Hi all,
I am new to this forum. I designed a quality monitoring program for my call center. Now I need to put the questions into an excel spreadsheet and be able produce a scorecard for our managers for our techs. I have 5 key point indicators. ( greeting, intro, rebuttals etc. )Each catogory have anywhere from 4-10 questions for a combination of 1-5 ratings and y/n. I have designed the excel spreadsheet with the techs name going down the left hand side in the first column and the 5 catogories each containing questions. I need the date the techs are evaluated. Where do I go from here? How do I answer the question, assign a weight or score and create a scorecard.
Help please
Thanks in advance
From United States, Fort Mill
I am new to this forum. I designed a quality monitoring program for my call center. Now I need to put the questions into an excel spreadsheet and be able produce a scorecard for our managers for our techs. I have 5 key point indicators. ( greeting, intro, rebuttals etc. )Each catogory have anywhere from 4-10 questions for a combination of 1-5 ratings and y/n. I have designed the excel spreadsheet with the techs name going down the left hand side in the first column and the 5 catogories each containing questions. I need the date the techs are evaluated. Where do I go from here? How do I answer the question, assign a weight or score and create a scorecard.
Help please
Thanks in advance
From United States, Fort Mill
Hi there, I have attached a call monitoring form that am using in my Call Centre and it has made a huge difference. Hope this is helpful.
From South Africa, Johannesburg
3From South Africa, Johannesburg
Hi, I’m looking for a self-evaluation type of form for call center agents. Also a progress tracking sheet. Is anyone else doing this? Would you mind sharing?
From United States, Kansas City
From United States, Kansas City
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Candidate Evaluation Form.doc