dealt with a difficult customer. How did you manage?How do you stay motivated during repetitive tasks?
