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Audit for Call Monotiring Form

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Audit for Call Monotiring Form
I need to get feedback for call quality form, I can send it by email to whom is interested to answer me.

Helper

Call Centre Helper

Which Call Quality Form are your referring to?
Which Call Quality Form are your referring to and whet feedback are you looking for?

I'm afraid that we cannot accept submissions by email, but if you paste the words int eh box we could take a look.

Case Manager Name: ...
Case Manager Name:
Number
Call date and time
Criteria Name Item Type Mark Final KPI's

Greeting Header 10 0 7%

Did the Case Manager show immediate attention to the beneficiary Yes/No 3 30%
Did the Case Manager Properly welcome and Introduce there-self Yes/No 2 20%
Did the Case Manager greet using the beneficiary name Yes/No 3 30%
Did the Case Manager use a clear & friendly greeting voice Yes/No 2 20%

Listening & Call Control Header 17 0 12%

Did the Case Manager organize thoughts and information Yes/No 7 41%
Did the Case Manager show efficient use of time Yes/No 4 24%
Did the Case Manager use a clear voice and tone Yes/No 6 35%

Solving Problems & Handling Inquiries Header 35 0 24%

Did the Case Manager provide one-stop shopping Yes/No 12 34%
Did the Case Manager Ask questions related to the topic to get a better understanding Yes/No 12 34%
Did the Case Manager explain the reason for the problem Yes/No 11 31%

Handling Difficult Calls Header 19 0 13%

Did the Case Manager show empathy towards the beneficiary Yes/No 5 26%
Did the Case Manager apologize for the the inconvenience Yes/No 4 21%
Did the Case Manager diffuse beneficiary anger Yes/No 4 21%
Did the Case Manager allow the beneficiary to explain his concerns without interruption Yes/No 3 16%
Did the Case Manager state the reasons behind the problem even if they won't be satisfying for the beneficiary Yes/No 3 16%
Capturing Quality Items Header 11 0 8%
Did the Case Manager use the necessary screens - (beneficiary card) Yes/No 6 55%
Did the Case Manager use the suitable outputs to solve the problem Yes/No 5 45%

Knowledge issues Header 14 0 10%

Did the Case Manager give correct guidelines Yes/No 8 57%
Did the Case Manager document exchanged information and correspondences Yes/No 6 43%

Hold & Transfer procedure Header 8 0 6%

Did the Case Manager follow the instructions of putting the beneficiary on hold Yes/No 5 63%
Did the Case Manager put the beneficiary on hold for a valid reason Yes/No 3 38%

Communication Skills Header 23 0 16%

Did the Case Manager Use courtesy words Yes/No 3 13%
Did the Case Manager Use the Correct Accent Yes/No 4 17%
Did the Case Manager show Professionalism Yes/No 4 17%
Did the Case Manager avoid using ironic or improper comments Yes/No 3 13%
Did the Case Manager minimize distraction Yes/No 2 9%
Did the Case Manager show Enthusiasm Yes/No 4 17%
Did the Case Manager Use beneficiary name Yes/No 3 13%

Closure Header 8 0 6%

Did the Case Manager offer assistance in any other issue Yes/No 3 38%
Did the Case Manager thank the beneficiary for calling using the sentence" Thank you for calling and you are most welcome anytime Yes/No 3 38%
Did the Case Manager end the call using a clear & friendly voice Yes/No 2 25%
145 0

Total Points 145 0 100.00%

Total Points 145 100%

Helper

Call Centre Helper

Too many Questions
The first problem with this is that there are too many questions. There will be a problem if not all of them apply.

The other problem is that you are trying to apply a percentage score rather than a pass fail or a (Red Amber Green scale). This can cause problems with calibration.

Personally I would ask for feedback from the Case Managers about how the form can be improved.

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