InfoCheckUSA Skills Testing

 

[Test Info Graphic]Test Information: CALL CENTER - TELEPHONE SKILLS
 

   
eTicket Number: 1234567890123456789
Issued to: sales@infocheckusa.com
 
Name: Jennifer Clayton
ID: 12345
Race: no data available
Age: no data available
Gender: no data available
Date: 10/25/2005
Time: 14:02
Time Taken: 26 minute(s)



[Overview Graphic]Performance Overview
 

     
SCORE: 93% (28/30)
Percentile ranking: 95
 
   This account's scores:
  Number of scores: 267
  Average score: 83%
 
   All recorded scores:
  Number of scores: 1425
  Average score: 64%



[Analysis Graphic]Performance Analysis

LEVELS
 

  Score Correct Total
   BEGINNER: 100% 18 18
   INTERMEDIATE: 82% 9 11
   ADVANCED: 100% 1 1



TOPICS
 

  Score Correct Total
   TELEPHONE KNOWLEDGE: 100% 10 10
   HOLDING/FORWARDING CALLS: 83% 5 6
   TAKING/LEAVING MESSAGES: 100% 4 4
   MANNERS/PROBLEMS: 83% 5 6
   SECURITY: 100% 4 4



QUESTIONS

 

Q # Topic Name Status Time (# secs) Level
11 HOLDING/FORWARDING CALLS Hold/Fwd: Hold Options Correct 69 BEG
12 HOLDING/FORWARDING CALLS Hold/Forward: Courtesy Correct 37 BEG
13 HOLDING/FORWARDING CALLS Hold/Forward: Extended Holding Correct 29 INT
14 HOLDING/FORWARDING CALLS Hold/Fwd: Multiple Calls Correct 83 INT
15 HOLDING/FORWARDING CALLS Hold/Forward: Angry Caller Incorrect 37 INT
16 HOLDING/FORWARDING CALLS Hold/Forward: Transferring Callers Correct 16 BEG
21 MANNERS/PROBLEMS Manners: Caller Greeting Correct 26 BEG
22 MANNERS/PROBLEMS Manners: Ending Calls Correct 28 INT
23 MANNERS/PROBLEMS Manners: First Names Correct 25 BEG
24 MANNERS/PROBLEMS Manners: Focussing Discussion Correct 18 BEG
25 MANNERS/PROBLEMS Manners: Number Request Incorrect 70 INT
26 MANNERS/PROBLEMS Manners: Angry Callers Correct 58 BEG
27 SECURITY Security: Company Information Correct 42 BEG
28 SECURITY Security: Home Number Correct 48 INT
29 SECURITY Security: Customer Information Correct 36 BEG
30 SECURITY Security: Buying Information Correct 55 BEG
17 TAKING/LEAVING MESSAGES Messages: Hold All Calls Correct 18 BEG
18 TAKING/LEAVING MESSAGES Messages: Prioritizing Calls Correct 47 INT
19 TAKING/LEAVING MESSAGES Messages: Wrong Number Correct 21 BEG
20 TAKING/LEAVING MESSAGES Messages: Insufficient Information Correct 42 BEG
1 TELEPHONE KNOWLEDGE Phones: Call Waiting Correct 20 BEG
2 TELEPHONE KNOWLEDGE Phones: Call Forwarding Correct 13 BEG
3 TELEPHONE KNOWLEDGE Phones: Directory Asstistance Correct 59 INT
4 TELEPHONE KNOWLEDGE Phones: Outside Line Correct 15 BEG
5 TELEPHONE KNOWLEDGE Phones: Pound (#) Key Correct 24 BEG
6 TELEPHONE KNOWLEDGE Phones: Time Zone - CO Correct 220 INT
7 TELEPHONE KNOWLEDGE Phones: Time Zone - GA Correct 25 INT
8 TELEPHONE KNOWLEDGE Phones: Time Zone - CA/NY Correct 78 BEG
9 TELEPHONE KNOWLEDGE Phones: Time Zone - IL/OR Correct 159 INT
10 TELEPHONE KNOWLEDGE Phones: Time Zones - International Correct 38 ADV

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