Quizzes

It is my responsibility to compose, distribute and grade quizzes for our call center reps. I have to be creative in the quizzes that I come up with. Quizzes help with the ongoing training that we pride ourselves in as it helps to continue the learning process and to keep our reps, greenhorns, newbies or the old timers, to better help our callers. Quizzes are a great way to evaluate how knowledgeable your employees are in certain areas. Quizzes can be done often on a regular schedule or on a surprise basis to test staff on new products you offer, new sales skills they’ve been taught… any number of areas.

When evaluating the quizzes, don’t just grade them and give them back with a score and that’s it. You have to utilize those quizzes to give the employee more information to help them be better at their job. You can tie bonuses or incentives to quizzes that score over certain grade mark as well to make it more interesting and challenging. It also helps motivate staff to do better on the quizzes.

We usually have open book quizzes so employees have the opportunity to use store screens and training packets to find the information. That can work as a self-training tool to help them know where to get the information and help retain the information for future use.

You can do this for any type of company you work for. There is always something that someone can be quizzed on, whether it’s a specific answer that needs to be given a customer regarding an inquiry, or regarding company policies, standard procedures, how to handle irate customers, etc.

This also creates an opening for the employee to ask questions to clarify information and for the employee to get more comfortable in coming to a manager with questions and concerns. This line of communication is so very important in creating good will between management and the staff members. My work with the quizzes has earned me the name “teacher”. The amazing thing is, when I was little I wanted to be a teacher when I grew up.