#1 Posted: 15 Mar 2006 12:22
I am doing some call monitors that is mainly directed at monitoring Customer Service. I have to create a check list of sort to score the agents on the phone based on their Customer Service towards their caller.
I would like to poll you folks with this question.
What would you say you would look for when doing a call monitor specifically for Customer Service?
Thanks in advance
#2 Posted: 4 Apr 2006 06:30
I usually start with the basics and rate my CSRs on the following:
-Use of Greetings & Closings
-Tone of voice
#3 Posted: 9 Jun 2006 09:33
I just developed a Quality Listening Program and use a score card based on a Quality Call Description that was developed by myself and the call centre staff.
I then took the QCD and pulled certain measurements out of it to develop the scorecard.