Call Quality

Call Quality Standards

Telephone etiquette means being respectful to the person you are talking with, showing consideration for the other person’s limitations and allowing that person time to speakand communicate clearly.

Your voice must create a visual impression over the telephone i.e.always answer with a smile.

Good telephone etiquette is important because we cannot see the facial expressions and body language of the other person and they cannot see us;we must therefore compensate by choosing our words carefully and using much more tone inflection to convey our message.

CALL QUALITY MONITORING FORM

Call Quality Monitoring Rating Criteria

If a user determines a question to be ‘not applicable’ then the maximum score for this question is set to 0 so that not answering the question doesn’t affect the final rating, otherwise Yes/No type questions score 1 for Yes, 0 for No out of a maximum of 1.

Rating questions score from 1 to 10 with a max score of 10.