We’ve been busy working on our call quality monitoring form to make it easy to adapt, and be able to include both yes/no-type questions and rate-scoring questions. It is a free Excel-based call scoring matrix that you can use to score calls and ensure compliance.
This is a simple Excel spreadsheet, containing no macros, and there’s no password needed if you want to change and adapt the form for yourself.
Where did the quality monitoring form originate?
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 the original copy of the call scoring matrix. We have been able to add in the functionality to make it much more flexible.
You will find 3 worksheets inside this spreadsheet.
There’s the main “Form” where the questions are answered. Here there’s space for agent details, 10 yes/no-type questions and 10 scoring questions.
All the questions and options used by the form are contained in the worksheet “Options”. Here you can choose the exact wording to appear in each dropdown, e.g. Yes/No could just as easily be True/False. You can set your own questions to be answered by overwriting the example questions and they will automatically pull through on to your form.
In addition to the examples installed on the form, we have included a list of other questions that we know are popular and that you may want to use. As the questions on the form are answered, scores accumulate to show a final percentage score and a message. You can easily change the thresholds and the message to be displayed.
If a user determines a question to be ‘not applicable’ then the maximum score for this question is set to 0 so that not answering the question doesn’t affect the final rating, otherwise Yes/No-type questions score 1 for Yes, 0 for No out of a maximum of 1. Rating questions score from 1 to 10 with a max score of 10.
For convenience, the scores are totalled separately on the “Scoring” worksheet. You can either leave this alone, and have a clear view of the current scores, or you can adapt it if you wish so that different scoring rules are applied.
We hope you find this spreadsheet useful and a good start for your own forms. If you do adapt it, please consider sending us a copy so that we can share changes and improvements with the Call Centre Helper Community.
Leave any questions or comments below. We’ll answer them for everyone and make any updates as needed.
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.