The basis for a well-operating customer service and call center departments is technical knowledge. The knowledge tests intended for new employees and occasional offer and product knowledge tests motivate employees to revise training materials thoroughly. With the help of automatic grading, it is now much easier to hold tests more frequently. This will also help you to quickly spot gaps in our employees knowledge and react accordingly with appropriate training. The use of tests will also let you determine whether employees' mistakes result from insufficient trainings or simple negligence.
Using Testportal to verify your customer service consultants knowledge can give your great insight into how their knowledge progressed over time. Record keeping of your employees' individual results and overall progress can be very beneficial during appraisals or employee one-on-ones.