Appendix C Sample Performance Audit Form Telephone Audit Date

Document Sample
Appendix C Sample Performance Audit Form Telephone Audit Date Powered By Docstoc
					                                                 Appendix C.
                                   Sample Performance Audit Form

                                               Telephone Audit

Date:
Observer:
CSR Name:


                                               Requirements
                                                     Did Not
                                             Met      Meet
Provided Hotline & CSR name
Verified identity of caller
Verified information before pasting call
sheet
                                               0         1          2       3        4
                                           Not at all   Poor     Average   Good   Excellent
Appropriate, probing questions
Answered questions per protocol
Clear, concise information
Courteous and polite


Notes:
                                   Personnel Audit

Date:
Observer:
CSR Name:


                                    Requirements
                                                         Met   Not Met
Associate Core or Equivalent
Data Entry Experience
Confidential Inquiries


Notes:




                                    Performance Audit
                                     Date:
                                 Observer:
                             Requirements
                  Metric                     Month 1        Month 2        Month 3
                                           Met Not Met    Met Not Met    Met Not Met
80% of calls answered w/in 30 sec
Abandonment rate <= 5%
80% Occupancy rate
Average talk time <= 4.5 min

                                 Notes: