iRubric: BYB through ValGen: Customer Service Skills rubric

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BYB through ValGen: Customer Service Skills

The following rubric allows training program participants to assess the instruction provided by the Learning Specialist facilitating the course sessions, as well as the Build Your Brand (BYB) through ValGen training program.

Rubric Code: DX647A4

By CinchoSis74

Ready to use

Public Rubric

Subject: Communication

Type: Assessment

Grade Levels: Graduate

Instructor Assessment Evaluation of Learning Specialist performance throughout training sessions for the BYB through ValGen training program.
	Excellent 5 pts	Above Expectations 4 pts	Consistent 3 pts	Inconsistent 2 pts	Below Expectations 1 pts
Vocal Tone/Quality 25 % Elite 2.0 Strategy	Excellent Good, clear, strong vocal tone and quality of voice. Remains pleasant and professional throughout course sessions.	Above Expectations Good vocal tone and/or quality of voice. Does not raise voice or appear to emotionally react if learners experienced difficulty.	Consistent Speaks clearly and loudly enough for program participants to hear. Does not raise voice or appear to emotionally react if learners experienced difficulty.	Inconsistent Vocal tone is difficult to hear at times. Does not present in a pleasant and professional manner.	Below Expectations Vocal tone is difficult throughout course sessions. Voice quality changes to reflect an emotional response when learners experienced difficulty.
Be Human 25 % Elite 2.0 Strategy - Care & Connect.	Excellent Established connection with participants. Reviewed specific performance metrics. Communicated expectations and agenda. Asked participants for input throughout the program sessions.	Above Expectations Established connection with participants. Reviewed specific performance metrics. Communicated expectations and agenda. Asked participants for input.	Consistent Established connection with participants. Reviewed specific performance metrics. Communicated expectations and agenda.	Inconsistent Established some connection with participants. Communicated agenda.	Below Expectations Established little to no connection with participants. No review of performance metrics or agenda. Did not ask participants for input.
Instill Confidence 25 % Instructor Preparation	Excellent Demonstrated preparation for each session. Showed an understanding for the behaviors that needed changing and assisted participants in achieving the desired outcomes. Structures changes as a goal.	Above Expectations Demonstrated preparation for each session. Showed an understanding for the behaviors that needed changing and assisted participants in achieving the desired outcomes.	Consistent Demonstrated preparation for each session. Assisted participants in achieving the desired outcomes.	Inconsistent Was prepared for most sessions. Provided some assistance to participants in achieving the desired outcomes.	Below Expectations Little to no preparation for program sessions. Provided little to no assistance in helping participants achieve the desired outcomes.
Follow-Up 25 % Review and Feedback	Excellent Ask probing questions, paying attention to what is seen about the learner and what is heard from the learner in program sessions. Listen and identifies the learners's core need(s). Provides the proper solution(s) and feedback.	Above Expectations Ask probing questions, paying attention to what is seen about the learner and what is heard from the learner in most sessions. Listen and identifies the learners's core need(s). Provides the proper solution(s) and feedback.	Consistent Ask probing questions, paying attention to what is seen about the learner and what is heard from the learner in most sessions. Attempts to provide a solution(s) and feedback.	Inconsistent Ask some probing questions, pays minimal attention to what is seen about the learner and what is heard from the learner in most sessions. Attempts to provide feedback.	Below Expectations Does not ask probing questions, pays no attention to what is seen about the learner and what is heard from the learner in program sessions. Provides no solutions or feedback.
BYB through ValGen Training Program Using the Kirkpatrick Model of Evaluation, this is an assessment of the Build Your Brand (BYB) through Val Gen Training Program.
Level 1 - Reaction 20 % Customer Care Professionals (CCPs) and Team Leaders (TLs) rate the overall effectiveness of the training sessions on a scale of 1-10 (with 10 being the highest and 1 being the lowest).	Excellent 95 % or higher of the respondents rated overall training sessions a 9 or 10.	Above Expectations 90 % to 95% of the respondents rated overall training sessions a 9 or 10.	Consistent 85 % to 90% of the respondents rated overall training sessions a 9 or 10.	Inconsistent 80 % to 85% of the respondents rated overall training sessions a 9 or 10.	Below Expectations Less than 80% of the respondents rated overall training sessions a 9 or 10.
Reaction 5 % End of program survey question to Customer Care Professionals (CCPs) and Team Leaders (TLs) to determine if they felt the program sessions had a positive impact on their job performance on a scale of 1-10 (with 10 being the highest and 1 being the lowest).	Excellent 95 % or higher of the respondents rated the program sessions having a positive impact on their performance a 9 or 10.	Above Expectations 90 % to 95% of the respondents rated the program sessions having a positive impact on their performance a 9 or 10.	Consistent 85 % to 90% of the respondents rated the program sessions having a positive impact on their performance a 9 or 10.	Inconsistent 80 % to 85% of the respondents rated the program sessions having a positive impact on their performance a 9 or 10.	Below Expectations Less than 80% of the respondents rated the program sessions having a positive impact on their performance a 9 or 10.
