Assessments can add key value to call centre operations, throughout the lifecycle of an agent to measure knowledge, improve performance and demonstrate compliance.

Our Call Centre clients including HSBC, Vodafone and Haven can access rich Management Information at their fingertips to analyse performance and benchmark individuals, teams and locations to identify the strengths and weaknesses and areas for focus and improvement.

For agents, tests can ensure recognition for knowledge and skills, the chance for top performers to out-perform peers, a competitive engagement in learning and highlight areas of personal weakness.

Some of the many ways online tests can add value within the call centres include:

Training Needs Analysis

• Identify skills gaps of individuals, group and the business
• Eliminate training or refresher courses where appropriate knowledge already exists
• Improve learning programmes based on results analysis

Product Knowledge

• Ensure product knowledge
• Test and accredit
• Measure knowledge versus confidence

Compliance

• Ensure compliance
• Tangible evidence to 3rd parties