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.
Jonathan Evans
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.
Click here to download the Call Monitoring Form.
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.
This opens an interesting debate. I think forms that result in percentage scores like this are among the reasons that front line agents are suspicious of coaching and development. The bottom line is, what are you going to do with the “58%”. What does it mean? Once you establish that you are looking trends that can help with development and improve quality, these percentages are meaningless and negative. I would advise dropping the “score” part of the form entirely, and instead, use a “Commitment Box”. Give the agent the opportunity to commit to changing one behaviour, rather than punishing them with a mediocre score like “58%”.
Comment by Michael Muldoon — 4 Jun 2009 @ 12:29 pm
I would argue that a better solution would be to use fully automated customer surveys where callers score, rather than internal staff. The scores will be from the most important audience, save a lot of time and be more accurate. I would say this as we run such services (www.virtuatel.com) but time and again such services are proven to provide fast, accurate and valuable data, with recorded customer verbatim comments which are excellent for agent training.
If you are interested enough to download this form, you should look at automated surveys!
Comment by Alan Weaser — 6 Jun 2009 @ 10:43 am
Unfortunately, customers do not always “KNOW” if they got ‘good’ service when answering a post-call survey. Depends upon technical nature of call, though. On our helpdesk, analysts can tell a pretty tall tale that has nothing to do with the issue at hand or fixing the problem. They’re stalling while they try to figure it out. They sound so knowledgeable too …. unless you know the truth is they don’t have a clue what they’re talking about. I, for one, don’t need my analysts blowing smoke up the customer’s skirts’, but focus on using the knowledgebase to fix the issue rather than finding band-aids, hoping they get someone else next time they call back.
Comment by Melissa — 14 Jan 2010 @ 4:06 am