Call Monitoring Forms- NEED FEEDBACK!

[Genny]

I am in an inbound call center (Mortgage Services Industry) and in need for some feedback on call monitoring. We have been given a target goal of a 97% error ratio (on phone monitoring performance) to hit for our business plan objectives by second quarter of 2002.

I am looking for anyones opinion on what works best for them. I am working towards a non complex form that hits all the areas and yet will provide development feedback to our CSA's.

I would greatly appreciate any feedback...

Genny

[gkern]

We have a number of different forms/grading criteria that we use for our inbound queues. I can show them to you on-line if you are interested. You can also see the feedback mechanism. Everything is automated.

Let me know if you are interested

Greg Kern
CallTech
512-261-0409

[Genny]

Thanks Greg. I am interested. Shall I call the number you provided?

Genny

[gkern]

Yes, I am at that number now.

[caneuman]

Genny,
I have just developed an online, very easy to use form for my 2 call centers. It calculates to individual areas and overall score. I can send you a copy if you will email me at
claire.neumann@kemperinsurance.com

[Jimmy Childs]

We use an Excel spreadsheet. The rows are each an important element of the interaction. Each row is assigned a number of points. A perfect scoring totals 100 points. Each column is for a dated monitoring/scoring. There is a column showing the average scoring for each element. There is another column which averages the totals for all monitorings. The averages are linked to a Totals sheet having the same element rows and each column is the linked averages for an agent. We have an additional column on that sheet for scoring the entire call center. This sheet let's you know how each agent performs on every important element of a customer interaction and how agents scoring compare to each other. After more than one year of use you can also measure this year's performance against last years. Please let me know if you need further information about the sheet.

[ALFAGTV-6]

WOW a 97% error rate is your target? :)

I take it you mean 3%. You are concentrating on accuracy which is what really matters to your customers. Get the right answer the first time. My center move to this as well back in Feb 2001. Here is what we did........

Using Phone Reps and Team Leads, we jointly identified which areas, if not conducted properly on the call, would result in a "fatal error" thus causing an impact on the customer or our client. We found three areas, each worth 20% if any one is missed you fail the call:

Accuracy of information
Creating a complete call log with proper address info. (we ship product)
Using the correct warranty entitlement program for each product we service over the phone.

Having phone reps involved in the design of your monitoring form is key... you wil be surprised at how critical they are of the job they do and you have better "buy in" from your staff when you jointly develop this form.

We track accuracy seperatly, but it is part of the overall mearsurement and post the trending monthly in the center.