>>How
is Agent tone of voice scored on call monitoring forms?
I
am considering some of the classes for several of my
analyst. I want to know if you have any specific
information on how TONE is scored or looked at from a
scoring perspective and a coaching perspective?
Myra's
answer to How
is Agent tone of voice scored on call monitoring forms?
I
have had the opportunity to review dozens upon dozens up
monitoring forms for customer service representative and
every single form has a section dedicated to vocal
tone/ability to convey friendliness. This section can be
expressed in many different forms from “tone” to
“diplomacy”. It almost always carries a great deal
of weight. I’ve had some clients put a pass/fail
weight on tone, meaning that if a rep didn’t meet
expectations on this dimension, they fail the entire
evaluation.
From
my experience, tone carries a weight of at least 10% of
the entire call monitoring evaluation.
A
few months ago I hosted a webinar entitled Call
Monitoring and the recording is now
available. This program has dozens of tips for more
effective call monitoring, agent coaching, and it
discusses call monitoring technology. I encourage you to
take a look at this program, as it may give you great
insight for your current challenges.
View
my call monitoring training outline.
Good
luck to you in designing classes for your analysts.
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