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  • Agent Evalution Form

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    Nadeem Manzoor CH
    72 views3 pages
    The agent evaluation form contains 20 questions regarding an agent's call, including whether the agent greeted the caller, confirmed their name, introduced themselves, described the call purpose, shared key information, gathered basic details, explained the process, offered a timescale for a solution, notified the caller of documentation needs, offered transaction confirmation, followed procedures if placing the caller on hold, did not interrupt, used questioning skills, demonstrated active listening, addressed all issues, and went the extra mile for customer experience. The form is used to assess an agent's call and provide remarks.

    Original Description:

    Agent Evalution Form for ccall center by Nadeem

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    The agent evaluation form contains 20 questions regarding an agent's call, including whether the agent greeted the caller, confirmed their name, introduced themselves, described the call purpose, shared key information, gathered basic details, explained the process, offered a timescale for a solution, notified the caller of documentation needs, offered transaction confirmation, followed procedures if placing the caller on hold, did not interrupt, used questioning skills, demonstrated active listening, addressed all issues, and went the extra mile for customer experience. The form is used to assess an agent's call and provide remarks.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as xlsx, pdf, or txt
    72 views3 pages

    Agent Evalution Form

    Uploaded by

    Nadeem Manzoor CH
    The agent evaluation form contains 20 questions regarding an agent's call, including whether the agent greeted the caller, confirmed their name, introduced themselves, described the call purpose, shared key information, gathered basic details, explained the process, offered a timescale for a solution, notified the caller of documentation needs, offered transaction confirmation, followed procedures if placing the caller on hold, did not interrupt, used questioning skills, demonstrated active listening, addressed all issues, and went the extra mile for customer experience. The form is used to assess an agent's call and provide remarks.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as xlsx, pdf, or txt
    of 3

    Name

    Agent ID
    Call center ID
    Country

    Results
    Question Answer Option
    1 Did the agent said Hello On call start?
    2 Did the agent confirmed the lead's name?
    3 Did the agent introduce him/her self to caller?
    4 Did the agent describe purpose of call?
    5 Did the agent shared key information ?
    6 Did the agent gatheried basic information ?
    7 Did the agent explain the Process?
    8
    9
    10
    11
    12 The agent offered an appropriate timescale for a solution
    13 The customer was notified of all relevant documentation
    14 The agent offered transaction confirmation
    15 Correct procedures followed for placing a customer on hold
    16 Agent did not interrupt or talk over the customer
    17 Agent used effective questioning skills
    18 Agent demonstrated active listening
    19 Agent dealt with all the issues raised
    20 Agent went the extra mile for best customer experience
    Agent evaluation form

    Remarks
    Yes
    No
    N/A

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