IONSYS REMS_Simulations Evaluation 2016
Name: 


A red asterisk (*) indicates required questions.

Agent Name:*


Connections
1. Open – Uses proper greeting and introduction*
Yes
No
N/A


Connections
2. Hold – Uses proper hold technique*
Yes
No
N/A


Connections
3. Transfer – Uses appropriate transfer technique*
Yes
No
N/A


Connections
4. Close – Uses appropriate closing*
Yes
No
N/A


Communication
1. Word choice - Understood by caller*
Yes
No
N/A


Communication
2. Avoids unexplained silences*
Yes
No
N/A


Communication
3. Asks questions to clarify*
Yes
No
N/A


Communication
4. Resolves other issues revealed during the interaction*
Yes
No
N/A


Communication
4. Resolves other issues revealed during the interaction*
Yes
No
N/A


Communication
5. Educates when appropriate *
Yes
No
N/A


Communication
6. Uses caller’s name*
Yes
No
N/A


Communication
7. Clearly explains details throughout the calls *
Yes
No
N/A


Accuracy/Procedures
1. Follows Work instructions/Program Procedures*
Yes
No
N/A


Accuracy/Procedure
2. Offers survey when appropriate*
Yes
No
N/A


Accuracy/Procedure
3. Uses available tools, systems & resources*
Yes
No
N/A


Accuracy/Procedure
4. Complete and accurate information given to the caller*
Yes
No
N/A


Accuracy/Procedure
5. Documents accurate notes in the systems*
Yes
No
N/A


Accuracy/Procedure
6. Compliance- HIPAA/Verification*
Yes
No
N/A


Resolution
1. Reflects back what was done or summarizes the Interaction*
Yes
No
N/A


Resolution
2. Follows through/shares next steps*
Yes
No
N/A


Resolution
3. Resolves the issue*
Yes
No
N/A


Finesse or soft skills: Confidence*
Exceeds
Meets
Not meet


Finesse or soft skills: Allows caller to speak uninterrupted*
Exceeds
Meets
Not meet


Finesse or soft skills: Empathy*
Exceeds
Meets
Not meet


Finesse or soft skills: Conversational*
Exceeds
Meets
Not meet


Finesse or soft skills: Professional*
Exceeds
Meets
Not meet


Finesse or soft skills: Rate of speech & volume of voice*
Exceeds
Meets
Not meet


Finesse or soft skills: Listens to the caller*
Exceeds
Meets
Not meet


Finesse or soft skills: Courteous*
Exceeds
Meets
Not meet


Finesse or soft skills: Tone of Voice*
Exceeds
Meets
Not meet


Finesse or soft skills: Call flow (call control)*
Exceeds
Meets
Not meet


Please provide any additional comments you may have in the space provided:





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