Need a Sample Call Monitoring Sheet for Speech Coaches on the Ops Floor—Can You Help?

Hi,

Can anyone help me with a sample call monitoring sheet used by speech coaches on the ops floor to monitor agents who take calls?

Please help.

Thanks,
Karuna

Hi Karuna,

I've attached a copy of the agent evaluation sheet. It can be used for both inbound and outbound calls. Hope you find it useful.

Cheers,
Karthik Ghali

Thank you, Karthik, for the prompt response. I also wanted to check if there is a rubric that you have in place to be able to score agents appropriately.

Thanks again,
Karuna

Hi Karuna,

I've attached a copy of a Rubric template. Hope you find it useful.
Any queries can be posted back.

Cheers,
Karthik Ghali

Hello,

I was also looking for an agent monitoring sheet and found one on the link provided. Can you please tell me the meaning of "educating the cm"?

Thanks

Hi guys,

Does anybody have the original Mary Gober call listening sheet? I don't want to use it exclusively, but I would like to get an idea of the key points of interest to listen out for. Please email me at Bmanashe@gmail.com if you have the info!

Cheers,
Ben