iRubric: DigiWidget Performance Assessment Rubric

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DigiWidget Performance Assessment Rubric

This rubric and evaluates the student's overall performance during their Mock Call presentation. The performance is the second of 2 assessments given to learners after formal training is issued.

Rubric Code: QX73ABB

By gthorne66

Ready to use

Public Rubric

Subject: Vocational

Type: Assessment

Grade Levels: Undergraduate

Key Performance Indicators This rubric describes the overall performance given by each learner
	Outstanding High Level Mastery of Topic 4 pts	Good Excellent Mastery of Topic 3 pts	Fair Competency was displayed, yet show some discrepancies 2 pts	Needs work Shows very little competency 1 pts
Problem Solving Strategy The student displaying their problem solving skills to the customer and provide the correct resolution to the customer's issue	Outstanding Problem solving strategy chosen for customer was highly effective. The student's thoughts were clear, succinct, and precise with their answers to customer. The student answered the customer's inquiry completely and accurately	Good Problem solving strategy used for customer was appropriate and within training guidelines. The student's thoughts were clear and they answered the customer's questions appropriately	Fair Problem solving strategy used for customer was not appropriate/accurate however, student showed very little understanding of problem and not totally within training guidelines	Needs work Problem solving strategy chosen for customer was not present, clear nor accurate and not within training guidelines
Customer Service Soft Skills The student must display soft skills to customer throughout the call. They must show Care, Appreciation, Rapport, and Empathy	Outstanding Soft Skills were used throughout the call. Student was extremely courteous, build positive rapport, showed/displayed empathy and expressed appreciation for the customer's call.	Good A modicum of soft skills were used throughout the call. Student was courteous, attempted to build rapport, show some empathy and thanked the caller, showing some appreciation	Fair Very little soft skills were used throughout the call. Student did not display enough courtesy, did not attempt to build rapport, did not show enough empathy to the caller and did not show their appreciation to the caller	Needs work Student failed to use soft skills as trained. The student was not courteous to caller, did not attempt to build rapport, displayed very little or no empathy to the caller. The student did not express their appreciation to the caller
System Navigation The student must show their mastery of the applications trained in class. The student must know which system to use for the variety of issues that customers call us on	Outstanding The student showed complete mastery and command of all systems used to assist customers. The student understood which system to use for the issue offered from customer. The student showed mastery of processing the order correctly and accurately	Good The student showed competency of systems used to assist customers. The student showed some understanding of which system to use for the issue offered from customer. The student showed competency of processing the order correctly and accurately	Fair The student was unsure of which systems were to be used to assist customers. The student showed very little understanding of which system to use for the issue offered from customer. The student was uncertain in processing the order correctly and was not totally accurate	Needs work The student was not able to assist customers through system navigation accurately. The student showed no understanding of which system to use for the issue offered from customer. The student was inaccurate in the processing the customer order and was not accurate
Proper Call Opening/Closing The student must open the call with the proper scripted opening and closing on each call for branding purposes	Outstanding The student branded the call with the correct opening and ended the call with the proper closing statement script correctly and accurately	Good The student did not brand the call with the correct opening and ended the call with the proper closing statement script	Fair The student did brand the call but not with the correct opening statement. The student did brand the closing but not with the appropriate scripting	Needs work The student failed to brand the call with the correct opening statement. The student failed to brand the closing with the appropriate closing scripting

Keywords:

DigiWidget Performance Rubric

Subjects:

Vocational

Types:

Assessment

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