I'm looking for a CALL QUALITY DOCUMENT

[dancelikeacrazyboy]

Hiya all. I'm a Team Leader in a telecommunications contact centre in Australia. We plan to overhaul our existing Call Monitoring document which is outdated and ineffective.

Just wondering if any one knows of a kind of template that we can start with?

Of course we want to customise it to include our client and business requirements.

Any help would be awesome. Thanks.

Dan. :)

[Doberman]

sending you the one we use at our bank. It was prepared by me.
Please e-mail me.
flirtox@gmail.com
Make sure the subject is : CallCenterOps
so that I recognize it ain't junk.

Regards

[Saramencia]

Hi Doberman:

I would love too to receive that document.

Thanxs!


saramencia@hotmail.com

[loprox]

I, too would love to see this document.

Please forward to atrottier@kjmg.com

Thank you,
Alex

[prasadha]

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.

[anthrax]

even I would like to have this document if u could share it please

anthraxo@rediffmail.com

[mikkel1982]

hi can you forward it to me ...
mikkel1982@yahoo.com

-mikey

[soumik]

Hi,
Can I have a copy too...... Thanx
soumik1@gmail.com

[ctaylor]

Send me an email I will email you a QA development document

Let me know if you require any additional information.

Colin Taylor
www.thetaylorreachgroup.com
ctaylor@thetaylorreachgroup.com

[ned2006]

Hi Dan,

The type of document that was developed for the call centres I manage is an absolute score card - meaning, it is based on a "did the agent comply" or 'did the agent not comply". in other words, a yes or no scenario as opposed to a scale based rating system 1 - 5.

If you would like me to send a copy of this to you please e-mail me: waldok@nedbank.co.za.

[rezaur]

Hi,

Can i please have that as well? email : rezaur71@xtra.co.nz

Cheers :-)


Rezaur

[Andy 3C***]

Hi all,

I'm the newest in this forum,thinking& consulting for call center problems and the future of this industry.I think that is the best choice 4 any CCO.
I will be grateful If u send me a copy of that document.
Thx
All the best 4all

Andy

[Andy 3C***]

U can send it to princiblu82@hotmail.com
thank u in advance

Andy

[vedam]

I would be really thankfull if you can send me the copy to
vedams@gmail.com

Regards
Anil

[amitsaha]

hi buddy ,
i would also like to have the call monitoring sheet that u use in ur bank as this will help me effetcively use it at my call center and improve call quality.
my email is as follows:

amitsaha2411@gmail.com

thanks and regards,

Amit