Strengths and Weaknesses of Call Centre Agents Related Articles Super-Agents: The Top Ten Qualities of Great Contact Centre Agents Should Call Centre Agents Use Mobile Phones at Work? An Introduction to Call Centre Knowledge Base Software What Other Job Titles are Call Centre Agents Known By? © Vitalii Vodolazskyi - Adobe Stock - 268666714 1,286 Filed under - Forum 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 Published On: 12th Apr 2022 - Last modified: 4th May 2022 Read more about - Forum Recommended Articles Super-Agents: The Top Ten Qualities of Great Contact Centre Agents Should Call Centre Agents Use Mobile Phones at Work? An Introduction to Call Centre Knowledge Base Software What Other Job Titles are Call Centre Agents Known By? Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter