Poor Fair Good Above and Beyond

1 pts Show no understanding 2 pts Shows little 3 pts Show good understanding of the 4 pts Demonstrates complete understanding of the
of the competency or does understanding of the competency. Demonstrates appropriate competency. Demonstrates all appropriate actions/tasks
not demonstrate the competency or demonstrates actions/tasks
action/task very few actions
Greeting  Poor Fair Good Above and Beyond
1 pts
How was the caller CSR does not identify Limited greeting. None Clearly identify the company/department The CSR is enthusiastic and has a positive attitude 
greeted by the CSR themselves and/or the enthusiastic  and the CSRs name.
company or department. The caller feels that the call is welcomed 
Caller feels as if they are
interrupting the CSR 
Caller Identification  Poor Fair Good Above and Beyond
2 pts
Caller must be Does not ID the caller or only Has at least two ID criteria but Follows three ID criteria.  Is able to ID the caller with all three ID criteria in a
properly identified has one ID criteria  does not have three ID criteria  seamless manner to the caller. 
Tone  Poor Fair Good Above and Beyond
1 pts
Voice tone and Monotone Pace to too rapid or too slow. Pleasant phone voice. Good steady rate of Clear and understandable. Pleasant, cheerful tone. 
inflection Unenthusiastic  CSR is difficult to understand  speech. Clear and understandable. 
not positive
Sounds annoyed or
distracted 
Effective Listening  Poor Fair Good Above and Beyond
4 pts
Ability to listen to Unable to determine the Able to identify part of the Paraphrasing Paraphrasing and questions are used appropriately and
the caller and callers question or issue  callers question or issue  Asking Questions not over used.
identify their need Concentrate on what the caller is saying  Quickly and efficiently identifies the callers question or
issue to the caller. 
Close  Poor Fair Good Above and Beyond
1 pts
The close of the No close to the call Uses a closing such as "Thank Uses phrase such as "Is there anything Closes call with a restating of actions to be taken by the
call should wrap up Hangs up without using a you for calling" or "Have a nice else I can assist you with today". Uses a CSR, offers suggestions of other services, Uses phrase
the call closing phrase such as "Than day" but does not offer closing such as "Thank you for calling" or such as "Is there anything else I can assist you with
you for calling" or "Have a additional assistance  "Have a nice day"  today". Uses a closing such as "Thank you for calling" or
nice day"  "Have a nice day"