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Call Center Competencies

Authored by Rochelle Pedines

Computers

9th - 12th Grade

Used 2+ times

Call Center Competencies
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15 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Basic knowledge of computer usage, Windows applications, e-mail andinternet and the ability to learn organization- specific software – requirement.

Peer Coaching

Technical Literacy

Problem Solving

Call Center Technology

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Maintaining a calm demeanor and mental state when situations and emotions escalate to higher levels

Problem Solving

Interpersonal Communication

Managing Stress

Peer Coaching

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Gathering and analyzing then applying appropriate interventions to resolve an issue

Problem Solving

Interpersonal Communication

Decision Making

Peer Coaching

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Offering support and guidance to co – workers

Problem Solving

Interpersonal Communication

Decision Making

Peer Coaching

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Managing multiple priorities or assignments simultaneously.

Problem Solving

Multitasking

Decision Making

Peer Coaching

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Managing multiple priorities or assignments simultaneously.Ability to actively listen, question appropriately, provide feedback, and use the skills outlined to build customer relationships

Interpersonal Communication

Multitasking

Decision Making

Peer Coaching

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Ability to work effectively with others and contribute to team task accomplishment

Interpersonal Communication

Good Team Player

Decision Making

Peer Coaching

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