CSR Monitoring Form

CSR NAME

DATE

MONITORED BY

ACCOUNT NUMBER________________________________

CSR SIGNATURE ___________________________________________________________

SUPERVISOR __________________________

YES

NO

N/A

OPENING INTRODUCTION

COMMENTS

Thank you for calling ____________, this is (state your name)

2

Verify and Capture any needed Risk Factors

3

Expressed a "polite" sense of urgency during opening

2

Informal Repore Building without excessive talking- (ex- How are you today?)

3

PRESENTATION

COMMENTS

Use of probing closed ended questions

5

Maintain strong, confident voicetone during product presentation

3

Avoid the use of fillers - (uhhs, umms, etc)

2

RESPONSES AND REBUTTALS

COMMENTS

Transitions (Name, Empathy, Connect)

4

Accurate Response/Rebuttal with correct info.

5

Sales close/ Re-close (assumptive close)

5

Minimum Rebuttals

10

PRODUCT INFORMATION

COMMENTS

Accurate description of Product

3

Clear understanding on all promotions/pricing

4

Accurate processing of sale, order, or other action taken

5

Used effective positioning statements or industry facts on product

3

CLOSING

COMMENTS

Recap customers request, order, or other action taken

3

Offered further assistance-  (Only need to ask one time)

2

Branded the Call and Thanked customer for calling

3

COMMUNICATION

COMMENTS

Explains monthly charges, fees, and taxes

3

Maintained polite/ professional tone

3

Expressed empathy

3

No slang/jargon

3

States customer name 2x

3

Followed proper transfer guidelines

2

Followed proper hold courtesies

3

Listen w/o interruption

3

Cross-sells/AutoFail

Effectively Cross-sells all products with use of scripts if applicable

10

Performance Coaching / Action Plan:

Possible Points

Points Missed

Call Score

Overall Score