I got the following monitor sheet from callcenterops.com forum. This is a forum utilized by agents in other countries (i found while searching for manila call center forums)...ok...now we know why the outsourced center for US is so fickle! How would you like to be monitored on each and every one of the following issues? However, most of us here will say many of these folks FLUNK the majority of these in the US center as well as other airline call centers...anyway, thought some here may enjoy an interesting read!!!! To say the least.
Call quality document
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Performance Review Sheet
Best Bad
Answering the Call:
Clarity of voice: 5 4 3 2 1
Tone: 5 4 3 2 1
Enthusiasm: 5 4 3 2 1
First Response:
Voice: 5 4 3 2 1
Tone: 5 4 3 2 1
Reaction: 5 4 3 2 1
Personalisation:
Use of Name 5 4 3 2 1
Empathy 5 4 3 2 1
Rapport Creation 5 4 3 2 1
Information Gathering:
Accuracy 5 4 3 2 1
Repetition 5 4 3 2 1
Relevance 5 4 3 2 1
Conversation:
Language
Flow 5 4 3 2 1
Modulation 5 4 3 2 1
Customer Engagement 5 4 3 2 1
Multi tasking:
Typing speed 5 4 3 2 1
Conversation breaks 5 4 3 2 1
CUSTOMER DELIGHT EXECUTIVE PERFORMANCE EVALUATION:
NAME : DATE OF ASSESSMENT:
PREPARATION:
1. OPERATOR GROOMING GOOD AVERAGE POOR
Guideline: Neat, well pressed and clean clothing, clean smelling, clean hair, nails.
2. OPERATOR HEALTH GOOD AVERAGE POOR
Guideline: Free from infections, cold, cough, sore throat, headache etc.
THE TELEPHONE:
3. WORKING CONDITION GOOD AVERAGE POOR
4. CLEANLINESS GOOD AVERAGE POOR
Guideline: Phone in working order, smelling clean and disinfected, free from stains.
ANSWERING THE CALL:
5. PICKING UP THE PHONE GOOD AVERAGE POOR
Guideline: Phone answered with in 3 rings.
SALUTATION:
6. MODULATION/TONE GOOD AVERAGE POOR
Guideline: Well-modulated, cheerful tone.
7. VOLUME GOOD AVERAGE POOR
Guideline: Normal conversational volume.
8. CLARITY GOOD AVERAGE POOR
Guideline: Each word separately pronounced without slurring.
9. SPEED GOOD AVERAGE POOR
Guideline: 160-170 Words per minute. Minimum 150 words per minute and maximum 170.
REACTION:
10. POISE GOOD AVERAGE POOR
Guideline: Able to maintain composure and remain positive and project understanding (empathy) despite obvious customer antagonism.
11. EXCUSES: GOOD AVERAGE POOR
Guideline: Able to handle a problem beyond his/her power to solve in a positive manner, takes responsibility without passing the blame.
12. TONE GOOD AVERAGE POOR
Guideline: Neutral yet positive, modulation at least once every two sentences and no hint of monotones.
13. CLARIFICATION GOOD AVERAGE POOR
Guideline: Information double-checked through repetition and clarification questions
14. SPEED GOOD AVERAGE POOR
Guideline: 140-150 words per minute. 120 Minimum. Maximum 150
15. PERSONALISATION GOOD AVERAGE POOR
Guideline: Name of the caller with appropriate prefix used in every other sentence.
QUERYING:
16. CONVERSATION FLOW GOOD AVERAGE POOR
Guideline: Charted line of questioning, able to get max info. In min. time. No pauses and gaps in conversation.
17. ATTENTION TO DETAIL GOOD AVERAGE POOR
Guideline: Able to gather maximum relevant information in detail in minimum time.
18. LANGUAGE/ PRONOUNCIATION GOOD AVERAGE POOR
Guideline: Stress laid on easy conversation with simple easy to understand words. Slangs, colloquialism avoided, willing & able to use vernacular if necessary.
19. PRODUCT KNOWLEDGE: GOOD AVERAGE POOR
20. ATTITUDE GOOD AVERAGE POOR
Guideline: Positive and helpful. Patient and willing to help.
21. MULTI-TASKING GOOD AVERAGE POOR
Guideline: Work on the computer simultaneously while engaging in conversation.
22. ACCURACY GOOD AVERAGE POOR
Guideline: Details noted down accurately and loaded on the system without need for outbound calls to customers. If necessary repeat the details.
23. COMMITMENT GOOD AVERAGE POOR
Guideline: The operator does not make direct commitments on behalf of the brand owners, shows sense enough to deflect the situation positively.
24. FUTURE REFERENCE GOOD AVERAGE POOR
Guideline: Reference number given with instructions for future calls on same claim.
CONCLUSION:
25. THANKING THE CALLER GOOD AVERAGE POOR
Guideline: End on a positive note. Offer assistance with name for future. Gives out his/her name with a offer of help in future.
