Call Handling Skills INTERVIEW

As supervisors, you know your agents very well. We need your honest answers based on your observations.

Answers will be kept confidential.
Name: 


A red asterisk (*) indicates required questions.

  1. Based on your observation, what is the most common barrier WHY agents get a mark down under "Active Listening"?

    1 = Won't happen
    2 = Might happen
    3 = Likely to happen
    4 = Very likely to happen
    5 = Sure to happen*

          1 2 3 4 5    
      Agent is talking to his seatmate   
      Agent is not paying attention   
      Surroundings is noisy   
      Headset was disconnected   
      Divided attention   
      Assuming by getting key words   
      Line is breaking up   
      Communications barrier (customer side)   


  1. Based on your observation, what is the most common barrier WHY agents get a mark down under "Communication"?

    1 = Won't happen
    2 = Might happen
    3 = Likely to happen
    4 = Very likely to happen
    5 = Sure to happen

          1 2 3 4 5    
      Grammar problem   
      Confidence   
      Use of slangs and jargons   
      Too wordy   
      Surroundings is noisy   
      Use of Ma'am and Sir   
      Can' follow the pace of the caller   
      Use of fillers   
      Statements are incomplete   
      Speech defect (eg: P and F/B and V)   
      Lack of probing   
      Negative phraseology   





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