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iRubric: Telephone Skills rubric

iRubric: Telephone Skills rubric

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Telephone Skills 
Evaulation of telephone skills as demostrated during actual and mock customer service calls
Rubric Code: K43W33
Draft
Public Rubric
Subject: (General)  
Type: (Other)  
Grade Levels: (none)


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  Poor

Show no understanding of the competency or does not demonstrate the action/task

1 pts

Fair

Shows little understanding of the competency or demonstrates very few actions

2 pts

Good

Show good understanding of the competency. Demonstrates appropriate actions/tasks

3 pts

Above and Beyond

Demonstrates complete understanding of the competency. Demonstrates all appropriate actions/tasks

4 pts

Greeting
1 pts

How was the caller greeted by the CSR

Poor

CSR does not identify themselves and/or the company or department.
Caller feels as if they are interrupting the CSR
Fair

Limited greeting. None enthusiastic
Good

Clearly identify the company/department and the CSRs name.
The caller feels that the call is welcomed
Above and Beyond

The CSR is enthusiastic and has a positive attitude
Caller Identification
2 pts

Caller must be properly identified

Poor

Does not ID the caller or only has one ID criteria
Fair

Has at least two ID criteria but does not have three ID criteria
Good

Follows three ID criteria.
Above and Beyond

Is able to ID the caller with all three ID criteria in a seamless manner to the caller.
Tone
1 pts

Voice tone and inflection

Poor

Monotone
Unenthusiastic
not positive
Sounds annoyed or distracted
Fair

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

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

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
Asking Questions
Concentrate on what the caller is saying
Above and Beyond

Paraphrasing and questions are used appropriately and not over used.
Quickly and efficiently identifies the callers question or issue to the caller.
Close
1 pts

The close of the call should wrap up the call

Poor

No close to the call
Hangs up without using a closing phrase such as "Than 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"
Above and Beyond

Closes call with a restating of actions to be taken by the CSR, 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"




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