Active Listening
Concentrates on caller
Listens without interrupting
Asks questions to clarify and verify information
Paraphrases caller to ensure understanding
Identifies essential information
Call Reporting
Demonstrates facility with call tracking
system
Enters information quickly
Displays expected level of accuracy
Summarizes calls clearly and concisely
Uses correct terminology
Campaign Management
Develops project plans based on available
resources
Manages program implementation
Communicates status and changes
Negotiates suitable outcomes to problems
Ensures customer requirements are met on time
Maintains effective client relations
Coaching & Motivating
Defines expectations and sets goals
Interprets statistics to identify performance patterns
Provides regular performance feedback
Motivates employees for increased results
Offers rewards and recognition
Customer Focus
Treats customers with courtesy and sensitivity
Builds positive rapport
Applies problem solving skills
Makes extra effort to satisfy customer needs
Meets commitments to customers
Handling Difficult Calls
Demonstrates patience and willingness
to help
Expresses empathy for customer’s situation
Remains calm in demanding situations
Defuses negative emotions
Resolves complaints for maximum satisfaction
Inbound Phone Statistics
Achieves assigned quota
Takes expected number of calls per day
Meets standard for average call length
Displays acceptable availability for taking calls
Meets standard for transfer rate
Interpersonal Skills
Establishes effective relationships
Exhibits tact and consideration
Displays positive outlook and pleasant manner
Contributes to building team spirit
Gives and welcomes feedback
Lead Generation
Meets assigned lead quota
Generates leads that meet quality standards
Gathers detailed and accurate information
Prepares complete and easily understood lead notes
Uses proper spelling, punctuation and grammar
Order Taking
Takes expected number of orders per day
Achieves standard for average order size
Completes orders in a timely manner
Displays acceptable level of accuracy
Meets standard for transferring calls
Outbound Phone Statistics
Achieves assigned quota
Dials expected number of calls per day
Completes expected number of calls per day
Achieves standard ratio of dials to completes
Meets standard for average call length
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Product Knowledge
Displays knowledge of products
Responds to product questions
Explains product features and benefits
Matches products and services to customer needs
Understands how products can solve customer problems
Schedule Adherence
Begins working on time
Keeps absences within guidelines
Returns on time from breaks and meals
Displays flexibility regarding scheduling
Schedules time off in advance
Speaking
Uses voice to create and hold interest
Projects confidence and professionalism
Speaks with positive tone of voice
Chooses appropriate words and
correct grammar
Speaks clearly and at appropriate rate
Maintains pitch and volume
Stress Tolerance
Performs well under pressure
Demonstrates good judgement
Handles unexpected situations
Maintains composure in stressful situations
Systems & Technology Use
Displays working knowledge of system
Navigates systems quickly and accurately
Exhibits required keyboarding skills
Accesses data efficiently
Follows established transfer procedures
Demonstrates understanding of ACD statistics
Technical Support
Prioritizes and balances multiple calls
Displays technical expertise and product knowledge
Follows logical process for problem identification
Asks questions to clarify and verify information
Develops and tests solutions
Provides clear and understandable explanations
Telephone Sales
Uses opening statements that create interest
Asks questions to assess customer needs
Handles objections by problem solving
Moves smoothly through stages of call
Acts on cross- and up-selling opportunities
Demonstrates effective closing skills
Telephone Skills
Makes a positive first impression
Communicates in a courteous manner
Keeps calls brief when possible
Follows call-handling procedures
Uses proper closing
Workforce Management
Creates realistic call volume forecasts
Determines optimal staffing levels
Builds flexible and efficient schedule
Reduces costs without sacrificing service
Monitors performance and compares with forecasts
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