Telephone Betting Induction Programme

Post-Training Assessment

Name:

Date:

Information

Congratulations on completing your Telephone Betting induction programme.

This post-assessment is to be done after you have completed your classroom training programme, and follows the same format as the pre-assessment you completed at the start. As before, each question is worth a certain number of points, and the points scored will be added together to give you an overall score.

Please carefully read and follow the instructions at the beginning of each section, and consult your facilitator if you have any queries. Please attempt every question.

Good luck!

Section 1: Introduction to Retail Telebet

Question 1 (2 points)

In the space below, please explain what telephone betting agents do:

Question 2 (2 points)

Why is a telephone betting agent’s role important?

Section 2: Background Knowledge

Question 1 (6 points)

In the space below, please list the three customer account types and briefly describe each:

Account type Description

Question 2 (2 points)

In the space below, please describe what you think a Softphone is:

Question 3 (2 points)

Why do you think it is important for a telephone agent to have a call script?

Question 4 (2 points)

What is the Telebet system used for?

Question 5 (2 points)

Should an agent ask a customer for their account number during a telephone betting call? Please give a reason why you think it should or should not be done.

Question 6 (4 points)

Please complete the table below, outlining what needs to be done when starting and ending a shift:

Start of shift End of shift

Section 3: Processes

Question 1 (7 points)

For the processes below, please circle Yes for the ones a tele-betting agent will be expected to perform and No for the ones that you will not perform:

Take a bet Yes No

Open an account Yes No

Provide results Yes No

Redeem free bets Yes No

Quote prices Yes No

Updating customer details Yes No

Making deposits Yes No

Making withdrawals Yes No

Account transactions Yes No

Use OBAC Yes No

Update customer details Yes No

Order loyalty cards Yes No

Reset customer password Yes No

Order a copy of a statement Yes No

Question 2 (2 points)

In the space below, please list the information a telephone agent needs from a customer in order to place a bet for the customer:

Question 3 (2 points)

Describe the process for accessing results for a customer:

Question 4 (2 points)

Describe what OBAC is and what it is used for in telephone betting:

Section 4: Soft Skills

Question 1 (4 points)

Soft skills consist of many elements. For each element below, please tick if you agree or disagree as to whether it is a component of soft skills:

A component of soft skills is: Agree Disagree

Tone of voice

Pronunciation

Grammar

Volume of voice

Problem-solving with a customer

Controlling a call

Pitch of voice

Decision-making skills

Negotiation skills

Speed of speech

Listening skills

Question skills

Empathy

Courtesy words

Vocabulary

Modulation

Question 2 (1 point)

Poor soft skill during a call has an impact on…. (please tick one of the following):

My customer

Me

Both me and my customer

Question 3 (3 points)

Please describe this impact of poor soft skills, in as much detail as possible, in the space below (please outline at least three outcomes of poor soft skills):

1:

2:

3:

Section 5: Quality and Performance

Question 1 (6 points)

Please define the following performance terms, stating what the term stands for and explaining each one briefly:

Term Stands for: Brief explanation:

AHT

QA

KPI

Term Stands for: Brief explanation:

BPQ

Section 6: Bet types and Sports

Question 1 (5 points)

Please calculate the following:

£10 WIN @ 6/4 = …………..…….

£14 WIN @ 4/7 = …………..…….

£45 WIN @ 4/9 = …………..…….

£165 WIN @ 10/11 = …………..…….

£1 WIN @ 85/40 = …………..…….

£40 WIN @ 100/30 = …………..…….

£100 WIN @ 15/8 = …………..…….

25p WIN @ 10/1 = …………..…….

£385 WIN @ 2/7 = …………..…….

£25 WIN @ 7/2 = …………..…….

Question 2 (4 points)

Please complete the table below on Horse Racing:

Sport: Horse racing

Season:

Key competitions:

Rules of the game:

Scoring:

Section 7: Myths and Facts

Question 1 (4 points)

Please tick the relevant column to indicate if each statement about telephone betting is a myth or a fact:

Myth Fact

A bet can be cancelled by an agent, even after it has been called back and confirmed

The minimum stake for telephone betting customers is £1

A call script needs to be adhered to by all agents

An agent does not need to log out at the end of a shift

If an agent gets a customer query they don’t know how to handle, they have no real support to help them

An agent’s performance is partly measured by the average length of their calls.

An agent should contact the Helpdesk for all issues they need help with

An agent needs to check their email regularly for messages

Congratulations, you have completed your post-training assessment.

We wish you all the best!

Scoring for Facilitator:

Section 1: ……………….. out of

Section 2: ……………….. out of

Section 3: ……………….. out of

Section 4: ……………….. out of

Section 5: ……………….. out of

Section 6: ……………….. out of

Section 7: ……………….. out of

Total: ………….. out of