The process of monitoring calls is not difficult, fuss-free, and will generate meaningful results on an organization’s bottom line.  The objective of call monitoring is for managers to pinpoint problems, keep up the quality standard, develop the experience of the customer, and allow for the holistic improvement of each agent, departmental performance and call center.

With all these into consideration, a call monitoring evaluation form is only as good as the items that are included in the evaluation form.  An inadequately created call monitoring evaluation form will yield in data that will not accurately assess the performance of the agent, lacks authenticity and genuineness, as well as misses crucial performance areas.  Therefore, when the objective is to enhance and develop quality assurance practices, call scoring, call monitoring, and evaluation to agents, it is a must for managers and management to begin to optimize the company’s call monitoring evaluation form. Also, see other evaluation forms.

Phone Monitoring Form

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Sample Items to Include in a Call Monitoring Evaluation Form

Greeting: This tackles on the introduction and the action of giving recognition to the caller.  This often sets the mood for the duration of the call.

  • The agent follows the script of the greeting.
  • If the call was transferred, the agent adjusted to their greeting correspondingly.
  • The agent introduced himself to the client.
  • The agent made mention of their company name.
  • The agent informed the client that the call is being recorded.
  • Name of the client was asked by the agent.
  • The agent expressed their gratitude to the customer for calling.
  • Assistance was offered to the client by the agent.

Verification of Account: This portion is the manner or the method of confirming that the caller has a new or existing account that the agent can assist in.

  • The agent confirmed the account of the client using the suitable information.
  • The agent correctly accessed the account of the customer with the information that has been given.
  • If the call was transferred, the agent adjusted their verification of the account questions correspondingly.

Confirmation of Contact Information: One importance behind contact information confirmation is to make sure that the caller is the real person.  Asking the caller information that only the real person does will eliminate any doubt of identity fraud.

  • The agent requested for the client to spell their name.
  • The agent inquired regarding the caller’s company name.
  • The agent inquired for the telephone number of the caller.
  • The agent queried for the caller’s email address.

Ability to Solve Problems:  This part evaluates the agent’s ability in handling certain, and oftentimes stressful, issues that the caller is needing assistance with.

  • The agent expressed their apologies regarding the issue, trouble, or charges correlated with the problem.
  • The problem experienced by the client has taken ownership by the agent.
  • The agent asked for the error code messages from the caller.
  • The correct resources are used by the agent to address the client’s issues.
  • The most suitable solution was provided by the agent.
  • The agent gave the client an appropriate estimated timeline to resolve their issue.
  • Relevant supporting documentation to aid in resolving the issue was provided by the agent to the customer.
  • The agent supplied the client with a reference number once resolving their issue.
  • Confirmation that the issue was resolved was provided by the agent.
  • The caller’s concern/s were addressed in a satisfactory manner.

Best Practice Sales Call Evaluation Form

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Compliance of Protocol: The agent is evaluated according to their ability to follow the company’s guidelines and behavior in certain situations.

  • The agent supplied the customer with a precise answer when asked where the agent was located.
  • Customer’s contact information was updated in the call center software and relevant business tools by the agent.
  • Crucial and significant information was documented by the agent in the notes of the call.
  • The customer was quoted with the exact price for the product or services by the agent.
  • The agent endorsed the most suitable product, pricing plan, or service.
  • The agent advised their colleagues regarding a new bug, problem, issue, or product defect.
  • The agent takes advantage of upselling and cross-selling chances.
  • Prior authorization was received by the agent when prices are being negotiated by supplying discounts or giving refunds.

Skill in Handling Calls: This portion refers to the call center agent’s proficiency in managing their calls.

  • The agent adheres to the right methods for placing the customers on hold.
  • The agent adheres to the right methods for transferring the call.
  • The agent adheres to the right methods for conferencing in a colleague.
  • The agent adheres to the right methods for expanding a call to their manager.

Quality of Customer Service: The ability to earn satisfaction from the caller is measured in this portion. Also, see customer satisfaction forms.

