Monitoring Form-printout Mode

VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP VDP

Accent

Rate of Speech (Too fast / too Pronunciation / Audibility (Tone & slow / Enunciation Pitch) Comfortable (Clear/Garbled) pace)

VDP

Stress ( Appropriat e Stress / Inappropriat e Stress )

VDP

Grammar and Phrasing

VDP

Fluency (Broken/Smooth)

Param_Type Param VDP VDP VDP VDP VDP VDP

Broad Observations 1 Issues with vowel sounds and Consonant sounds resulting in heavy MTI - 7 or more 2 Phony accent /regional tinge- Issues with vowels sounds and Consonant sounds- 5 errors 3 Slight accent issues at times, but the agent was more or less understood.- 3 errors 4 Inconsistent neutral accent- 2 errors 5 Neutral accent - no errors 1 Broken and inconsistent- more than 3 instances 2 The agent had slight comprehension issues with delayed response due to lexical resources- 2 instances 3 The agent did not have any comprehension issues yet there are abrupt pauses, and the response continues to be slow.- an instance 4 The comprehension and the thought process are adequate enough for quick response from the other end. 5 The agent possesses good command of the language and is able to deliver quick and appropriate responses. 1 Was not audible/ too loud/ Nasal tone/ robotic/extremely (monotonous, curt, rude, hesitant) or sounds highly unprofessional. 2 When the agent sounds overtly friendly , blunt or curt… 3 The agent is inconsistent, does not manage to maintain the level of enthusiasm throughout the call and at times sounds commanding while giving instructions. 4 Maintains an upbeat tone throughout the call and the voice modulations are above average. 5 Agent has perfect blend of all vocal parameters (enthusiasm, politeness, and business friendly,warm, courteous, confident & enthusiastic.) 1 When the agent mispronounces on multiple occasions difficult to understand due to incorrect syllable stress.7 instances or more 2 Mispronounced due to incorrect ‘Syllable Stress’ 5 or more instances 3 Mispronounces on 3 occassions. 4 Mispronounces twice- 2 instances 5 Clear speech- all the words are comprehensible with proper clarity - No issues with pronounciations 1 Too fast/ too slow 2 When the agent pauses between the sentences, however the speed of phrases/words spoken and is highly inconsistent when gets excited or during trouble shooting 3 Inconsistent on most occasions- leading to a difficult conversation. 4 Inconsistent very few occassions and tries to match the pace with the customer. 5 Comfortable pace- Matches the pace , consistent leading to a very comfortable conversation. 1 Inappropriate Stress( more than 10 errors) 2 Tried to follow stress pattern but inappropriate stress on words are predominant 3 When couple of words are stressed, however, the speech pattern is monotone. 4 When the stress patterns are in place and most of the important words are emphasized. 5 When the entire speech pattern and stress pattern are in place ( word stress, syllable stress) 1 More than 15 errors 2 More than 10 errors 3 More than 6 errors 4 More than 3 errors 5 No noticeable errors

CHP CHP CHP CHP CHP

CHP CHP CHP

CHP

CHP CHP CHP CHP

Listening Skills ( Restate ; responses )

CHP

CHP CHP CHP CHP CHP

Probing

CHP

CHP CHP CHP CHP CHP CHP CHP CHP CHP CHP CHP CHP

CHP CHP CHP CHP CHP CHP CHP CHP CHP

Rapport Building ( Appropriate TACR!FT Empathy Name Usage ; Dead-Air compliance Handling )

CHP

Professionalism

CHP

Hold Call Opening / Call Paramete Closing r

CHP CHP CHP

Broad Observations 1. No ( did not use the script) 0 2. Yes - Delivered the script 2 2(a)Used the script and met atleast 3 parameters.[greeting, energetic, comfortable rate of speech] 3 2(b).Used the script and met atleast four parameters.[Enthusiasm,verbatim, greeting, energetic, comfortable rate of 4 speech] 2(c) Used the script and met all the parameters [Script,enthusiasm,audibility,appropriate stress, greeting, energetic & 5 comfortable rate of speech] N/A N/A Yes--- Important parameters were met (Permission, time limit mentioned and maintained, script was followed) 5

