Call Evaluation
Call Evaluation
[YOUR COMPANY NAME]
Agent Information:
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Name: |
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Supervisor: |
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Date: |
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Call Reference: |
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Call Recording Reference: |
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Customer Number: |
Date: [DATE]
Introduction
This Call Evaluation Form is designed to systematically assess phone interactions between customer service representatives and customers. The primary objective is to evaluate and enhance communication skills, problem-solving abilities, adherence to protocols, and overall customer satisfaction. By utilizing this evaluation, we aim to identify areas of improvement and provide targeted training and feedback to enhance the quality of customer service interactions.
Overview
The Call Evaluation Form serves as a structured framework for evaluating phone interactions between customer service representatives and customers. It consists of several key criteria, each designed to assess different aspects of the interaction. By providing ratings and comments based on these criteria, we can gain valuable insights into the performance of our customer service representatives and identify opportunities for further development.
Instructions
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Criteria Evaluation:
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Evaluate each criterion based on the phone interaction observed.
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Use a rating scale of 1 to 5, with 1 being the lowest and 5 being the highest.
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Provide comments to support your ratings, highlighting specific examples or observations.
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Rating Scale:
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1: Poor
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2: Below Average
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3: Average
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4: Above Average
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5: Excellent
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Comments/Feedback:
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At the end of the evaluation, provide any additional comments or feedback regarding the phone interaction.
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Your insights are valuable for improving our customer service standards and enhancing the overall customer experience.
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Call Evaluation
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Criteria |
Description |
Rating(1-5) |
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Communication Skills |
Assesses clear and effective communication. |
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Active Listening |
Evaluates attentiveness and understanding of customer needs. |
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Clarity and Conciseness |
Measures clear and concise communication. |
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Empathy and Professionalism |
Assesses understanding and professionalism. |
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Problem-solving Abilities |
Evaluates effective issue resolution. |
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Adherence to Protocols and Procedures |
Assesses compliance with guidelines. |
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Overall Customer Satisfaction |
Measures overall satisfaction. |
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Additional Comments
Please use this space to provide any additional comments, suggestions, or feedback regarding the phone interaction:
