Test Information

CALL CENTER - TELEPHONE SKILLS

eTicket Number:	1234567890123456789
Issued to:	sales@skillcheck.com
Name:	Jennifer Clayton
ID:	12345
Race:	no data available
Age:	no data available
Gender:	no data available
Date:	10/25/2005
Time:	14:02
Time Taken:	26 minute(s)

Performance Overview

SCORE:	93% (28/30)
Percentile ranking:	95
This account's scores:
	Number of scores:	267
	Average score:	83%
All recorded scores:
	Number of scores:	1425
	Average score:	64%

Performance Analysis

LEVELS

	Score	Correct	Total
BEGINNER:	100%	18	18
INTERMEDIATE:	82%	9	11
ADVANCED:	100%	1	1

TOPICS

	Score	Correct	Total
TELEPHONE KNOWLEDGE:	100%	10	10
HOLDING/FORWARDING CALLS:	83%	5	6
TAKING/LEAVING MESSAGES:	100%	4	4
MANNERS/PROBLEMS:	83%	5	6
SECURITY:	100%	4	4

QUESTIONS

Q #	Topic	Name	Status	Time (# secs)	Level
11	HOLDING/FORWARDING CALLS	Hold/Fwd: Hold Options	Correct	69	BEG
12	HOLDING/FORWARDING CALLS	Hold/Forward: Courtesy	Correct	37	BEG
13	HOLDING/FORWARDING CALLS	Hold/Forward: Extended Holding	Correct	29	INT
14	HOLDING/FORWARDING CALLS	Hold/Fwd: Multiple Calls	Correct	83	INT
15	HOLDING/FORWARDING CALLS	Hold/Forward: Angry Caller	Incorrect	37	INT
16	HOLDING/FORWARDING CALLS	Hold/Forward: Transferring Callers	Correct	16	BEG
21	MANNERS/PROBLEMS	Manners: Caller Greeting	Correct	26	BEG
22	MANNERS/PROBLEMS	Manners: Ending Calls	Correct	28	INT
23	MANNERS/PROBLEMS	Manners: First Names	Correct	25	BEG
24	MANNERS/PROBLEMS	Manners: Focussing Discussion	Correct	18	BEG
25	MANNERS/PROBLEMS	Manners: Number Request	Incorrect	70	INT
26	MANNERS/PROBLEMS	Manners: Angry Callers	Correct	58	BEG
27	SECURITY	Security: Company Information	Correct	42	BEG
28	SECURITY	Security: Home Number	Correct	48	INT
29	SECURITY	Security: Customer Information	Correct	36	BEG
30	SECURITY	Security: Buying Information	Correct	55	BEG
17	TAKING/LEAVING MESSAGES	Messages: Hold All Calls	Correct	18	BEG
18	TAKING/LEAVING MESSAGES	Messages: Prioritizing Calls	Correct	47	INT
19	TAKING/LEAVING MESSAGES	Messages: Wrong Number	Correct	21	BEG
20	TAKING/LEAVING MESSAGES	Messages: Insufficient Information	Correct	42	BEG
1	TELEPHONE KNOWLEDGE	Phones: Call Waiting	Correct	20	BEG
2	TELEPHONE KNOWLEDGE	Phones: Call Forwarding	Correct	13	BEG
3	TELEPHONE KNOWLEDGE	Phones: Directory Asstistance	Correct	59	INT
4	TELEPHONE KNOWLEDGE	Phones: Outside Line	Correct	15	BEG
5	TELEPHONE KNOWLEDGE	Phones: Pound (#) Key	Correct	24	BEG
6	TELEPHONE KNOWLEDGE	Phones: Time Zone - CO	Correct	220	INT
7	TELEPHONE KNOWLEDGE	Phones: Time Zone - GA	Correct	25	INT
8	TELEPHONE KNOWLEDGE	Phones: Time Zone - CA/NY	Correct	78	BEG
9	TELEPHONE KNOWLEDGE	Phones: Time Zone - IL/OR	Correct	159	INT
10	TELEPHONE KNOWLEDGE	Phones: Time Zones - International	Correct	38	ADV