Hi All-

Does anyone have any templates that they use monitoring the quality of customer service calls?

I'm looking for the soft side - things like listening skills etc and how you are currently assessing these.

Any help greatly appreciated!

Warm regards

Martyn

Hi Martyn,

We use several differen assesment matrices for assesing calls. Soft Skills is a particular area of expertise for us.

Although I am not prepared to give you details of our full assesment matrices I am certainly willing to give you some guidance on the areas covered by these matrices.

Feel free to e-mail me, jon.warnhammar@maiagroup.co.uk or give me a call on 01189742509.

Look forwrd to hearing from you.

Jon

matring..gimme your email address, I wil send out 2 forms to you..

Hi -

Thanks. I appreciate the help.

martynallan@warwickshire.gov.uk