Assessment Template For Telephone Operators

Provide information by accessing alphabetical, geographical, or other directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls.
Telephone Operators

Tests

Qustom Questions

Hiring success rate

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85% hiring better

Test Used

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13511 times

Popular Job Roles
411 Directory Assistance OperatorDirectory Assistance OperatorInformation SpecialistLive Source OperatorLong Distance Operator (LD Operator)Telecommunications OperatorTelephone OperatorToll Operator

Occupation-Specific

Technology Skills
Operating system software
Questions30
Time Limit25 min

Tasks

  • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
  • Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
  • Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
  • Observe signal lights on switchboards, and dial or press buttons to make connections.
  • Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.

Technology Skills

Operating system software

Handheld computer device software, Microsoft Windows

Spreadsheet software

Microsoft Excel

Helpdesk or call center software

Computer aided dispatch software

Electronic mail software

Microsoft Outlook

Video conferencing software

Video conference software

Worker Requirements

Technology Skills
Operating system software
Questions30
Time Limit25 min
Skills
Active Listening
Questions20
Time Limit25 min
Knowledge
Customer and Personal Service
Questions30
Time Limit20 min

Skills

Active Listening

Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Speaking

Talking to others to convey information effectively.

Service Orientation

Actively looking for ways to help people.

Social Perceptiveness

Being aware of others' reactions and understanding why they react as they do.

Critical Thinking

Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Knowledge

Customer and Personal Service

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

English Language

Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Telecommunications

Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

Communications and Media

Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.

Worker Characteristics

Technology Skills
Operating system software
Questions30
Time Limit25 min
Skills
Active Listening
Questions20
Time Limit25 min
Knowledge
Customer and Personal Service
Questions30
Time Limit20 min
Abilities
Oral Expression
Questions25
Time Limit25 min
Interests
Conventional
Questions30
Time Limit20 min
Work Values
Relationships
Questions25
Time Limit20 min
Work Styles
Stress Tolerance
Questions20
Time Limit20 min

Abilities

Oral Expression

The ability to communicate information and ideas in speaking so others will understand.

Oral Comprehension

The ability to listen to and understand information and ideas presented through spoken words and sentences.

Speech Clarity

The ability to speak clearly so others can understand you.

Speech Recognition

The ability to identify and understand the speech of another person.

Written Comprehension

The ability to read and understand information and ideas presented in writing.

Interests

Conventional

Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.

Social

Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.

Realistic

Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.

Enterprising

Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.

Work Values

Relationships

Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.

Support

Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.

Independence

Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.

Work Styles

Stress Tolerance

Job requires accepting criticism and dealing calmly and effectively with high-stress situations.

Integrity

Job requires being honest and ethical.

Dependability

Job requires being reliable, responsible, and dependable, and fulfilling obligations.

Adaptability/Flexibility

Job requires being open to change (positive or negative) and to considerable variety in the workplace.

Self-Control

Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

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