26. HANGING UP CORRECT WRONG
Guideline: Waiting for the caller to disconnect before disconnecting and not slamming the phone.
Call quality document
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Performance Review Sheet
Best Bad
Answering the Call:
Clarity of voice: 5 4 3 2 1
Tone: 5 4 3 2 1
Enthusiasm: 5 4 3 2 1
First Response:
Voice: 5 4 3 2 1
Tone: 5 4 3 2 1
Reaction: 5 4 3 2 1
Personalisation:
Use of Name 5 4 3 2 1
Empathy 5 4 3 2 1
Rapport Creation 5 4 3 2 1
Information Gathering:
Accuracy 5 4 3 2 1
Repetition 5 4 3 2 1
Relevance 5 4 3 2 1
Conversation:
Language
Flow 5 4 3 2 1
Modulation 5 4 3 2 1
Customer Engagement 5 4 3 2 1
Multi tasking:
Typing speed 5 4 3 2 1
Conversation breaks 5 4 3 2 1
CUSTOMER DELIGHT EXECUTIVE PERFORMANCE EVALUATION:
NAME : DATE OF ASSESSMENT:
PREPARATION:
1. OPERATOR GROOMING GOOD AVERAGE POOR
Guideline: Neat, well pressed and clean clothing, clean smelling, clean hair, nails.
2. OPERATOR HEALTH GOOD AVERAGE POOR
Guideline: Free from infections, cold, cough, sore throat, headache etc.
THE TELEPHONE:
3. WORKING CONDITION GOOD AVERAGE POOR
4. CLEANLINESS GOOD AVERAGE POOR
Guideline: Phone in working order, smelling clean and disinfected, free from stains.
ANSWERING THE CALL:
5. PICKING UP THE PHONE GOOD AVERAGE POOR
Guideline: Phone answered with in 3 rings.
SALUTATION:
6. MODULATION/TONE GOOD AVERAGE POOR
Guideline: Well-modulated, cheerful tone.
7. VOLUME GOOD AVERAGE POOR
Guideline: Normal conversational volume.
8. CLARITY GOOD AVERAGE POOR
Guideline: Each word separately pronounced without slurring.
9. SPEED GOOD AVERAGE POOR
Guideline: 160-170 Words per minute. Minimum 150 words per minute and maximum 170.
REACTION:
10. POISE GOOD AVERAGE POOR
Guideline: Able to maintain composure and remain positive and project understanding (empathy) despite obvious customer antagonism.
11. EXCUSES: GOOD AVERAGE POOR
Guideline: Able to handle a problem beyond his/her power to solve in a positive manner, takes responsibility without passing the blame.
12. TONE GOOD AVERAGE POOR
Guideline: Neutral yet positive, modulation at least once every two sentences and no hint of monotones.
13. CLARIFICATION GOOD AVERAGE POOR
Guideline: Information double-checked through repetition and clarification questions
14. SPEED GOOD AVERAGE POOR
Guideline: 140-150 words per minute. 120 Minimum. Maximum 150
15. PERSONALISATION GOOD AVERAGE POOR
Guideline: Name of the caller with appropriate prefix used in every other sentence.
QUERYING:
16. CONVERSATION FLOW GOOD AVERAGE POOR
Guideline: Charted line of questioning, able to get max info. In min. time. No pauses and gaps in conversation.
17. ATTENTION TO DETAIL GOOD AVERAGE POOR
Guideline: Able to gather maximum relevant information in detail in minimum time.
18. LANGUAGE/ PRONOUNCIATION GOOD AVERAGE POOR
Guideline: Stress laid on easy conversation with simple easy to understand words. Slangs, colloquialism avoided, willing & able to use vernacular if necessary.
19. PRODUCT KNOWLEDGE: GOOD AVERAGE POOR
20. ATTITUDE GOOD AVERAGE POOR
Guideline: Positive and helpful. Patient and willing to help.
21. MULTI-TASKING GOOD AVERAGE POOR
Guideline: Work on the computer simultaneously while engaging in conversation.
22. ACCURACY GOOD AVERAGE POOR
Guideline: Details noted down accurately and loaded on the system without need for outbound calls to customers. If necessary repeat the details.
23. COMMITMENT GOOD AVERAGE POOR
Guideline: The operator does not make direct commitments on behalf of the brand owners, shows sense enough to deflect the situation positively.
24. FUTURE REFERENCE GOOD AVERAGE POOR
Guideline: Reference number given with instructions for future calls on same claim.
CONCLUSION:
25. THANKING THE CALLER GOOD AVERAGE POOR
Guideline: End on a positive note. Offer assistance with name for future. Gives out his/her name with a offer of help in future.
26. HANGING UP CORRECT WRONG
Guideline: Waiting for the caller to disconnect before disconnecting and not slamming the phone.
