Example Quality Monitoring form for the evaluation of calls

Example quality monitoring form for the evaluation of telephone conversations

Example qm evaluation form for coaching and training of contact center agents

This quality monitoring evaluation form is an example of a form to evaluate telephone conversations between customers and employees/agents in customer contact centers. The qm form consists of a number of categories to evaluate certain skills.

Example of a quality monitoring evaluation form with skill categories:

  1. Opening
  2. Analysis
  3. Offering
  4. Closure
  5. General

Within the five categories, a number of questions are formulated to evaluate the various categories, also known as Key Performance Indicators (KPIs). The example contains questions with a closed score, yes or no. The criteria may or may not meet with a certain score. For example Yes is 10 points, no is 0 points. Of course there are also evaluation criteria to which a '' not applicable '' (N.A.) can be added.

Example quality monitoring evaluation form:

1. Opening

1.1. Correct welcome text

□ Yes □ No

1.2. Customer verification

□ Yes □ No

2. Analysis

2.1. Questions and questions

□ Yes □ No

2.2. Summarize in the meantime

□ Yes □ No

2.3. Correct language and professionalism

□ Yes □ No

2.4. Empathy / dealing with the customer

□ Yes □ No

2.5. Correct use procedures

□ Yes □ No

2.6. Correct use of hold / transfer / silences

□ Yes □ No □ N / A

2.7. Functional use of the caller's name

□ Yes □ No

3. Offer

3.1. Correct solution provided

□ Yes □ No

3.2. Explanation given to customer

□ Yes □ No

3.3. Recognize / utilize sales opportunity □ Yes □ No □ N / A

4. Closure

4.1. Conclusion of the conversation

□ Yes □ No

4.2. Log contact

□ Yes □ No

5. General

5.1. Findings

□ Yes □ No

6. General conclusion / remarks

6.1. Findings

Open text field

Compose a quality monitoring evaluationform

Drawing up a quality monitoring evaluation form

Preparation of a quality monitoring form

We would like to share some points of attention when drawing up a quality monitoring form. Which subjects, which question types, which scores and weightings. And what are, for example, critical questions and non-critical questions. And it makes sense to work with dependent questions. Keep the goal in mind every time; what do we want to map out, what are we going to do with it. Coaching and training employees.

Determine in the qm form the desired categories and subjects such as:

  • Communication skills
  • Listening skills
  • Knowledge components such as products, services and processes
  • Personal aspects and customer focus
  • Analyze and advise
  • Summarize and closere
  • Professionality Compliance, rules, protocol aspects

Within the categories and subjects of the evaluation form, determine which questions will be drawn up, and within which categories they should be assessed.

Some examples of questions are:

  • Is a friendly and professional opening line used / uses the prescribed greeting
  • Identification of the customer in accordance with control questions
  • Finding out customer demand by actively listening, summarizing and asking questions
  • The employee knows how to answer the customer's question correctly and completely, first time right

The employee makes a correct hold on hold In the conclusion, the employee summarizes the conversation / names the agreements made The employee shows emphatie / the employee is customer-friendly Overall summary of the telephone conversation in an open text field, the tips and tops

Who is responsible for drawing up the quality monitoring form

Setting up a quality monitoring form is assigned to a limited number of employees in contact centers. When preparing an interview evaluation form, it is good to keep the goal in mind.

What do we want to achieve with quality monitoring? What is the purpose of the interview evaluations? More information about quality monitoring forms Please do not hesitate to contact us if you would like help with preparing a quality monitoring form. Also if you have any questions about our Webcoach quality monitoring solution, please contact us.

Example Quality Monitoring form for the evaluation of calls

Example quality monitoring form for the evaluation of telephone conversations

Example qm evaluation form for coaching and training of contact center agents

This quality monitoring evaluation form is an example of a form to evaluate telephone conversations between customers and employees/agents in customer contact centers. The qm form consists of a number of categories to evaluate certain skills.

Example of a quality monitoring evaluation form with skill categories:

  1. Opening
  2. Analysis
  3. Offering
  4. Closure
  5. General

Within the five categories, a number of questions are formulated to evaluate the various categories, also known as Key Performance Indicators (KPIs). The example contains questions with a closed score, yes or no. The criteria may or may not meet with a certain score. For example Yes is 10 points, no is 0 points. Of course there are also evaluation criteria to which a '' not applicable '' (N.A.) can be added.

Example quality monitoring evaluation form:

1. Opening

1.1. Correct welcome text

□ Yes □ No

1.2. Customer verification

□ Yes □ No

2. Analysis

2.1. Questions and questions

□ Yes □ No

2.2. Summarize in the meantime

□ Yes □ No

2.3. Correct language and professionalism

□ Yes □ No

2.4. Empathy / dealing with the customer

□ Yes □ No

2.5. Correct use procedures

□ Yes □ No

2.6. Correct use of hold / transfer / silences

□ Yes □ No □ N / A

2.7. Functional use of the caller's name

□ Yes □ No

3. Offer

3.1. Correct solution provided

□ Yes □ No

3.2. Explanation given to customer

□ Yes □ No

3.3. Recognize / utilize sales opportunity □ Yes □ No □ N / A

4. Closure

4.1. Conclusion of the conversation

□ Yes □ No

4.2. Log contact

□ Yes □ No

5. General

5.1. Findings

□ Yes □ No

6. General conclusion / remarks

6.1. Findings

Open text field

Compose a quality monitoring evaluationform

Drawing up a quality monitoring evaluation form

Preparation of a quality monitoring form

We would like to share some points of attention when drawing up a quality monitoring form. Which subjects, which question types, which scores and weightings. And what are, for example, critical questions and non-critical questions. And it makes sense to work with dependent questions. Keep the goal in mind every time; what do we want to map out, what are we going to do with it. Coaching and training employees.

Determine in the qm form the desired categories and subjects such as:

  • Communication skills
  • Listening skills
  • Knowledge components such as products, services and processes
  • Personal aspects and customer focus
  • Analyze and advise
  • Summarize and closere
  • Professionality Compliance, rules, protocol aspects

Within the categories and subjects of the evaluation form, determine which questions will be drawn up, and within which categories they should be assessed.

Some examples of questions are:

  • Is a friendly and professional opening line used / uses the prescribed greeting
  • Identification of the customer in accordance with control questions
  • Finding out customer demand by actively listening, summarizing and asking questions
  • The employee knows how to answer the customer's question correctly and completely, first time right

The employee makes a correct hold on hold In the conclusion, the employee summarizes the conversation / names the agreements made The employee shows emphatie / the employee is customer-friendly Overall summary of the telephone conversation in an open text field, the tips and tops

Who is responsible for drawing up the quality monitoring form

Setting up a quality monitoring form is assigned to a limited number of employees in contact centers. When preparing an interview evaluation form, it is good to keep the goal in mind.

What do we want to achieve with quality monitoring? What is the purpose of the interview evaluations? More information about quality monitoring forms Please do not hesitate to contact us if you would like help with preparing a quality monitoring form. Also if you have any questions about our Webcoach quality monitoring solution, please contact us.

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