My company has just changed its call listening scoring proccess, they are suppose to be listening to 3 random calls and scoring,one of my collegues has been told his score is very low but the call they listened to,was as a result of a complaint so surely this shouldnt have been used for his call lsitening?
Company call listening
Call Centre Helper Forum » Call Centre Life
(2 posts)
Hello Poshpaws (good name!),
as a team lead I would say it depends on what the form/scoring process is measuring, does it look at an agents soft skills, ability to control a call, empathise with callers, focus on the positive 'what i can do for you is' - a complaint call potentially is a great coaching opportunity that may better enable your colleague to deal with such calls and actually reduce stress levels...
Or are you worried they have picked the worst call to score?
What specific feedback did your coleegaue receive? - could they listen to the call themselves?
Customers do complain so I do feel such calls should be monitored - but not sought out......
Posted 9 months ago
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