Call Screening Training Assessment Form
Evaluate your understanding and performance in call screening after completing the training.
Participant Full Name
*
First Name
Last Name
Email Address
*
example@example.com
Date of Assessment
*
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Trainer/Assessor Name
*
Please select your department
*
Please Select
Customer Service
Technical Support
Sales
Other
Rate the following call screening skills based on the trainee's performance.
*
Rows
Needs Improvement
Satisfactory
Excellent
Greeting and introducing self
1
2
3
Verifying caller identity
4
5
6
Listening actively
7
8
9
Identifying caller's needs
10
11
12
Transferring calls appropriately
13
14
15
Managing difficult callers
16
17
18
How confident are you in handling call screening scenarios?
*
Not Confident
1
2
3
4
Very Confident
5
1 is Not Confident, 5 is Very Confident
Scenario 1: A caller is upset and demands to speak to a manager immediately. What is the best first step?
*
Calmly ask for more details about the issue
Transfer the call directly to the manager
Place the caller on hold without explanation
Other
Scenario 2: You cannot answer the caller’s question. What should you do?
*
Transfer to the appropriate department
Guess an answer
End the call
Other
What areas do you feel you need more training in?
Call documentation
De-escalation techniques
Call transfer protocols
None
Other
Additional comments or feedback
Submit Assessment
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