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CALL CENTER – STANDARDS 0 1 2 3

MONITORING SHEET- Example

ELEMENT
PREPARE
Fully prepared to take a call- Didn’t Some evidence of Seated, system Sitting up
seated, system on right demonstrate being ready on right screen, straight, smiling,
screen, tidy desk, access to they were updated manual all relevant
manuals and bulletins prepared to take to hand, along materials are up
calls at all with latest to date and
bulletins, paper, easily
pen etc accessible, tidy
desk
ANSWER/WELCOME
Good am/pm, welcome to Didn’t Demonstrated in Demonstrated Demonstrated
<<company name/dept>>, my demonstrate any part the opening salutation in full salutation in full
name is ----, how can I help? part of the salutation – upbeat warm,
opening clearly spoken &
salutation well paced
Asks customer to confirm: Did not attempt Partially Asked customer Confirmed all
name, location, and any to obtain confirmed to confirm name details,
reference numbers information. information or address & requested
gave information customer additional
and asked reference number telephone
customer to on system numbers, added
clarify new details on
system
ESTABLISHING REASON FOR
CALL
Uses appropriate open Reason for call Takes a while to Identifies the Accurately &
ended/closed questions to not identified identify the reason for call, quickly identifies
gather information, control fully, little or reason for call, using relevant reason for call
the call & make incorrect use of and some questions. using relevant
diagnosis/recommendation questions irrelevant questions.
questions asked. Controls the call
with right mix of
open/closed
questions
Actively Listening (notes, Misses Some silences All information Demonstrates
noises & relevant questions) information, no mixed with the heard & the use of
notes made odd understood alternative/enco
Lots of silences acknowledgment Makes listening uraging listening
when customer Asks customer to noises Types noises
speaking repeat notes onto Types clear
Not focused & information as not system notes directly on
easily distracted fully focused Asks relevant to system as
Some notes made questions customer giving
on paper information
Informs
customer of
notes being
made
SUMMARISE & CONFIRM
Once understood enquiry, No attempt to A vague summary Summarised Used three step
clearly paraphrases key points summarise the information model:
back to customer to check information…just accurately 1.lead in e.g.
understanding goes straight into “so let me
the action check…”
2.
Paraphrases
the facts
3. Asks a
closed
question for
confirmation
e.g. “is that
right?”

ACTION
Concentrates on what CAN be Offers no real Offers solutions – Explains fully Customer is
done for the customer by way solution leaving yet tends to do it what can be offered
of any customer ‘matter of factly, done, or what is choices/alternati
solution/recommendation frustrated without being actioned ves
emphasising Makes the
benefits customer feel
Or uses the ‘special’
phrase “all I can “This will benefit
do is…” you by…”
Build confidence
– “this rarely
happens”
Uses positive Uses no Mix of some Mostly positive Realistic positive
phrases/recommendations positives, only positives with statements made statements
neutrals/negative some (1 or 2 Refers to “me,
s neutrals/negative negatives/neutral we, I and us”
s s
Jargon free Used Used unfamiliar No jargon used Uses the same
terms/references terms/references descriptions/ter
unfamiliar to & then explained ms the customer
customer what they meant used
Sought information from Has information Inappropriately Correctly sought Efficiently &
system, manuals, bulletins, yet chooses to sought information from correctly sought
intranet etc. Appropriate consistently ask information or any of the information from
advice from Colleague, Senior, rather than use gave incorrect sources any of the
Team Leader/ Manager. material information from sources & made
available reference source a note of new
information for
future ref:
Time-scales given are realistic None/incorrect Timescale given – Correct timescale Confident,
timescale given un-sure given enthusiastic &
positive
CLOSE
Briefly – summarises Does not Partially Briefly
call/confirms any actions summarise call summarises call summarises
call/actions, is
clear & concise
Asks “is there anything else I Did not Demonstrated in Demonstrated Demonstrated
can help you with?” & “thank demonstrate any part the closing closing salutation closing
you for calling ” part of the salutation in full salutation in full,
closing salutation up-beat, uses
the customers
name
If a challenging
call – uses an
appropriate
close
VOICE
Pace, Pitch, Articulation, Did not Some elements All elements are Is able to use
Emphasis, demonstrate any demonstrated being used the voice to
Volume & Tone element ineffectively effectively portray
effectively confidence,
interest and a
willingness to
help/assist
CALL CONTROL/CUSTOMER
FOCUS
Uses appropriate Shows no Shows a little Listens and Uses the
interpersonal skills- interest, sticks to interest, empathises with customer’s
empathy/acknowledges ‘rules’, demonstrates customer (does name. Flexible-
customer emotions/keeps antagonises sympathy (rather not use the adapts own
control of own emotions customer, is than empathy), phrase “I communications
stroppy/sarcastic cannot easily understand”), style to match
& lacks empathy adapt to match remains calm and customers.
customers in control & sees Keeps ‘pitch’ low
communication call as a and regular
style-finds call challenge pace, uses
frustrating/difficul empathetic
t to handle statements to
match
customers
experience,
acknowledges
customers
emotions & uses
name
Apologises – sincerely & Did not apologise Apologised, yet Apologised in a
timely when needed lacked sincerity or timely fashion
apologised too and sounded
much sincere
Call control skills – duration is Customer Advisor needs to Follows logical Expertly &
appropriate controls the call assert themselves steps and is able methodically
and Advisor to move call to control the worked through
‘goes along with forward calls call
it’ duration/direction Controlled call
most of the time duration with
assertiveness,
questions &
solutions
Confidently able
to move call
forward
Used customers
name &
confident tone
Re-routing of calls. Did not identify Tells customer “I Identifies & Identified &
that customer cant help…” etc informs the informed the
Does not inform
could be re- customer reason for
customer customer
routed or lost call re-route or where where/why they where/why they
whilst they are being re- are being re- are being re-
transferring. routed to. routed routed. Sells the
benefits.
Advised
customer of
relevant
telephone
number for
future ref. if
transferred
CALL LOGGING
Uses information logged as an Notes not read at Scanned quickly Scanned through Informs/reassure
aid all & inaccurately – notes and uses s customer the
or missed some info to assist call details from last
information call are on
system &
proceeds to use
notes to assist
call

Logs full/comprehensive notes No log notes Call-logs have Clear Call-log Call-log note are
have been been updated, notes are made. full and
updated but are not comprehensive,
adequate. Or too abbreviations
long winded are
understandable
spelling correct,
and typed while
customer on
telephone
Call categories correct Call categorised Call categories
incorrectly correct
ADMINISTRATION
Any relevant admin Incorrect/no Selects correct Selected &
completed/distributed internal admin admin after correctly
correctly used, affecting advice sought. completed
customer Details not fully admin, with
service. No completed authorisation
advice sought. correctly gained, if
required
ROUTE CAUSE ELIMINATION
Advisor is pro-active in Handles call, but Makes a mental Explains to Team Pro-actively
eliminating route cause does nothing note of route Manager or seeks
queries with the cause & tells relevant party confirmation
information from Team Manager clearly of the that route cause
customer to stop route cause and is ‘stamped out’.
route cause consequences Shares
information with
others