Identify Effective Call Centre Staff

Call centre staff are often a customer’s first point contact with an organisation. Call centre staff are required to interact with customers in a way that reflects the organisations values and approach customer queries in a proactive, considerate manner. Developed exclusively for Australasian call centres, the Call Centre Scenario Inventory (CCSI) assesses a candidate’s ability to perform effectively in a call centre environment. The CCSI allows organisations to assess a candidate’s fit with their organisational requirements by asking candidates how they would respond to a variety of scenarios that would be commonly found in call centres. 

The CCSI is mirrors typical call centre situations, takes only 20 minutes to complete, and can be administered in supervised or unsupervised settings. A comprehensive report is produced, outlining a candidates approach to 7 common call centre situations:

• Reaction to challenging customers
• Interaction with team members
• Maintaining high performance
• Following policy
• Adding value for customers
• Responding to sales calls

Want to Learn More:

	To learn more about the CCSI and the benefits it has to offer, download the CCSI Fast Fact
	To view an CCSI sample report click here
	Call us on +64 9 358 3233 and one of our OPRA Consultants will be able to assist you immediately or fill in our enquiry form  and we will be in contact with you within 24 hours.