AC-EXS Catalogue

First Line Finance

Type: Analysis Exercises - Report

Participants assume the role of a call centre Team Leader at First Line Finance, a financial services provider. They are presented with detailed information including the quality of the team members’ telephone calls, sales figures and future targets. Their task is to analyse the information and devise a plan for use as a brief at the next team meeting in order to increase the motivation and performance of their team.

Please note that the following competencies are only assessed within an optional briefing included in this exercise:

Flexibility
Openness to Change
Listening
Persuasive Oral Communication
Interpersonal Sensitivity
Impact

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Competencies

Creativity, Customer Service, Decisiveness, Flexibility, Impact, Interpersonal Sensitivity, Judgement, Listening, Openness to Change, Persuasive Oral Communication, Planning & Organising, Problem Analysis, Quality Standards, Written Communication,