Call Centre / TSA Call Monitoring Form

• Name of Call Handler

• Date and Time of Call

  Date

• Date and Time of call monitoring

  Date

• Evaluate the agent with the following categories:

Greeting

• Adhered to the corporate greeting script

  Yes

  No

  N/A

• Identified themselves to the customer

  Yes

  No

  N/A

• Mentioned the company name

  Yes

  No

  N/A

• Offered assistance to the customer

  Yes

  No

  N/A

Account Verification

• Verified the customer using the appropriate information (e.g., first and last name, address, date of birth, postcode, etc.)

  Yes

  No

  N/A

• Accurately accessed the customer’s account with the information provided

  Yes

  No

  N/A

Contact Information Confirmation

• Asked for the caller’s telephone number

  Yes

  No

  N/A

• Asked for the caller’s email address

  Yes

  No

  N/A

Problem-Solving Abilities

• Apologized for the issue and inconvenience of the problem

  Yes

  No

  N/A

• Took ownership of the problem

  Yes

  No

  N/A

• Asked pertinent questions to accurately diagnose the problem

  Yes

  No

  N/A

• Used appropriate resources to address the issue

  Yes

  No

  N/A

• Provided the most appropriate solution

  Yes

  No

  N/A

• Informed the customer of the estimated timeline to resolve their issue

  Yes

  No

  N/A

• Provided an appointment to the customer

  Yes

  No

  N/A

• Sufficiently addressed the customer’s issue

  Yes

  No

  N/A

Protocol Compliance

• Documented important information in the notes of the call

  Yes

  No

  N/A

• Has the agent checked UDC's

  Yes

  No

  N/A

• Thirty Party

  Yes

  No

  N/A

• Gas Service prompts

  Yes

  No

  N/A

• Repair history

  Yes

  No

  N/A

Call Handling Skills

• Followed correct procedures for placing the customer on hold

  Yes

  No

  N/A

• Followed correct procedures for transferring the call

  Yes

  No

  N/A

• Followed correct procedures for escalating a call to their manager

  Yes

  No

  N/A

Customer Service Quality

• Used the customer's name throughout the call

  Yes

  No

  N/A

• Summarized the customer’s main points before troubleshooting or offering a solution

  Yes

  No

  N/A

• Received the caller’s permission to place them on hold before doing so

  Yes

  No

  N/A

• Limited the duration of hold time to an appropriate amount

  Yes

  No

  N/A

• Answered the customer’s question correctly

  Yes

  No

  N/A

• Transferred the call to a colleague when necessary

  Yes

  No

  N/A

• Adequately addressed the caller’s needs

  Yes

  No

  N/A

• Transferred the call to a manager when the customer requested for them to do so

  Yes

  No

  N/A

Call Center Etiquette

• Used the proper pronunciation of the customer’s name

  Yes

  No

  N/A

• Maintained proper tone, pitch, volume and pace throughout the call

  Yes

  No

  N/A

• Adapted their approach to providing service to the customer based on the customer’s unique needs, personality and issues

  Yes

  No

  N/A

• Avoided long silences during the call

  Yes

  No

  N/A

• Did not interrupt or talk over the customer

  Yes

  No

  N/A

• Remained confident throughout the call

  Yes

  No

  N/A

• Refrained from using complicated jargon

  Yes

  No

  N/A

• Was friendly, polite and professional

  Yes

  No

  N/A

• Used effective active listening skills

  Yes

  No

  N/A

Identifying customer vulnerabilities

• Did the agent understand or identify customer vulnerabilities

  Yes

  No

  N/A

Closure

• Adhered to the call closure script

  Yes

  No

  N/A

• Set a follow-up when necessary

  Yes

  No

  N/A

• Asked the customer if there is anything else they can do to help

  Yes

  No

  N/A

• Thanked the customer for calling

  Yes

  No

  N/A

Follow-up

• Followed up with the customer within the agreed upon timeframe

  Yes

  No

  N/A

• Introduced themselves to the customer and the reason for their call

  Yes

  No

  N/A

• Adequately addressed the customer’s questions

  Yes

  No

  N/A

• Adequately resolved the customer’s issue, or provided a timeframe for resolution

  Yes

  No

  N/A

Completion

• Observations / Recommendations

• Full Name and Signature of Team Leader

  Sign

• Full Name and Signature of Employee

  Sign