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Emotional Intelligence for Call Center Representatives

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

What is emotional intelligence?

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1. This tenant of emotional intelligence is focused on controlling and managing your own emotions.

2. What does it mean to be empathetic?

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About This Quiz & Worksheet

Gauge your knowledge of emotional intelligence in call centers with this short quiz and worksheet. This includes topics like empathy and showing respect during interactions with callers.

Quiz & Worksheet Goals

This quiz will assess what you know about the following:

  • The definition of 'emotional intelligence'
  • Controlling and managing your own emotions
  • What 'empathetic' means
  • Showing respect toward callers
  • Managing the emotions of others

Skills Practiced

  • Information recall - access the knowledge you've gained about emotional intelligence in call centers
  • Knowledge application - use your knowledge to answer a question about controlling and managing your own emotions
  • Interpreting information - verify that you can read information about the best way to show respect toward callers and interpret it correctly

Additional Learning

Be sure to check out the related lesson titled Emotional Intelligence for Call Center Representatives. Below are a few examples of what's covered in this lesson:

  • The five key areas of emotional intelligence
  • How behaving naturally helps
  • Mirroring the customer's language
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