Total Quality Monitoring Form Calibration #1



A red asterisk (*) indicates required questions.


Evaluator Name  *


Your name if it is not on the list above:


Please Select your department.*
QA
OPS
TRN


I. CUSTOMER FOCUS Upbeat, professional and respectful attitude throughout the call *
Exceptional
Fully Meets
Coaching Needed
Does Not Meet


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*
Fully Meets
Coaching Needed
N/A


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*
Fully Meets
Coaching Needed
Does Not Meet


I. CUSTOMER FOCUS Customer appeared to be satisfied with their experience with this agent*
Exceptional
Fully Meets
Coaching Needed


II. BUSINESS FOCUS Verified Account*
Fully Meets
Does Not Meet
N/A


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)*
Exceptional
Fully Meets
Coaching Needed


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*
Exceptional
Fully Meets
Coaching Needed
N/A


II. BUSINESS FOCUS Followed appropriate credit policy*
Fully Meets
Coaching Needed
N/A


II. BUSINESS FOCUS Followed call handling policy and guidelines*
Fully Meets
Coaching Needed


DIRECT RESPONSE Direct Response*
Y
N
N/A




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