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Looking for Call Centre monitoring form

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As part of your role, are you required to listen into customer service/call centre staff's calls and monitor them for training issues? If so, could you mail me a copy of the form that you use please i.e. what things you 'rate' the call on e.g greeting, control of call etc. The rating system that you use - how often do you monitor?
My mail address is [email protected]

Thanks

Lisa
Lisa Birch

One Response

  1. Generic Monitoring form sent
    this can be adapted to suit your call centre and the items that you are looking for from your call handling agents.

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