Comments on: Free call monitoring form

By: Sowmya

Sowmya — Fri, 30 Sep 2011 20:29:43 +0000

This is amazing thank you so much for the monitoring sheet. It is awesome

By: Rahul

Rahul — Wed, 27 Jul 2011 06:57:27 +0000

Thank you for the form, it was very useful. This type of free information exchange is really very helpful.

By: Katt

Katt — Mon, 18 Apr 2011 17:28:08 +0000

I would love to see additional examples of monitor forms used within companies today. If you could send me any forms you run across and let me know the company they came from, that would be great!

By: Barbara Wong

Barbara Wong — Thu, 20 Jan 2011 04:40:48 +0000

Really appreciated for the form and all your comments. We are thinking of a call monitoring program, really great to see your ideas above. Thank you.

By: Mike Gilpatrick

Mike Gilpatrick — Tue, 11 Jan 2011 23:15:12 +0000

wow, something free what a wonderful idea. I have a very young call center. Having managed a 500 seat established call center in the past, I dan see both sides of the arguement. From my perspective now, this is a terrific start. When you have young inexperienced reps, having something simple and very direct is of more value than anything much more complex. So, thank you. As for the feedback from the customer, keep in mind that however you do that, your responses are going to be tainted. More customers that are upset for ANY reason including non that involve the rep are much more likely to take the time to let their feelings be known by participating in this type of survey. It’s a good baseline, but not a good way to hold someone ultimately accountable, unless there aer multiple disturbing results. Just my opinion.

By: Vijay

Vijay — Sun, 12 Dec 2010 14:05:18 +0000

Kindly help me in getting call evaluating sheet. If possible kindly send it to my e mail address.

By: Benjamin

Benjamin — Thu, 30 Sep 2010 23:33:58 +0000

There is always an intersting debate which occurs when scores are attributed to anything we do; particularly when score are linked to potential bonuses.

In my experience what is done with the information is the most important factor. Firstly, I have always approached the concept of scoring calls from a perspective of “everything is right, until something is done wrong”. Looking at the scorecard we have here, I would make one small modification, that is to add the N/A value into the numerator and denominator. (Yes+NA) / (Yes+NA=No) the result becomes 67%.

Essentially each call, from a quality stand point needs to have a standard benchmark regardless of call type. An agent cannot control the N/A portion of their interaction, so why remove these from the formula? If quality is the reason behind the scorecard, then the quailty expected should be consistent regardless.

The positives from the call are used to re-inforce and recognise displayed behaviour and the negatives, or no’s are used as coaching opportunities. I have found in the past that is the fairest approach.

Also using a great sample side within your own team can give a clearer ability to select the expected result. (90% should not be selected because it sounds great). Is should be more around the team ability to achieve. Once the team starts to achieve their ‘target’ the target can be gradually lifted to improve performance for all.

By: will hudson

will hudson — Mon, 27 Sep 2010 15:17:56 +0000

all the above comments seem all true but how do you judge calls that are linked to the employers bonus? is it fair to leave that in the ends of the customers? or the internal call markers? discuss

By: Gerry

Gerry — Thu, 23 Sep 2010 00:18:31 +0000

Great info and good comments! Do you have a sample for an outbound sales. Specifically Credit Cards?

By: T Davids

T Davids — Fri, 23 Jul 2010 10:43:22 +0000

I think this form is excellent. It gives you a template that is perfectly open to being tailor made to suit your business needs.

Not every question on the form is relevant, so instead, I replaced them with questions that are.

I think the percentage score is ideal for quickly establishing a bench mark for the member of staff to work with. You can easily identify what needs improving and the whole process of improvement is a lot quicker as they can home in on exactly what specific areas need more focus.