I am in the process of running a number of client skills courses. One part of it focuses on telephone skills and I will be doing some 1:1 assessments with each person. I am trying to create an assessment sheet that can be used. Does anyone currently use anything like this (and can I 'borrow' it???)
I will be doing an assessment to see what I need to focus on, then I will do some coaching and role play (1:1) and then I wil do a final assessment so I have some sort of measurement in place.
Any Ideas......PLEASE
Darren Toms
2 Responses
Telephone Assessment
Hi Darren
I think I will be able to help you either adapt something I already have or write something specific.
Ill drop you an email.
Neil Wilkins
Telephone Assessments
Measuring soft skills such as a telephone technique is always difficult however is possible. Compliance/regulatory areas are always easier as these tend to be “yes they did” or “no they didn’t”.
It is important both yourself and the person you are assessing have a clear understanding of what is expected to be included within each part of the call dialogue. Therefore, you need to create a matrix covering each area of the call dialogue and start by including what is classified as “acceptable” i.e. what you would expect to hear in a standard JP Morgan call. From there you can then start to look at what would be classified as above or below the “acceptable” level.
I have done something similar with previous companies and I can certainly send you this to look at. However, it will take sometime to adapt it to fit your call dialogue and elements.
Neil