The Contact Centre TNA is a comprehensive assessment that is conducted live and virtually with proven and demonstrative validity and reliability.

It identifies every aspect of the training and development gaps of each advisor and team across the operation including:

• Knowledge
• Skills
• Behaviour
• Values
• Motivation

The assessment takes around 20-25 minutes to conduct and consists of a number of live interactive role-plays and scenarios that can take place via the telephone, video of if you prefer face to face, utilising our Virtual Assessment Centre platform.

The assessment culminates in a graphical report together with the assessor notes. You are allocated a secure space in the Virtual Assessment Centre where you can administer all the assessments and manage the results.

The results provide direction to each team leader what speed training (or any other form of training) activities should be conducted with their team and in what order based on the priority of the needs.

Contact Centre TNA can be bought off-the-shelf, or tailored to your specific framework. It can be conducted in-house by your own assessors, or outsourced to our team of accredited, virtual assessors, whichever best suits your business needs.