Greetings to all. I am brand new to the forum but can already see the benefit of the information communicated here.

I do have a question for the group. I manage the quality group in a mid-sized financial services call center (approx. 500 seats). In general I am not overly pleased with the monitoring form that we utilize to guage agent performance. At times it has produced a checklist type of behavior with our team of agents. By this, I mean that agents score very well to the form, but I can hear in their voices that they are going line by line through it. At times this produces a very scripted sounding interaction with our customer that lacks sincerity. It has also produced a rather high internal score that, although it correlates with our external CSAT measures, is consistently 20 points higher than our external measure. I am interested if anyone would be willing to share suggestions or samples of similar audit forms that have produced the desired result of drivng great agent behaviors and that also has proven to align closely with external measures.

Thanks for considering....

Hey Andrew,

I have used in the past audit forms where tone and expression are used. The only issue I have found using this in the past is staff members perceptions. However this can easily be resolved with the staff member listening to the call.

Shane