How Can I Create an Effective Call Monitoring Form for Our Call Center Team Leaders?

Hello,

Can anybody please help me with the quality management form that the Team Leaders would be using to monitor the calls of the agents? I want to use various parameters like Opening calls/Closing calls/Wrap up time/positive attitude/Call Dropped, etc. I work in an international Call Center in HR; it would be good if you could help me out with this!

Thanks and regards,
Ayona

Hello everybody,

I am still waiting for your response. I am looking for a quality form that I can use to evaluate the performance of the agents on a daily basis. It would be great if you could help me out.

Ayona