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CALL CENTER CUSTOMER SERVICE SCENARIOS - Sample Candidate: Mary Example ID: maryexample@gmail Test: CALL CENTER CUSTOMER SERVICE SCENARIOS Date: 1/19/2010 Time: 08:31 Time Taken: 27 minute(s) Overall Score Overall Candidate Performance 0 1 2 3 4 5 Score: 3 (Average overall performance) Overall Analysis The candidate worked with simulated call center scenarios in which he or she was required to handle two different types of customer service calls: 1.) Problem Solving Calls in which the candidate had to solve customer problems, such as helping customers resolve the status of an existing order or handling customers with simple or complex complaints. 2.) Informational Calls in which a candidate had to provide an existing customer or a potential customer with information about the status of an existing order or about company products and services. The candidate demonstrated an ability to handle simple problem-solving calls, but not problem-solving calls of above-average complexity. While he or she was able to work with callers with simple problems, and do so politely and effectively, he or she did not demonstrate the same level of manners and efficiency when handling problems of even moderate complexity. The candidate demonstrated stronger ability in dealing with calls that required him or her to provide a caller with requested information. In those cases, the candidate was able to successfully provide information to callers with moderately complex requests, and to do so politely and effectively. The candidate may be able to work in call center situations where his or her primary responsibility is providing specific information to callers or solving simple problems. However, he or she should receive additional training on basic customer-service and problem-solving skills if he or she is going to be given responsibilities that may require the candidate to deal with complaining or angry callers, or callers with problems of average or above average complexity. Scale Scores In addition to the candidate's overall performance, the candidate was also measured on his or her performance on relevant scales, including

• manners, • effectiveness, • accuracy, • customer analysis • and ability to perform effective follow-up.

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Scale scores should be reviewed in combination with the Overall score listed above. For example, a candidate with a high Manners score and a high overall score demonstrates an ability to work professionally in the most complex interactions. A high Accuracy score and a lower Overall score demonstrates an understanding of navigating call center or customer relations management software, but a lower level of customer service skill in working with customers to provide information or solve problems. Manners When working in a customer service environment, a call center candidate must approach customers with professional courtesy: apologizing when appropriate, treating callers with respect, reassuring customers (including avoiding planting unnecessary doubt or concern in the customer's mind), avoiding unnecessary small talk and demonstrating patience, even with the most angry callers. Manners 0 1 2 3 4 5 Scores: 2.5 (Average performance) Analysis: The candidate demonstrated average performance in showing proper manners and respect to callers. While on several occasions, he or she responded to callers in ways that were respectful and polite, in other cases he or she selected responses that treated callers less respectfully (making inaccurate presumptions about the caller's situation, for example) or responses that placed unnecessary doubt in mind of the caller. Effectiveness In addition to being polite, a call center representative must answer questions and provide information in a way that resolves a caller's issues quickly and conclusively. An effective call center representative collects information from a caller in a fast, efficient manner, does not distract the customer with unnecessary questions or statements, finds information the caller needs, and provides answers to questions in a clear and unambiguous way. Effectiveness 0 1 2 3 4 5 Scores: 3 (Above Average performance) Analysis: The candidate demonstrated above-average performance in finding and providing information to callers in an efficient manner. On some occasions, the candidate may have selected responses that unnecessarily diverted the conversation away from collecting or providing information or solving a problem as quickly as possible. However, the candidate just as frequently selected options that moved the conversation towards a resolution of the caller's problem quickly and effectively. Accuracy Most call center environments require a representative to navigate a computerized call center system, such as a customer relationship management (CRM) or a general customer-service software package. This call center assessment provides a simulation of such a system and measures the candidate's ability to find information using the simulated system accurately. Accuracy 0 1 2 3 4 5

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Scores: 3 (Above Average performance) Analysis: The candidate demonstrated above-average ability in utilizing an automated call-center automation system accurately. The candidate did not make many errors when using the system to look up caller records or find needed information. However, on several occasions he or she may have required clarification to understand how to use the system appropriately or did not perform some operations such as database lookups in the most efficient manner possible. Analysis At the end of every call, the candidate is required to analyze the nature of the call he or she has just completed. The candidate's analysis score indicates his or her ability to analyze a call and a caller correctly, determining the caller's emotional state (polite, angry, etc.) and understand the caller's needs. Analysis 0 1 2 3 4 5 Scores: 5 (High performance) Analysis: The candidate demonstrated very strong ability to analyze the nature of calls in a call center environment. In all cases, the candidate accurately identified the caller's emotional state and requirements. Overall, the candidate demonstrates very strong listening skills and good judgment when analyzing customer service situations. Follow Up At the end of every call, the candidate was required to indicate specific follow-up activity that should take place after the call. This could include providing caller information to other departments (such as sales) for a follow-up call, sending suggestions to different departments to help avoid problems in the future, or providing information to supervisors for callers with complex questions that cannot be handled by the candidate. Follow Up 0 1 2 3 4 5 Scores: 2 (Below Average performance) Analysis: The candidate demonstrated below average ability to properly judge the correct follow-up activity for a call. In most cases, he or she did not select appropriate follow-up options at the end of a call, or did not understand that in many situations, no follow up activity is required.