Strengths and Weaknesses of Call Centre Agents

Assessing Strengths and Weaknesses of Call Centre Agents

I have been assigned to study the strengths and weaknesses of the teams of agents in the call centre, on an individual and group level.

I wondered if any one had any suggestions of aptitude or psychometric tests, that could be included along with an analysis of the KPI’s for the last quarter.

Question asked by Rumana

Assessing Strengths and Weaknesses of Call Centre Agents

Strengths and weaknesses can be broken down into 2 areas, skills levels and knowledge levels.

Skills can be measured with ; Call monitoring, on the job observation, team contributions, call metrics, controlled testing; trainer feedback

Knowledge can be measured with ; The same as above with perhaps more emphasis on training results and post training testing.

Both skills and knowledge measurement will provide you with real time analysis and ACTUAL skills and knowledge. aptitude and psychometric testing will provide evidence of likely behaviours, a rather vaguer measurement of assessing current strengths and is more likely to be used at recruitment level.

That said, SHL (Saddle and Holdsworth) general provide excellent tests although one usually has to be qualified/accredited to administer psychometrics.

With thanks to Closed

Author: Jonty Pearce