Call Center Telephone Etiquette Assessment


Call Center Telephone Etiquette Assessment

Skills Assessment

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.


What Am I Buying?
When you purchase an assessment with Talevation, you will receive a credit for our online assessment portal. To access your purchase, you must head to our Login page found in the top right corner. There, you may redeem your credit and generate a link which will be sent to the candidate of your choosing.

How does it work?
Total Questions 35
Question Types Multiple Choice
Competencies Tested Communication Skills
Call Center Environment
Handling Calls
Role of the Call Center Representative
Outstanding Customer Service
Tasks Tested Aggressive Voice
Using Customer Names
Active Listening
Dealing with Angry Calls
Assertive Responses
Passive Tone
Training and Mental Rehearsing
Dealing with Caller Emotions
Ending a Call
Time Zones
Email Etiquette
Demonstrating People Skills
Warm Transfer
Put a Call on Hold
Eating and Drinking
Dealing with Technology
Company Jargon
Cold Transfer
Dealing with Common Customer Questions
Handling Absent Coworkers
Invisible Queue
Punctuality and Absenteeism
Delicate Issues
Responding to Challenges
Handling Distracted Callers
Being Efficient and Helpful
Leaving Messages
Department Priorities
Controlling the Call
Customer Rapport
Mentoring Your Teammates
Customer Loyalty
Company Policy