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
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

Attached Files
File Type: xls Call-monitoring-form.xls (38.5 KB, 5075 views)

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
I have a solution for you, its totally unique concept, you don't require any kind of software hardware for the same you can easily track your lead follow up date, call recording etc.
for further clarification you can contact me on
Manish Jha

From India, Delhi

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