Call center representatives should have the ability to do multiple tasks at the same time, such as listen and engage with customers, understand their complaints, find information on the website or within the software for them and solve their problems. This requires the ability to process a lot of information quickly. It's easy to make mistakes when trying to do multiple things at the same time, but it's of utmost importance that they maintain high levels of accuracy. Complete the scoring guide for the following questions based on 1 being a not so good response and 5 being an excellent an response.

Describe a time when you had to complete a task that you were not trained to do. How did you handle it?

Score	Behavior Description	Example of Response
1
2
3
4
5