A B C D F Marginal Unsatisfactory Exceptional Exceeds Meets Performance Performance Performance Expectations Expectations The Specialist: The Specialist: The Specialist: The Specialist: The Specialist: Displayed little (One or more Displayed Displayed good Displayed to no should be present) exceptional tone appropriate tone appropriate tone Was empathetic Provided some Displayed tone Provided lots of Was very empathy inappropriate Did not provide empathetic professional Was engaged tone empathy statements Helpful with the caller Did not Disengaged Very helpful Went beyond Was professional provide with the caller and what the caller Was somewhat empathy professional was calling for helpful but Very little Wasn’t Went beyond (2nd question) didn’t go beyond professionalism engaged with what caller was If applicable, what the caller demonstrated the caller looking for scheduled a was looking for Was not very (2nd question) follow-up with Completed a Not helpful Scheduled a the caller minimal professional Did not follow-up with Completed a assessment Self-disclosed complete a the caller (if good assessment Provided most Used bad thorough applicable) of the relevant language assessment Offered to situation/need information for Offered Provided advocate on Provided all referrals personal minimal info. on behalf of the relevant info. for opinions how to use the caller (if referrals programs (i.e. applicable) name and Completed a number only detailed and thorough assessment The Specialist The Specialist was The Specialist met The Specialist was The call was intentionally clear and requirements but not consistent but mismanaged offered excellent consistent, went did not exceed met some and did not service in all above what was them. minimal meet any of the call. required. requirements. requirements.
A Exceptional Performance B Exceeds Expectations C Meets Expectations D Marginal Performance F Unsatisfactory Performance The Specialist: Displayed exceptional tone Provided lots of empathetic statements Very helpful and professional Went beyond what caller was looking for (2nd question) Scheduled a follow-up with the caller (if applicable) Offered to advocate on behalf of the caller (if applicable) Completed a detailed and thorough assessment The Specialist: Displayed good tone Was empathetic Was very professional Helpful Went beyond what the caller was calling for (2nd question) If applicable, scheduled a follow-up with the caller Completed a good assessment of the situation/need Provided all relevant info. for referrals The Specialist: Displayed appropriate tone Provided some empathy Was engaged with the caller Was professional Was somewhat helpful but didn’t go beyond what the caller was looking for Completed a minimal assessment Provided most relevant information for referrals The Specialist: Displayed little to no appropriate tone Did not provide empathy Disengaged with the caller Very little professionalism demonstrated Was not very helpful Did not complete a thorough assessment Provided minimal info. on how to use the programs (i.e. name and number only The Specialist: (One or more should be present) Displayed inappropriate tone Did not provide empathy Wasn’t engaged with the caller Not professional Self-disclosed Used bad language Offered personal opinions The Specialist intentionally offered excellent service in all of the call. The Specialist was clear and consistent, went above what was required. The Specialist met requirements but did not exceed them. The Specialist was not consistent but met some minimal requirements. The call was mismanaged and did not meet any requirements.
AIRS_Conference2017_Service%20Delivery%20Track_%20Art%20of%20Feedback,%20Coaching%20to%20Improve%20Call%20Quality_Grading%20for%20Call%20Monitoring.docx