Free call monitoring form
We have had a number of requests over the past few months for a call monitoring form to score call centre calls.
Here we provide you with a free Excel-based call scoring matrix that you can use to score calls and ensure compliance.
The inspiration for the call monitoring form came from Jonathan Evans of TNT. Jonathan was involved with a global project to drive up the quality of calls so that they could deliver consistently high customer service over the phone. One of the first steps of this project was to record all incoming calls into the business and to monitor five calls per agent per month.
We would like to thank Jonathan for being able to provide us with a copy of the call scoring matrix. We have been able to add in the functionality to add up the totals at the bottom of the page.
How to use the call monitoring form
The call monitoring form is based on Microsoft Excel. It is not password protected, so that you are free to change it to fit in with your specific requirements. Most of the questions are generic and could apply to most contact centres. You would need to change the “Transaction information” section to fit in with the specific needs of your business.
To vote simply add an “x” into the appropriate column. The numbers of votes are added up at the bottom. The percentage score is the quality score and it represents the total number of Yes votes, compared to the total number of No votes.
It has been designed so that if a section is not applicable to a call (for example in the case of a transfer) then this does not have a negative impact on the quality score.
We hope you get some benefit from this tool. If you adapt it, for example to add in weightings, please email us a copy so that we can share it with other members of the community.