Quality Assurance Monitoring Forms

[Qura-tul-Ain]

I am formulating quality assurance procedures and would appreciate if anyone could send me examples of monitoring, feedback and coaching forms. Many thanks.

[Qura-tul-Ain]

In reference to my earlier post i would like people to mention some thing to improve the monitoring form that is currently used to check the quality of the pitch
Opening of the Call (25 points)
Pitch (25 points)
Closing (25 points)
Over All Quality (25 points)

Any prompt reponse will be highly appreciated. Any links to the websites that are related to the said topic will greatly help also.

Regards,
Qura-tul-Ain

[snydersc]

Did you get any information re: your request?

[Qura-tul-Ain]

Finally i got the answer to my own question ... and want to share it with all of you ....

The feedback form for the agent's call monitoring should be segmented into two part based

Fatal errors
and Non Fatal errors that they make

Fatal error can be refered to as Compliance issue ... the examples are
Lying to the customer
Manipulating the information given to the customer
Using Abusive language

Non Fatal errors can be related to any soft SKILLS that an agent need to have, including but not limited to
Proper introduction
Tone of voice
Proper opening
Complete product knowledge given
Proper rebuttals
Level of enthusiasum

Other then that the feedback form should also include
General feedback
Training/steps required for improvement
Duration of the call
Supervisor's name
Agent's Name etc

[Sandyrae]

I am looking for language used for agent call monitoring release forms. Can anyone help me? Email me at sraeside@wttw.com. Also, ICMI has a publication called "Call Center Sample Monitoring Forms" which has several options for call evaluation forms used in different industries.

Sandy

[Jumanji]

Hi

If you are doing call monitoring form, you can add a FCR (First Call Resolution) parameter to it. Did the call result in customer calling in again or did the call resolve the customers concern the first time he called.

In case of non call QM forms you can add the FTR (First Touch Resolution) parameter.

Also, I dont see a Zero Tolerance parameter in ur form which is an intergral part of most of the QM forms. Well this could already be in your Fatal Errors parameter. This is imp parameter as it lets the agents know that such a wrong action on the call is absolute no-no.


Cheers,
Jumanji