211 Child Care Call Monitoring Form

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211 Child Care Call Monitoring Form

Greeting

Clients deserve to be greeted in a friendly manner. "Thank you for calling 211 Child Care. How can I help you?"
Used proper courtesy greeting? -Required(Required)
Offered assistance to the caller?(Required)

Listening Skills

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.
Active listening (client doesn’t have to repeat)(Required)
Interrupts appropriately?(Required)
Clearly understands the caller's needs?(Required)

Call Transaction Detail

Handling the call, working in progress to provide referrals and consumer education.
Answers all questions?(Required)
Provided consumer education when applicable - Required(Required)
Provided clear and accurate information? - Required(Required)
Referred to other departments when appropriate?(Required)

Telephony Skills

Uses correct procedures to place a client on hold?
Uses correct procedures to transfer a call
Uses After Call Work appropriately, as defined?

Customer Service Skills

All clients deserve respectful, good customer service.
Maintains call control and appropriate pace?
Uses appropriate tone and volume? - Required
Uses polite and professional language?
Maintains professional boundaries?
Exhibits friendly and engaging approach to call?
Limits instances of unnecessary silence? - Required
Call escalated appropriately, when/if needed?
Exceeds Expectations?

End Call

Caller is asked if they have any other questions?
Uses courtesy procedures to conclude the call?

Documentation

Populate mandatory fields in data system?
Documents fulfillment request appropriately?

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.

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