Monitoring Checklist Areas

Answers

• Becky Simpson Posted at 12:00AM on Oct 20, 2006

  Pius, The areas you are currently measuring are a really good starting point. Recently, I have been working with an organisation to help them to improve their quality monitoring process and we decided to include the following areas: 1. Opening the call 2. Establishing type of caller and request 3. Questioning 4. Confirming, repeating and summarising information 5. Managing caller expectations 6. Following procedures 7. Providing accurate information 8. Gaining caller’s buy-in to next steps 9. Offering further help 10. Concluding the call 11. Following up correctly and in a timely way 12. Tone, pace, energy, articulation 13. Listening 14. Rapport building 15. Correct data entry To ensure that agents all understood the requirements, we involved them in the process of developing standards and documented expectations for each of the areas so they knew exactly what they needed to do. There are many ways of building a quality monitoring process and you must ensure you have agent buy-in. You may want to consider buying ICMI’s Call Center Sample Monitoring Forms Book, which gives loads of useful examples of forms used across the industry. Hope this helps, good luck.

• Tony Viggiano Posted at 12:00AM on Jan 14, 2008

  Pius, O'Connor & Associates conducts surveys that monitor the effectiveness of reps taking incoming sales calls. We have over the past 10 years developed a score sheet that covers 24 questions broken down into seven attributes and are as follows: Customer Reception: Greeting the Customer · Used Clear Greeting -- · Introduced Self -- · Offered to Assist -- Customer Rapport: Welcoming the Customer and Establishing a Relationship · Used Professional Tone of Voice · Seemed Willing/Eager to Help · Used Customer’s Name – · Checked for Understanding Needs Identification: Discovering and Understanding the Customer’s True Need · Asked Probing Questions – · Summarized Need/Checked for Clarification Professionalism: Representing Your Bank in a Positive Manner · Used Proper Enunciation Gave Full Attention -- · Was Easy to Understand -- Spoke at Appropriate Pace -- · Showed Enthusiasm/Made Effort to Satisfy -- Product Knowledge: Discussing Product Features and Selling Points · Mentioned Specific Product/Service – · Discussed Product/Service Benefits/Features – · Related Product/Service to Customer Need -- Cross-Selling Capability: Enhancing Your Relationship with the Customer · Mentioned Other Product/Service · Offered Additional Information/Product Literature -- Closing: Leaving a Positive Final Impression on the Customer · Asked for Business -- · Offered Additional Assistance · Offered Future Availability -- · Thanked Customer for Calling-- I hope this is of help to you. -- Tony Viggiano, O'Connor & Associates