Assessment tools aimed at improving the quality of Call Centers

Call Centers are one of the most important parts of the services which are provided by each and every organization. So it should be ensured that all the workers of any call centre are well trained and equipped to deal with any sort of challenging environment they may face while dealing with a customer.

Now-a-days managers, apart from using easily operated and multi functional software, are trying to invest more effort as well as capital to come up with certain assessment programs for increasing the efficiency of the employees. These development and customer service assessment programs will enable them to deal with customers better. Many of the BPO assessment services are aimed mainly to improve the efficiency and effectiveness of the workers when it comes to call handling. Some of those measures which managers use to improve the productivity of workers are-

·         Managers try and provide proper knowledge regarding the business to the entire workforce.

·         They ensure that the team always adheres to the schedule provided to them.

·         Managers also fosterpeer learning and use top performers to guide and train newcomers.

·         Many of the managers promote the actions which create long term relationships with the customers.

·         They also educate the employees about the best practices when it comes to handling any calls from the customers.

·         Mangers also provide training regarding the major etiquettes of handling calls.

·         Managers also teach the employees to be goal oriented and reach the desired outcomes.

·         Most managers show practical examples about how to reach the proper answers to all questions.

All the employees are also provided individual training programs.


For more information about customer service assessment, Managerial assessments, Pre employment assessments, chat Assessment, banking Assessment, BPO Assessment Service, Personality Assessment, visit the PMaps.

Acing a Pre-employment Test with flying colors

1. One can’t easily pass a pre-employment assessment but it is possible to prepare for those tests beforehand using various learning tools and techniques. These tools can provide a great help to gauge the personality type and also reveal the weaknesses on which he can work upon before taking any pre-employment examination.
   
   An assessment test is a very effective test which eliminates any type of partiality or error which might occur during any recruitment process. There is a lot of scientific data which goes into the process of hiring any employee which helps to promote assessment tests required for the same.
   Depending upon the type of organization one can encounter various types of pre-employment assessment test while searching for any job. Some of those tests are -
   
   Predictive Index – This is essentially a type of behavioral assessment to measure the personality of an applicant so that the employer can predict the potential for any person to achieve success while performing any kind of job function.
   
   Myers Briggs and Caliper Test –These are some of the tools to perform behavioral assessments which measure all the different behavioral tendencies one might exhibit. These tendencies which one might exhibit are later tallied with all the various general traits which are required to be successful at any task.
   
   Wonderlic Test - This is a widely usedcognitive assessment test which helps organizations to make managerial assessment about an individual’s learning styles. It helps an organization to understand how fast an employee can learn and apply any job related concept.
   
   For more information about Managerial assessments, Pre employment assessments, chat Assessment, banking Assessment, BPO Assessment Service, Personality Assessment, visit the PMaps.
2. Reference taken from here.
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   Customer Service Assessment — A tool to improve the business effectiveness

Best Practices to run a call centre effectively

Call Centers are one of the most important parts of the services which are provided by each and every organization. So it should be ensured that all the workers of any call centre are well trained and equipped to deal with any sort of challenging environment they may face while dealing with a customer.

Now-a-days managers, apart from using easily operated and multi functional software, are trying to invest more effort as well as capital to come up with certain assessment programs for increasing the efficiency of the employees. These development and customer service assessment programs will enable them to deal with customers better. Some of such BPO assessment services used by mangers are -

• ·         Try and create an environment of proper and healthy relationship with the rest of the team.
• ·         Provide proper knowledge regarding the business to the entire workforce.
• ·         Ensuring that the teams should always adhere to the schedule provided to them.
• ·         Encourage peer learning and use top performers to guide and train newcomers.
• ·         Promote the actions which create long term relationships with the customers.
• ·         Make the employees aware about the best practices about handling any calls from the             customers.
• ·         Provide training about the major etiquettes of handling calls.
• ·         Teach the employees to be goal oriented and reach the desired outcomes.
• ·         Showcase proper ways to reach the proper answers to all questions.
• ·         Provide individual training programs to all employees.
• ·         Rather than theoretical knowledge provide real time hands-on experience.
• ·         Use audio visual aids during the learning process.
• ·         Provide adequate demonstrations to solve all the queries of the employees.
• ·         Provide proper feedback to the employees about their performance.
• ·         Learning process should be carried on at regular intervals constantly.

For more information about Managerial assessments, Pre employment assessments, chat Assessment, banking Assessment, BPO Assessment Service, Personality Assessment, visit the PMaps.

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