Internal Monitoring Guidelines (Hybrid Form)

Accuracy. Got the right number(or similar number and offering all suitable numbers)
Advising
o Not offering similar listings
o 3 or less not offering all suitable listings
o Incorrect 4 or more handling
o Incorrect Not Found
o Incorrect Main Number Handling
Search Procedure
o Incorrect Keying Strategy
o Completing extent of search
o Searching in the wrong file (trigger key)

L.Listened and understood request the first time and re-asked upfront when needed
Not understanding the request
Re-asking for the same piece of information more than twice
Not varying questions
Asking irrelevant questions

L. Conducted efficient search with appropriate advising and search progress
Advising
o Incorrect advising (we could drill this down further to)
Did not mention required details about the listing (ex: directional, street
and city)
Offered an inappropriate listing
Gave the wrong information
o Not offering similar listings
o Did not do offer as you go procedures
o 3 or less not offering suitable listings
o 4 or more offered all suitable listings
o 4 or more did not give an In order to help report
o Incomplete/Incorrect Not found report
Search Procedure
o Searching in the wrong file (trigger key)
o Inefficient keying strategy
o Unnecessary re-launching and re-keying of search

L. Displayed good screen awareness and effectively scanned to provide the correct report
(unnecesary flipping through screens)
Unnecessary flipping of screens
Not scanning from top to bottom and left to right

VQ. Good pace and diction, enunciates clearly, and is easily understood by the customer
Op sounds rushed
Mispronounced common words
Slurring, Stuttering, and Awkward pauses
Used confusing dialogues

VQ. Confident and enthusiastic tone, avoiding monotone and/ or flat voice and pitch
Op sounds bored/lazy
Does not sound engaged (sounds like a transaction)
Sarcastic or rude interaction

VQ.Continually stay engaged with the customer through proper acknowledgement
practices
Dead air evident in the duration of the call
Delayed opening
Did not acknowledge customers request, question or comment
Unrelated response to customers request, question or comment