211 Child Care Call Monitoring Form
Clients deserve to be greeted in a friendly manner. "Thank you for calling 211 Child Care. How can I help you?"
Clients aren't always sure what services are available through 211 Child Care. It is important to listen so that you can learn to understand client's needs.
Call Transaction Detail
Handling the call, working in progress to provide referrals and consumer education.
Customer Service Skills
All clients deserve respectful, good customer service.
Quality Scoring and Notes
Scoring Key: To receive an overall ‘Pass’ rating for call, all required categories (highlighted) must receive a rating of ‘Pass’. Staff can achieve an overall ‘Exceeds’ rating for the call by meeting above ‘Pass’ criteria and excelling in the Customer Service Skills category.