SELF-ASSESSMENT CHECK

INSTRUCTIONS: This Self-Check will give the Trainer necessary data or information which is essential in
planning training sessions. Please check the appropriate box of your answer to the questions below.

NAME: __________________________________________ DATE: _________________

QUALIFICATION: CONTACT CENTER SERVICES NC II

COMPETENCIES
CAN I…?
BASIC YES NO
Module 1: Participate in workplace communication
Obtain and convey workplace information
Participate in workplace meeting and discussion
Complete relevant work related documents
Module 2: Work in a team environment
Describe and identify team role and responsibility in a team
Identify Own role and responsibility within the team
Work as a team member.
Module 3: Practice career professionalism
Integrate personal objectives with organizational goals
Set and meet work priorities
Maintain professional growth and development
Module 4: Practice occupational health and safety procedures
Identify hazards and risks
Evaluate hazards and risks
Control hazards and risks
Maintain occupational health safety awareness
COMMON
Module 1: Apply quality standards
Assess quality of received materials
Assess own work
Engage in quality improvement
Module 2: Perform computer operations
Plan and prepare for task to be undertaken
Input data into the computer
Access information using computer
Produce output/data using computer system
Use basic functions of a www.browser to locate information
Maintain computer equipment and systems
CORE
Module 1: Communicate effectively in English for Customer Service
Demonstrate an ability to express oneself in a clear and concise
manner
Demonstrate an ability to listen and comprehend effectively
Use communication cues
Communicate electronically in writing
Module 2: Perform customer service delivery process
Demonstrate an ability to answer or make a call
Demonstrate an ability to identify a customer need
Demonstrate an ability to capture and provide information and/or
directions.
Module 3: Demonstrate the ability to effectively engage customers
Demonstrate an ability to empathize with a customer
Demonstrate an ability to manage difficult conversation