Call Quality Form

In this article: 

1. Overview 
2. Website 
3. Final Evaluation Call Quality Form - Cisco 
4. Scoring Requirements  
5. Responding to a Call Quality Evaluation Procedure  
6. Appealing a Call Quality Evaluation Procedure  
7. Final Evaluation (Internal Form) Call Quality - Cisco 
8. Chat Call Quality Form 
9. Related Articles 

1. Overview

We use a form to rate our teams call qualities. This form is used by your team leader when reviewing the call monitor. This form outlines TDGs standards and creates a standard method of performance measurement. You will be scored on your Communication skills, Resolution skills and System skills. Afterward, the team leader can add any comments pertaining to your strengths and improvement opportunities. We aim to provide quality customer service that is friendly and accurate. Our goal is for average call quality ratings of 75% or higher. 

2. Website

https://ca.calabriocloud.com/#/dashboard 

3. Final Evaluation Call Quality Form - Cisco

The Final Evaluation Call Monitor form is separated into four sections which include Introduction, Body, Wrap-Up, and System. Scoring on the Call Quality form has four options, Yes, No, Partial and N/A. After the call monitor is completed, the system will automatically provide a table breakdown of the independent section scoring. 

Scoring Breakdown Example

4. Scoring Requirements

If a call quality score is less than Guest Care standards of 75%, then your team lead will contact the team member and review.  

5. Responding to a Call Quality Evaluation Procedure

Once a team lead has reviewed and scored your call quality, you will receive an automated email notifying you of this. This call will need to be reviewed prior to your one on one with your team lead. Complete the following procedure when reviewing your call quality evaluation: 

1. Click link directly from your email 

 2. Login to Cisco 

      Username: work email 

      Password: Welcome1 

3. You are now brought to the call recording. In here you are able to view: 

       a. Agent stats on left screen 

       b. Call recording in middle of screen 

       c. Call Quality in the right screen 

             i. Agents must click the three dots in top right to acknowledge or appeal the call quality 

             ii. If the form is appealed, the team lead will receive a notification and will reach out and review 

6. Appealing a Call Quality Evaluation Procedure

Use this procedure when appealing a call quality evaluation: 

1. In the call quality, the top right-hand corner has three dots, click here 

2. Choose Appeal Evaluation  

3. Enter your reason for the appeal 

4. Click Appeal  

Your team lead will receive an automated email advising them of your appeal, in which they will reach out to the team member to further discuss and review (as seen below). 

7. Final Evaluation (Internal Form) Call Quality - Cisco

This form is used for any calls between team members. The Final Evaluation (Internal Form) Call Monitor form is separated into two sections which include communication and Resolution. Scoring on the Call Quality form has four options, Yes, No, Partial and N/A. After the call monitor is completed, the system will automatically provide a table breakdown of the independent section scoring.  

8. Chat Call Quality Form

The Chat Call Quality form is separated into two sections which include Communication and Resolution. Scoring on the Chat Call Quality form has multiple options. The Communication section has three scoring levels which include Yes, No and N/A. The Resolution section has four scoring options which include Yes, No, Partial, and N/A. After the call monitor is completed, the document will provide the overall score of the call quality based upon the selections chosen. Unlike the Cisco Call Quality form, this is not generated directly to the Guest Care Agent. If a call quality score is less than Guest Care standards of 75%, then the team lead will contact the team member and review.   

7. Related Articles

Guest Care Agent & Team Expectations and Evaluations - https://5p1592.acquire.io/kb/knowledge-base-default/roles-and-responsibilities/guest-care-agent-and-team-expectations-and-evaluations