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:

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

Customer Info

Did your rep:

13. Ask for customer’s first and last name
14. Spell customer’s name back to ensure proper spelling
15. Collect customer’s phone number
16. Repeat customer’s phone number to verify accuracy
17. Collect customer’s email address
18. Spell back customer’s email address to verify accuracy
19. Collect customer’s mailing address
20. Verbally verify customer’s mailing address
21. Ask the customer how they heard about you

Script Adherence

Did your rep:

22. Follow the correct script
23. Sound natural when following the script
24. Adapt the script to the customer where allowable

Compliance

Did your rep:

25. Follow correct procedure when the customer asked not to be contacted again
26. Comply with FTC telemarketing requirements
27. Comply with the Fair Debt Collection Practices Act
28. Comply with national and state call recording laws
29. Take proper notes of key points in the call
30. Quote pricing within company guidelines
31. Comply with PCI security standards
32. Provide accurate information to customer questions
33. Follow company hold guidelines and time constraints
34. Dodge calls
35. Meet company AHT guidelines
36. Follow company guidelines for escalating calls
37. Follow proper procedure for transferring calls
38. Use proper description of the company’s products and services
39. Handle cancellation request appropriately

Etiquette

Did your rep:

40. Speak politely
41. Use the appropriate tone
42. Use the customer’s name
43. Avoid interrupting the customer
44. Minimize Dead Air
45. Respond promptly to customer questions
46. Match customer’s rate of speech
47. Use active listening skills
48. Speak clearly
49. Empathize with the customer
50. Ask permission before transferring the customer
51. Ask customer’s permission to place them on hold
52. Make sure the customer’s issue was resolved before hanging up

Troubleshooting

Did your rep:

53. Take ownership of the problem
54. Transfer the customer to the appropriate person if they couldn’t solve the problem personally
55. Apologize for the inconvenience
56. Manage the customer’s expectations
57. Follow troubleshooting guidelines
58. Correctly identify the problem
59. Correctly identify the product to troubleshoot
60. Ask for error code
61. Summarize the customer’s concerns to confirm that the rep understands the problem
62. Offer an appropriate solution
63. Share additional resources with customer
64. Recognize if product was covered by warranty
65. Provide accurate time estimates on possible solutions
66. Resolve the customer’s issue
67. Provide the customer with reference number
68. Send follow up email with reference number and service provided

Sales

Did your rep:

69. Ask pertinent questions to discover customer’s needs
70. Build rapport
71. Offer appropriate product based on customer’s needs
72. Cross-sell or upsell existing customers on the best product based on their needs
73. Establish clear next steps
74. Build value in the product
75. Involve all relevant decision makers
76. Speak with confidence
77. Attempt to overcome the customer’s objections
78. Have sufficient product knowledge
79. Follow appropriate procedure when offering discounts
80. Mention special offers that apply to the customer
81. Quote correct pricing
82. Determine whether the customer lives within service boundaries
83. Clearly state product and pricing details before taking payment
84. Schedule time for service to take place
85. Collect correct shipping information
86. Collect payment
87. Schedule follow up call
88. Deliver a clear call to action
89. Attempt to retain the customer during a cancellation request

Close

Did your agent:

90. Follow proper closing script
91. Reiterate next steps
92. Confirm appointment
93. Offer further assistance
94. Request that customer take a post-call survey
95. Thank customer for calling
96. Brand the call with company name

After Call Work

Did your agent:

97. Log all appropriate information in CRM
98. Follow up with the customer as specified on the call
99. Set correct call disposition
100. Log any customer complaints
101. Log any product defects or bugs

AutoFails

102. Use of profanity
103. Sarcasm
104. Dishonesty
105. Rudeness
106. Shouting
107. 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!