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iRubric: Secret Shopper Call Evaluation rubric

iRubric: Secret Shopper Call Evaluation rubric

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Secret Shopper Call Evaluation 
Telephone Skills
Rubric Code: EXAB742
By knoeld1
Ready to use
Public Rubric
Subject: (General)  
Type: (Other)  
Grade Levels: (none)

Powered by iRubric Secret Shopper Call Evaluation
Enter rubric description
  Poor

Show no competency or does not demonstrate the action/task

1 pts

Fair

Shows little competency or demonstrates very few actions

2 pts

Good

Show good competency. Demonstrates appropriate actions/tasks

3 pts

Excellent

Demonstrates complete competency. Demonstrates all appropriate actions/tasks

4 pts

Greeting
1 pts

How was the caller greeted by the CSR
Poor

Employee does not identify themselves and/or the company or department.<BR>
Caller feels as if they are interrupting the employee
Fair

Limited greeting. Not enthusiastic
Good

Clearly identify the company/department and the employees name.<BR>
The caller feels that the call is welcomed
Excellent

The employee is enthusiastic and has a positive attitude
Tone
1 pts

Voice tone and inflection
Poor

Monotone<BR>
Unenthusiastic <BR>
not positive<BR>
Sounds annoyed or distracted
Fair

Pace to too rapid or too slow. Employee is difficult to understand
Good

Pleasant phone voice. Good steady rate of speech. Clear and understandable.
Excellent

Clear and understandable. Pleasant, cheerful tone.
Effective Listening
4 pts

Ability to listen to the caller and identify their need
Poor

Unable to determine the callers question or issue
Fair

Able to identify part of the callers question or issue
Good

Paraphrasing<BR>
Asking Questions<BR>
Concentrate on what the caller is saying. Is able to answer callers question.
Excellent

Paraphrasing and questions are used appropriately and not over used.<BR>
Quickly and efficiently identifies the callers question or issue to the caller. Easily able to answer callers question.
Close
1 pts

The close of the call should wrap up the call
Poor

No close to the call<BR>
Hangs up without using a closing phrase such as "Thank you for calling" or "Have a nice day"
Fair

Uses a closing such as "Thank you for calling" or "Have a nice day" but does not offer additional assistance
Good

Uses phrase such as "Is there anything else I can assist you with today". Uses a closing such as "Thank you for calling" or "Have a nice day"
Excellent

Closes call with a restating of actions to be taken by the employee , offers suggestions of other services, Uses phrase such as "Is there anything else I can assist you with today". Uses a closing such as "Thank you for calling" or "Have a nice day"
Transfer/Hold time
2 pts

How long caller was on hold and/or transferred to another line
Poor

Multiple call transfers and more than 4 minutes on hold
Fair

One or more call transfers and/or more than 3 minutes on hold
Good

No more than one call transfer and/or less than two minutes on hold
Excellent

No call transfer and/or less than one minute on hold




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