Telefinesse Indicator for Public Sector and Social Housing

Telefinesse Indicator is a contact centre telephone assessment specifically designed around the needs of social housing and public sector contact centres.

Telefinesse Indicator measures an individual skills, behaviour, attitude, values and knowledge in context to the role.  It takes 25-35 minutes to complete, is conducted by trained and accredited assessors and culminates in a full report with detailed graphs, notes and an overall Telefinesse score that allows you to predict the performance, tenure and engagement of an individual.

You can use the indicator to measure current employees in order to improve productivity, or use it to hire the best talent.

Telefinesse Indicator

The assessment consists of a number of role-plays, scenarios and questions that together measure the individual’s 

• Rapport building
• Taking ownership
• Active listening and comprehension
• Communications
• Information gathering and questioning techniques
• Problem resolution
• Ability to collaborate
• Motivational priorities: people v money v knowledge v activity v environment v creativity
• Telefinesse / paralinguistic:  tone, rate of speech, clarity, voice pitch etc.
• Customer focus
• Empathy

Graphs