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Norango Recruitment – Skills Assessment

Please complete this form as fully as possible. Take care – as this is part of your initial application we would expect you to use correct punctuation and spelling.

Name(Required)

First Last

Email(Required)

Best contact number(Required)

Please answer the following

Look at the phrases below, please tick which one applies to you

I am not afraid to ask as many questions as it takes until I get it right

I get the most out of training, and source material, and try to find answers myself

I am happy to be thrown in at the deep end and just get on with it

Do you have experience of using a Customer Relationship Management system, CRM(Required)

Yes

No

Some

Are you the kind of person that needs to do one job well at a time, or can you manage several tasks at once?(Required)

I prefer to do one job well at a time

I thrive on juggling several tasks at once

Briefly describe, if applicable, where you have successfully multitasked

Rate below how much this statement applies to you: I find myself struggling to find the right words to express my thoughts(Required)

Always

Often

Sometimes

Rarely

Never

Imagine you work for British Gas and you have taken a call from a client regarding their boiler not working properly, what kind of call would you describe this as?(Required)

A sales call

A support call

A legal call

An account management call

Some of our callers are not native English speakers, how would you ensure you had the correct details from the caller?

Repeat the details of the call back to the caller

Spell key words back using the NATO alphabet (i.e. alpha bravo charlie delta, etc.)

Ensure as a minimum you have their name and telephone number correct, at least spelt phonetically

Please let us know what geographies you have worked with on the telephone (e.g. Polish, American, Asian callers)

You are in the call centre, and have received a call where you know you have to limit the time to 3 minutes, how would you control the call?(Required)

The caller’s requirements are key regardless of the length of time required

I would interrupt the caller if necessary and advise them that to help with their query a supervisor will call them back

Set the scene at the beginning to advise the caller upfront how you will help them, and what is needed from this call

You are at your laptop, but not on shift, and you notice Norango need assistance in the call centre as calls are coming thick and fast, what do you do?(Required)

Offer 30 minutes of your time to assist

Advise that you are unable to assist today

Do not respond

Please describe a time when you took on a leadership role, be this for a project or as a permanent position. How did you ensure success?

If I am nervous or tense you can't tell by my tone of voice – I sound confident. – Is this true or false for you?

True

False

It depends

How would you handle a call where the caller was insistent on being put through to someone, but you know you are not allowed to transfer the call?(Required)

I would advise the caller that I am not supposed to transfer the call and could I please take their details

I would advise the caller that they are in an all day meeting, please can I take your details and arrange for them to be called back

I would attempt to transfer the call, in case those instructions were out of date

Please provide an example where you have delivered exemplary telephone customer service

Please can you state where you heard about us

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Calculating Infinity

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