Select Page

You can’t improve what you don’t measure.

That’s why choosing the right call monitoring parameters to track call quality and measure rep performance needs to be a top priority.

When you experiment with different metrics and track improvement over time, you set yourself up for success.

With the right data, you can grow revenue through agent performance, increase margins through efficiency, and improve your customer experience by removing friction from their journey. 

Good parameters are measurable and clearly defined (something you can test through calibration sessions with management, supervisors, and reps – post on this coming soon).

So take the time to think through each one, and don’t overdo it. Too many metrics, especially if they’re complex or vague, gets confusing and often builds resentment in your team.

If you’ve never created a call monitoring scorecard before, be sure to check out our post on crafting call monitoring forms. You’ll learn how to choose the right parameters and you can snag a free call monitoring template at the bottom of that post.

All of the parameters on this list are measurements I’ve seen our customers use or experienced first hand as a rep. It’s not a comprehensive list, but it should give you a good starting point for your own team’s brainstorming sessions. Pick and choose as you see fit and share your own metrics in the comments below if I’ve missed anything!

Call Monitoring Parameters

Greeting

Did your rep:

  1. Follow the greeting script
  2. Identify themselves
  3. Identify their company
  4. Thank the customer for calling
  5. Ask who was calling
  6. Offer assistance
  7. Clearly state why they were calling (outbound)
  8. Ask to speak with the correct person/account holder (outbound)
  9. State that the call was being recorded

Account verification

Did your rep:

  1. Request account verification before offering account details
  2. Use all required information to verify account (SSN, phone number, name, password, etc.)
  3. Follow correct procedure if account could not be verified

Customer Info

Did your rep:

  1. Ask for customer’s first and last name
  2. Spell customer’s name back to ensure proper spelling
  3. Collect customer’s phone number
  4. Repeat customer’s phone number to verify accuracy
  5. Collect customer’s email address
  6. Spell back customer’s email address to verify accuracy
  7. Collect customer’s mailing address
  8. Verbally verify customer’s mailing address
  9. Ask the customer how they heard about you

Script Adherence

Did your rep:

  1. Follow the correct script
  2. Sound natural when following the script
  3. Adapt the script to the customer where allowable

Compliance

Did your rep:

  1. Follow correct procedure when the customer asked not to be contacted again
  2. Comply with FTC telemarketing requirements
  3. Comply with the Fair Debt Collection Practices Act
  4. Comply with national and state call recording laws
  5. Take proper notes of key points in the call
  6. Quote pricing within company guidelines
  7. Comply with PCI security standards
  8. Provide accurate information to customer questions
  9. Follow company hold guidelines and time constraints
  10. Dodge calls
  11. Meet company AHT guidelines
  12. Follow company guidelines for escalating calls
  13. Follow proper procedure for transferring calls
  14. Use proper description of the company’s products and services
  15. Handle cancellation request appropriately

Etiquette

Did your rep:

  1. Speak politely
  2. Use the appropriate tone
  3. Use the customer’s name
  4. Avoid interrupting the customer
  5. Minimize Dead Air
  6. Respond promptly to customer questions
  7. Match customer’s rate of speech
  8. Use active listening skills
  9. Speak clearly
  10. Empathize with the customer
  11. Ask permission before transferring the customer
  12. Ask customer’s permission to place them on hold
  13. Make sure the customer’s issue was resolved before hanging up

Troubleshooting

Did your rep:

  1. Take ownership of the problem
  2. Transfer the customer to the appropriate person if they couldn’t solve the problem personally
  3. Apologize for the inconvenience
  4. Manage the customer’s expectations
  5. Follow troubleshooting guidelines
  6. Correctly identify the problem
  7. Correctly identify the product to troubleshoot
  8. Ask for error code
  9. Summarize the customer’s concerns to confirm that the rep understands the problem
  10. Offer an appropriate solution
  11. Share additional resources with customer
  12. Recognize if product was covered by warranty
  13. Provide accurate time estimates on possible solutions
  14. Resolve the customer’s issue
  15. Provide the customer with reference number
  16. Send follow up email with reference number and service provided

Sales

Did your rep:

  1. Ask pertinent questions to discover customer’s needs
  2. Build rapport
  3. Offer appropriate product based on customer’s needs
  4. Cross-sell or upsell existing customers on the best product based on their needs
  5. Establish clear next steps
  6. Build value in the product
  7. Involve all relevant decision makers
  8. Speak with confidence
  9. Attempt to overcome the customer’s objections
  10. Have sufficient product knowledge
  11. Follow appropriate procedure when offering discounts
  12. Mention special offers that apply to the customer
  13. Quote correct pricing
  14. Determine whether the customer lives within service boundaries
  15. Clearly state product and pricing details before taking payment
  16. Schedule time for service to take place
  17. Collect correct shipping information
  18. Collect payment
  19. Schedule follow up call
  20. Deliver a clear call to action
  21. Attempt to retain the customer during a cancellation request

Close

Did your agent:

  1. Follow proper closing script
  2. Reiterate next steps
  3. Confirm appointment
  4. Offer further assistance
  5. Request that customer take a post-call survey
  6. Thank customer for calling
  7. Brand the call with company name

After Call Work

Did your agent:

  1. Log all appropriate information in CRM
  2. Follow up with the customer as specified on the call
  3. Set correct call disposition
  4. Log any customer complaints
  5. Log any product defects or bugs

AutoFails

  1. Use of profanity
  2. Sarcasm
  3. Dishonesty
  4. Rudeness
  5. Shouting
  6. Hanging up before the call is resolved

 

And before you know it, we’ve made it through 101+6 parameters. Hope you don’t mind the bonus metrics!