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Call Center/Help Desk Competency Assessment
The Call Center/Help Desk Competency Assessment covers the following areas of skills and behaviors.
Active Listening
Call Reporting
Campaign Management
Coaching and Motivating
Customer Focus
Handling Difficult Calls
Inbound Statistics
Interpersonal Skills
Lead Generation
Order Taking
Outbound Statistics
Product Knowledge
Schedule Adherence
Speaking
Stress Tolerance
Systems and Technology Use
Technical Support
Telephone Sales
Telephone Skills
Workforce Management
The online platform provides three components highlighted below:
1. Individual Component
Individual respondents conduct the online assessment using a dual rating scale of importance and effectiveness, with areas for verbatim responses. Additional features include areas for input and feedback for identifying and linking expression of the competencies in the workplace, and for future development and action planning.
2. Facilitator, Administrator, Manager Component
Through the administrative function, managers and facilitators setup and provide respondents with access codes to the selected assessments. Managers and facilitators may set expectations (optional feature) for the overall group’s level of performance using an expectation scale. Managers and facilitators have access to detailed guides, helps, and resources in the facilitator's toolkit.
3. Reporting Component
Individual respondent competency report
Group results and outcomes report
Participant activity report
Effectiveness evaluation report