HI
What criteria or method are used in call centre to measure Courteousy, Professionalism and communication skills. Are there specific guidlines one would use or is it generally played by the ear, if so where does one draw the lien between for eg. good communication skills or bad communication skills ?
thanks in advance!
I think that it is largely a case of playing it by ear.
You could took for key words such as thank you, or for instances of the 25 most positive words
http://www.callcentrehelper.com/the-top-25-positive-words-and-phrases-1847.htm
We not so much measure it. I have seen checklists where people needed to say welcome in a certain way or use the customers name 2 times and similar things. My impression is that then calls become more robotic. The agents will learn to tick all the right boxes, but the call still will be very impersonal.
We have changed it to include more into coaching. And what we do is take one point per agents after listening in together with the agent. What we look at is the effort that the person puts into it. This will be very individual and depends from person to person.
Say if two agents do not use their name. One person you will notice is trying and sometimes still forget and the other won't even try. This will mean that the first person will get better 'points' then the second one.
And sometimes you see that one person tries very hard and might not succeed as fast as he and you would like, but really tries. This efford is what we reward, more then the result itself.
It all takes a bit more time, but we see positive results in our NPS.
i think that its about having a clear baseline standard - that everyone is trained to deliver and is measured and assessed regularly.
Some clients require a very specific call opening and close for example.
Check out the call quality form that is available on this site. This web address should take you right to it:
http://www.callcentrehelper.com/free-call-monitoring-form-3507.htm
I found it helpful. Soft skills can be a bit of a challenge to measure as they are subjective. I think the soft skills section of this form does a good job measuring the behavior.
Good luck. I hope this helps.
Hi
This topic help me a lot in developing my project. I will contribute more when I finished it.
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