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
co
mp
etit
ion
s:

Rules of the
ga
me
:

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