You have been 0 (0%) 33 33 7 40 speaking to (name) today Is there anything else 5(20%) 19 24 16 40 I can help you with? Thank you 33 (100%) 0 33 7 40 Goodbye 30 (94%) 2 32 8 40 Total 68 (56%) 54 122 38 160 N/A* - calls transferred or criteria not applicable for call type Shaded cells - Key areas for improvement Compared to previous monitoring in October 2016 (overall score of 54%) this represents a slight improvement. The key areas for improvement are have been ‘you speaking to today’ (3% - October 2016) and (100% - October 2016). there ‘goodbye ‘Is anything else I can help you with?’, although low, showed a slight improvement (17% - October 2016). The other element (‘thank you’) maintained its level at 100%. Quality of Performance (softer aspects) scored 1 (extremely poor) 10 (extremely – good) Good Average Poor Number of Average (4-7) calls/criteria score Was the advisor polite? 36 4 0 40 8.40 Did the advisor speak 35 5 0 40 8.43 clearly? Was the advisor’s tone 36 4 0 40 8.35 of voice appropriate? 107 (89%) 13 0 120 Compared to previous monitoring in October 2016 (90%) this remains fairly consistent. Good Average Poor Number of Average (4-7) calls/criteria score Overall Score 34 6 0 40 8.20 Compared to previous monitoring in October 2016 is slightly down from 8.33. Action Plan Key areas for improvement Actions Mandatory Closure - You have been Consider dropping this element speaking to (name) today Mandatory Closure - Is there anything else I Promote this through appraisals can help you with? Ann Bedford
You have been speaking to (name) today 0 (0%) 33 33 7 40 Is there anything else I can help you with? 5(20%) 19 24 16 40 Thank you 33 (100%) 0 33 7 40 Goodbye 30 (94%) 2 32 8 40 Total 68 (56%) 54 122 38 160 N/A* - calls transferred or criteria not applicable for call type Shaded cells - Key areas for improvement Compared to previous monitoring in October 2016 (overall score of 54%) this represents a slight improvement. The key areas for improvement are ‘you have been speaking to today’ (3% - October 2016) and ‘goodbye (100% - October 2016). ‘Is there anything else I can help you with?’, although low, showed a slight improvement (17% - October 2016). The other element (‘thank you’) maintained its level at 100%. Quality of Performance (softer aspects) scored 1 (extremely poor) – 10 (extremely good) Good Average (4-7) Poor Number of calls/criteria Average score Was the advisor polite? 36 4 0 40 8.40 Did the advisor speak clearly? 35 5 0 40 8.43 Was the advisor’s tone of voice appropriate? 36 4 0 40 8.35 107 (89%) 13 0 120 Compared to previous monitoring in October 2016 (90%) this remains fairly consistent. Good Average (4-7) Poor Number of calls/criteria Average score Overall Score 34 6 0 40 8.20 Compared to previous monitoring in October 2016 is slightly down from 8.33. Action Plan Key areas for improvement Actions Mandatory Closure - You have been speaking to (name) today Consider dropping this element Mandatory Closure - Is there anything else I can help you with? Promote this through appraisals Ann Bedford
CC_Performance_quality_monitoring_October_2017_for_IG.DOCX