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

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

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

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