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Call Center Customer Service

Author Message
Amichan
Member
#1   Posted: 15 Mar 2006 12:22
 


Hello,

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

kmandra
Member
#2   Posted: 4 Apr 2006 06:30
 


I usually start with the basics and rate my CSRs on the following:

-Use of Greetings & Closings
-Knowledgeable
-Courteous
-Helpfulness
-Initiative
-Tone of voice

KellieE
Member
#3   Posted: 9 Jun 2006 09:33
 


Hello:

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.

Scorecard:
Greeting
Building Relationships
Telephone Presentation
Telephone Protocol
Closing
Privacy
Accuracy
Completness
Call Action

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