  • The caller’s name is being used by the agent throughout the call.
  • The agent summarized the client’s principal objective before troubleshooting or supplying a solution.
  • The agent accepted the client’s consent to place them on hold prior to doing so.
  • The agent placed an appropriate time limit while placing the caller on hold.
  • The agent appropriately muted the caller.
  • The agent provided the caller with correct answers to their questions.
  • When necessary, the agent passed the call to a colleague.
  • The agent competently devoted effort to the customer’s needs.
  • When customer requests for them to speak with the manager, the agent promptly transferred the call.
  • When applicable, the agent conferenced in a colleague.

Call Center Etiquette:  The agent’s politeness, charm, and manners are being evaluated in this part of the evaluation form.

  • The proper pronunciation of the customer’s name was used by the agent.
  • Mannerly volume, tone, pace, and pitch was maintained by the agent during the entirety of the call.
  • Courteous and polite words and phrases were used by the agent.
  • Productive and effective active listening skills were used by the agent.
  • The agent displayed confidence throughout the entire call.
  • The agent demonstrated professionalism, friendliness, and politeness.
  • The use of complicated jargon was avoided by the agent.
  • The agent adjusted their approach in supplying service to the customer according to the specific needs, issues, and characteristics.
  • The agent avoided talking over or interrupting the customer.
  • Long silences during the call were avoided by the agent.

Call Monitoring Form

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Compliance of Script:  This portion notes the agent’s ability to adhere to the script and only deviates from the norm as necessary.

  • The agent cultivates obedience to the script.
  • The agent appropriately adjusts their manner of communicating and interacting with the caller as necessary, within the guidelines of the script.
  • As necessary, the agent deviates from the script.

Closure:  This evaluates how the agent concludes their call to the customer or client.

  • The call closure guidelines were complied to by the agent.
  • The call closure script was adhered by the agent.
  • When necessary, a follow-up consultation was set up by the agent.
  • The agent questioned if the caller had any other concerns, questions, or issues before ending the call.
  • The agent inquired client if the service they supplied was up to their standards.
  • The agent inquired the client if there was any way they could improve the service they provide them.
  • The agent expressed their gratitude to the client for calling.

Follow-up: This is when agents update certain customers that needed a follow-up.  Also, see follow-up forms.

  • Follow-ups with the customers were conducted by the agent within the agreed period.
  • The agent introduced themselves to the client and states their intention for calling.
  • The agent appropriately addressed the questions of the customers.
  • The agent appropriately settled the client’s issue or supplied a timeframe for settlement.

Sample Evaluation Forms

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Common Errors of Call Monitoring Forms

  1. Scoring is the same for different functions:  Measuring different call types should always be different.  For example, sales and support should not be measured in the same manner as they are quite different from each other.  This applies to all types of business functions that interact with customers.  This also goes for outsourced contact centers, as well as different projects and brands.
  2. Overabundant metrics: Having too many metrics can become confusing for everyone that is involved.  This becomes very stressful for the agent who is trying to hit a certain number of points per call.  Try to choose from the most important metrics and try to limit it to less than 15.
  3. No room for flexibility: When a call monitoring evaluation form is too rigid, it restricts the organic flow of a conversation through the requirement that every metric is targeted at a certain point in each call.  Though there are certain parts of the script that should not be deviated from, such as disclosing that the call is being recorded during the first parts of the call, necessitating the client to repeat phrases such as, “I can be of assistance with that,” each time the caller queries about certain points can sound unnatural to the customers.   
  4. Ambiguous: When creating a call monitoring evaluation form, make sure the agent will not be able to comprehend the item in a different manner than its supposed intention.  One cannot attain dependable measurements if the interpretation of an item is different for everyone.  Change items or metrics such as, “How amazing was this call?” to “Did this call satisfy the needs of the caller?”
  5. Unachievable items:  Holding the agents accountable for the happiness of the customer is certainly not fair.  There are many things that play into the mood of the caller.  Make sure to measure the agent’s skill in managing their job through a customer satisfaction score instead of the customer’s happiness after the call.

The preceding points that have been mentioned should give guidance to call centers needing to create a call monitoring evaluation form.  Including metrics and items in a careful manner will allow for the evaluation form to increase its validity and reliability.  A well-developed call monitoring evaluation form will result in data that is more accurate in evaluating the performance and skill of the call center agent.  This can also complement the comprehensive effectiveness of practices in quality call monitoring.

 

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