HIRINGBRANCH FOR
Telecommunication Agents
Candidate
Record your response
Scenario
You are an IT help desk agent working at an internet company.
Task
Listen to the customer call, record your response by acknowledging their issue and assuring them you will help resolve it.
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Telecommunication contact centers (in-house or outsourced) standardize quality with skills-based telco assessments.
"Thank you for calling.
I understand it's frustrating
when your video freezes during a work call.
I can
help you troubleshoot and check if it's related to
your internet speed."
Acknowledgement
Empathy
Positive Language
"Thank you for calling.
I am sorry your T-shirt is
not to your liking.
Let me check for you what the
shipping policy is in case of cancellation.”
Acknowledgement
Positive Language
"Thank you for calling us.
I understand that you don't
recognize one of the transactions on your account.
I can definitely help you check this out on my end.
Acknowledgement
Positive Language
"Thank you for calling.
You must be excited about
your trip to Paris!
Let me help you see if the Silver
Plan fits this trip and future travel.
First, what type
of coverage are you looking for?
Building Rapport
Acknowledgement
Probing
"Thank you for calling.
You must be excited about
your trip to Paris!
Let me help you see if the Silver
Plan fits this trip and future travel.
First, what type
of coverage are you looking for?
Building Rapport
Acknowledgement
Probing
"Thank you for calling.
You must be excited about
your trip to Paris!
Let me help you see if the Silver
Plan fits this trip and future travel.
First, what type
of coverage are you looking for?
Building Rapport
Acknowledgement
Probing
Telecommunication agents scenarios
Candidates respond to telecommunication agents scenario prompts with open speech or text as if they were already on the job - like a trial. Al measures their soft skills so recruiters know who to pass through the hiring funnel.
Scenario prompts include:
Closing a deal
Roaming changes
Plan changes
Wi-Fi issues
Upsell
Data usage
Roles
For teams of 100 to 1000+, common telecommunication assessments include:
Telecommunication contact centers move fast.
We can help you move faster and hire better quality.
Talk to us about a no-risk assessment pilot.
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