Transfer/ escalation

CHP

Call Procedures ( Opening ; Closing ; Hold ; Transfers ; Escalation )

Param_Type Param CHP CHP CHP

No--- Important parameters not met (Permission, time limit not mentioned/ maintained, script not followed)

0

N/A Yes--- Important parameters were met (Permission, time limit mentioned and maintained, script was followed) 1a) Warm transfer parameters --( Introduction and greeting) 1b) Cold transfer ( Approved by SL)

N/A 5 5 5

No--- Important parameters not met (Permission, time limit not mentioned/ maintained, script not followed) N/A 0) Did not understand the issue 1. Agent unable to understand the issue and misses the relevant information and asks the customer to repeat frequently (Agent interrupting the customer frequently thus leading to verbal collissions - >= 7 instances)

0 N/A

2. When the agent asked the customer to repeat the information but restated the issue wrongly(whole/ partial). Interrupted the customer more than 5 instances- Interruptions,Inappropriate responses, long response time, no responses. 3. Active listening, but inappropriate response throughout.Apologized for interruption. Restated the issue more or less correctly on time. 2 instances - Interruptions, Inappropriate responses, long response time, no responses. 4. The agent actively listens to the customer and understands the issue .Restated the issue correctly on time. 1 instance- Interruptions,Inappropriate responses, long response time, no responses. 5. Actively listened to the customer and responded using verbal and non- verbal responses throughout the call on time. 0. Did not probe at all leading to not understanding the issue. 1. When relevant probing was not done because of incorrect assumptions of the agent ( it leads to no resolution) 2. Effective probing was misssing, because of misinterpretation of answers / not asking relevant questions on time paving way for delay in resolution. 3. Relevant probing was done. But he did not phrase the questions well / statements in questioning tone. 4. Effective probing was present. But not very concise. 5. Probed well N/A 1 Not confident with lot of fillers.Had mouth and breath noises Uses slangs and jargons to leading to confused communication. Customer becomes irate. 2 Not confident with lot of fillers.has mouth and breath noises Uses slangs and jargons to leading to confused communication. No tel ettiquettes dispalyed on the call 3 Tel ettiquettes dispalyed on the call, however appears unsure Stammers and stutters during trouble shooting. 4 Confident and had tel ettiquetts, however failed to delight the customer. 5 Delights the customer having diplayed all necessary tel ettiquettes on the call. Reassures the customer resulting in customer being confident of agent's abilities to resolve the issue. N/A 0 Neither empathizes nor apologizes wherever and whenever necessary--( giving the impression that the agent is not concerned about the situation, the customer is in) 1.Inappropriate apology/ empathy 2. Tried to apologize but did not empathize or vice versa. Too fast while doing so 3. Scriptive apology/ empathy. 4. Apologizes and empathizes appropriatly and at the right time without emphasis on it. 5. Apologizes/ empathizes appropriatly in the right tone and at the right time. N/A 0) NO( Failed to personalize, Dead air tracked on the call.) 1.Does not address the customer using the correct salutation / Uses Sir or Ma'am then and there. Mispronounces the customer's name frequently. Lot of dead air observed Display of indifference either in tone / words / attitude 2a. Mispronounces the customer's name / Uses Sir or Ma'am/. 2b. Found lot of dead air 2c. Pauses to initiate small talk but reluctant to proceed further. 3. Keeps switching between Mr./Ms. Last Name and Sir/Ma'am. Found dead air , tried to initiate small talk. 4. Addresses caller by Mr./Ms. Last Name, however, the agent could have used the name more often. He tried to avoid dead air, initiated small talk/ tried to educated the member. 5. Properly addresses the caller using Mr./Ms. Last Name throughout the call. Built rapport, used power words,and No dead air. N/A Yes No N/A