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 to produce a scorecard for our managers for our techs. I have 5 key point indicators (greeting, intro, rebuttals, etc.). Each category has anywhere from 4-10 questions for a combination of 1-5 ratings and y/n.
I have designed the Excel spreadsheet with the techs' names going down the left-hand side in the first column and the 5 categories 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
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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 to produce a scorecard for our managers for our techs. I have 5 key point indicators (greeting, intro, rebuttals, etc.). Each category has anywhere from 4-10 questions for a combination of 1-5 ratings and y/n.
I have designed the Excel spreadsheet with the techs' names going down the left-hand side in the first column and the 5 categories 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
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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
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3From South Africa, Johannesburg
Acknowledge(3)Amend(0)CiteHR is an AI-augmented HR knowledge and collaboration platform, enabling HR professionals to solve real-world challenges, validate decisions, and stay ahead through collective intelligence and machine-enhanced guidance. Join Our Platform.
Employee Performance Evaluation Form.doc
Employee Performance Evaluation Form.pdf