The Team Leader Readiness Face to Face Simulation gives you a first-hand look at how participants perform in a challenging one-on-one session with an agent. The simulation requires a participant to demonstrate team leader job skills in a live interaction with a person playing the role of a call center agent. This simulation measures the participant's ability to conduct a coaching session with an agent, provide constructive performance feedback, develop an appropriate action plan for improvement, and increase the agent's satisfaction with the company. An evaluator assesses the participant's performance and provides feedback about the participant's strengths and areas for improvement. The Team Leader Readiness Face to Face Simulation is a highly accurate assessment that can be used to identify and develop future team leaders or to hone the skills of existing team leaders.

The Team Leader Readiness Face to Face Simulation provides all of the materials needed to administer and evaluate the simulation. These materials include an easy-to-follow user guide, participant materials, role player materials, and standardized evaluation checklist. The simulation lasts a maximum of 35 minutes. The participant has 15 minutes to review the participant materials and to prepare for the session. The participant then has 20 minutes to discuss the performance issue with the agent/role player.

After the simulation, an evaluator completes the standardized evaluation checklist and enters the ratings into the scoring software. The scoring software enables you to instantly create and print a Team Leader Readiness Simulation Developmental Report for each participant. This report provides an overall score as well as specific developmental feedback based on the participant's performance during the simulation.

The Face to Face Simulation includes a standardized checklist to help evaluators quickly and accurately rate each participant's performance during the simulation. The checklist includes a numeric rating scale (from 1 to 6) and behavioral descriptors to assist with the rating process. Space is also provided for evaluators to provide specific comments regarding the participant's performance strengths and areas for improvement. A sample item from the evaluation checklist is provided below.

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