How to Make a Call Center Operator Evaluation Form

The agent is the central figure in any call center activity. Since they are the most involved in interactions with users, their performance directly influences the results of negotiations. Given this importance, it is essential to keep track of their productivity. So, how can you evaluate the performance of a call center agent? In this article, we will give you some ivory coast phone number library ideas for keeping track of performance through the creation of operator evaluation sheets that help you understand what are the potential problems that can be addresse to improve the performance and quality of the contact center.

It is possible to create an operator evaluation sheet by inserting items that take into account the call center script.

The card can be very detailed as you can already optimize the content of your b2b emails see from the entries regarding the initial part: the greeting.

Here are the entries you can enter:

• The operator follows the greeting script;
• The operator introduced himself to the customer;
• The agent informed the customer that the call was being recorded;
• The operator addresses the customer by name;
• The operator expressed his gratitude to the customer for listening to him.

The ability to handle objections

This section evaluates the operator’s ability to china phone numbers handle often stressful and aggressive objections. Here are the items you can include:

• The operator expressed his apologies regarding problems that the contacted user had already had in the past;
• The operator uses the resources of the script and training regarding objection handling;
• Documentation to properly enter into contracts has been provided.

The script

This section assesses the operator’s ability to adhere to the script and creatively deviate when necessary by following general guidelines learned during training and refresher activities.

• The operator appropriately adjusts his or her way of communicating and interacting with the caller within the script guidelines.
• If necessary, the operator deviates from the script in creative and effective ways to achieve goals.

Closure

Evaluate how the operator ends the call

• The call closing guidelines were respected;
• The call closing script was respected;
• When necessary, the operator has established a follow-up consultation.
• The operator asked if the user had any other doubts, questions or problems before ending the call based on the objective achieved: recall, appointment or contract.