Level 2 - Learning 10 % Pre and Post assessments. CCPs were given the same behavior assessment before and after the training program to evaluate learning took place.	Excellent 95 % or higher of CCPs showed an increase in knowledge from pre to post assessments by scoring 95% or higher on the post behavioral assessment.	Above Expectations 90 % to 95% of CCPs showed an increase in knowledge from pre to post assessments by scoring 90 % to 94% on the post behavioral assessment.	Consistent 85 % to 90% of CCPs showed an increase in knowledge from pre to post assessments by scoring 85 % to 89% on the post behavioral assessment.	Inconsistent 80% to 85% of CCPs showed an increase in knowledge from pre to post assessments by scoring 80 % to 84% on the post behavioral assessment.	Below Expectations Less than 80% of CCPs showed an increase in knowledge from pre to post assessments by scoring below 79% on the post behavioral assessment.
Learning 15 % Participants submitted calls daily for each training session that demonstrated their knowledge and expertise in performing the Elite 2.0 strategy and Relationship Care Call Flow process.	Excellent 95% of CCPs submitted above 10 calls per week demonstrating the Elite 2.0 strategy and Relationship Care Call Flow process effectively during training sessions in the program.	Above Expectations 90% to 95% of CCPs submitted 10 calls per week demonstrating the Elite 2.0 strategy and Relationship Care Call Flow process effectively during training sessions in the program.	Consistent 85% to 90% of CCPs submitted 9 calls per week demonstrating the Elite 2.0 strategy and Relationship Care Call Flow process effectively during training sessions in the program.	Inconsistent 80% to 85% of CCPs submitted 8 calls per week demonstrating the Elite 2.0 strategy and Relationship Care Call Flow process effectively during training sessions in the program.	Below Expectations Less than 80% of CCPs submitted less than 8 calls per week demonstrating the Elite 2.0 strategy and Relationship Care Call Flow process effectively during training sessions in the program.
Level 3 - Behavior 10 % At 3 Months - Team Leaders (TLs) were asked to assess participants overall performance by determining whether or not their employee(s) now consistently demonstrate the Care & Connect model by using the Elite 2.0 Strategy (Be Human, Instill Confidence, and Add Value) and Relationship Care Call Flow Process to aid in creating a positive customer experience for our Card Members.	Excellent Applies each level of the Elite 2.0 strategy and Relationship Care Call Flow process effectively. Creates a smooth transition from one level to the next in a natural manner.	Above Expectations Applies each level of the Elite 2.0 strategy and Relationship Care Call Flow process effectively. Transitions from one level to the next.	Consistent Applies each level of the Elite 2.0 strategy and Relationship Care Call Flow process effectively.	Inconsistent Applies some of the Elite 2.0 strategy and Relationship Care Call Flow process effectively.	Below Expectations Does not use the Elite 2.0 strategy and Relationship Care Call Flow process effectively.
Behavior - Customer Satisfaction 15 % TLs assess their CCPs overall productivity by answering the question: Has their been an increase in the CCPs customer satisfaction score, as well as offer and accepts rates, since the BYB through ValGen training program?	Excellent 95% or higher of TLs saw an increase in their CCPs customer satisfaction scores, as well as offer and accept rates, after the BYB through ValGen training program.	Above Expectations 90% to 95% of TLs saw an increase in their CCPs customer satisfaction scores, as well as offer and accept rates, after the BYB through ValGen training program.	Consistent 85% to 90% of TLs saw an increase in their CCPs customer satisfaction scores, as well as offer and accept rates, after the BYB through ValGen training program.	Inconsistent 80% to 85% of TLs saw an increase in their CCPs customer satisfaction scores, as well as offer and accept rates, after the BYB through ValGen training program.	Below Expectations Less than 80% of TLs saw an increase in their CCPs customer satisfaction scores, as well as offer and accept rates, after the BYB through ValGen training program.
Level 4 - Results 25 % At 6 Months and 1 Year Intervals - Service Delivery Leaders assess CCP and TL performance: On a scale of 1 to 10 (with 10 being the highest and 1 being the lowest), how satisfied are you with participant performance in their current position based on their experience in the BYB through ValGen training program?	Excellent 95% or higher of respondents rate performance based on training experience a 9 or 10.	Above Expectations 90% to 95% of respondents rate performance based on training experience a 9 or 10.	Consistent 85% to 90% of respondents rate performance based on training experience a 9 or 10.	Inconsistent 80% to 85% of respondents rate performance based on training experience a 9 or 10.	Below Expectations Less than 80% of respondents rate performance based on training experience a 9 or 10.

Keywords:

Customer Service, Difficult Calls, Call Resolution, Value Generation

Subjects:

Communication

Types:

Assessment

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