Total Quality Monitoring Form Calibration #1

Tools

A red asterisk (*) indicates required questions.

Evaluator Name *

Your name if it is not on the list above:

Please Select your department.*

I. CUSTOMER FOCUS Upbeat, professional and respectful attitude throughout the call *

I. CUSTOMER FOCUS Customer seemed confident that agent listened and understood their issue *

	Fully Meets
	Coaching Needed

I. CUSTOMER FOCUS Used sincere empathy/concern with the customer when necessary*

I. CUSTOMER FOCUS Displayed knowledge/confidence about the issue*

	Fully Meets
	Coaching Needed

I. CUSTOMER FOCUS Clear communication/language skills*

	Fully Meets
	Coaching Needed

I. CUSTOMER FOCUS Resolved issue or provided info when it was within their ability to do so*

I. CUSTOMER FOCUS Customer appeared to be satisfied with their experience with this agent*

II. BUSINESS FOCUS Verified Account*

II. BUSINESS FOCUS Appropriately used all available systems, tools and resources to resolve the issue*

	Fully Meets
	Coaching Needed

II. BUSINESS FOCUS Handled the call efficiently (call control)*

II. BUSINESS FOCUS Made appropriate use of holds/dead air/transferring guidelines *

	Fully Meets
	Coaching Needed

II. BUSINESS FOCUS Educated the customer on applicable self care tools when appropriate*

II. BUSINESS FOCUS Followed appropriate credit policy*

II. BUSINESS FOCUS Followed call handling policy and guidelines*

	Fully Meets
	Coaching Needed

DIRECT RESPONSE Direct Response*

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