POOR (1) FAIR (2) GOOD (3) ABOVE AND BEYOND (4) TOTAL

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

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