Assessment Tools

Mystery Shopping Assessment Tool


Description

Mystery Shopping is a managerial tool, used to evaluate and assess front-line employees’ knowledge, Skills, and attitudes, designed to identify any possible defects or faults, or any superior and outstanding performance within the operations and procedures in the customer side using a user-friendly tool.
Using mystery shopping tool will increase the quality and level of service that the customer gets from the organization, and this is the main reason that we use mystery shopping for; and applying this tool will allow you to see the business through the customers’ eyes, evaluate customer satisfaction level, and benchmark your business. In addition to the management; many department inside the organization can benefit from mystery shopping results include human resources, quality department, and marketing

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Role-Play Skills Assessment Tool


Description

Role-Play tool is an evaluation, coaching, and assessment tool used to measure the employees’ performance and skills and gave them a specific training regarding to their performance, this tool can be used for Tellers and Customer Service, or even call center agents’ assessment. The role-plays conducted by two expert evaluators who plays the role of customers and evaluators.
The evaluation process is supported by an effective reporting tool that shows the results of evaluation. The results of evaluation can consider a decision support system which give the management the areas of development and determine the training need for the employees

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Real Time Skills Assessment Tool


Description

This tool aims to evaluate front-line employees’ skills individually using a real-time evaluation and assessment technique and up to the highest standards in sales, customer service, and communication skills. This technique used to measure the service level for all front-line employees including Customer Service Representatives and tellers.
This technique conducted by experienced evaluators at a real situation inside the branch without using any kind of role-plays. At the end of evaluation process; a detailed report will be provided explaining the results of assessment using a software customized specially to analyze and represent the data and result graphically in a form fits with organization needs, and these results can consider as a decision support system which give the management the areas of development and determine the training need for the employees.

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