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.
Thanks in advance
From United States, Fort Mill
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
From India, Delhi