Call Centre Dilemmas™

The Dilemmas Series™

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30 mins

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?

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