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Technology Services Call Rubric

Below are the criteria by which call quality is monitored.

Call Example

Greeting

Did the agent say Thank you for calling or apply a local greeting?(Yes / No)
 
Did the agent mention SkyTrak?(Yes / No)
 

Did the Agent mention their name? (Yes / No)
 

Call Handling

Did the agent ask for what the issue is?(Yes / No)
Did the agent provide a solution to the customers issue?(Rating Scale)
 
Did the agent feel like they wanted to assist the customer. (Rating Scale)
 
Did the agent use empathetic language, remain calm and avoid blame or defensiveness? (Rating Scale)
 

Closing Call

Did the agent ask if there is any other questions?(Yes / No)
 
Did the agent end the call with a good bye? (Yes / No)
 

Score Breakdown

In this example, Nick's failure to mention his own name in the greeting, and lack of "Any other questions?" at closing prevented him from reaching the 85% goal.