Call Monitoring Form

Required fields are marked with an asterisk (*).

Officer and Call Details

Assessor Name *

-- Please Select --Michael RussellTheo Kazan

Agent Name *

-- Please Select --Alethea GAlexander LAndrea CBobbie FCarmen DChristopher HClara BDavid LDonna AFonise HeatherFrances GIsaac SJo FJonathan GrahamJulius GreigJustin CKaren MKerrin HLani LLara ImecsMarnie RMeilin C FMi ScheikowskiMichael RMitchell WNaomi LNicola CNicole HNoman MirzaPatricia ScougallPraveena NRachael GreigRomilley DShane HShanhnaz GSharon LSwapna PTheo KTina KTracey Reilly

Planning Period *

-- Please Select --2023-PP012023-PP022023-PP032023-PP042023-PP052023-PP062023-PP072023-PP082023-PP092023-PP102023-PP112023-PP122023-PP13

Date of call

Time of call

Industry Scheme *

-- Please Select --Building & ConstructionContract CleaningCommunity Services

Member Registration Number

Call ID

Evaluation Details

Greeting *

Did the agent use the appropriate examples for the required 3 point greeting?

• Yes
• No

Greeting Coaching Opportunity

Greeting Feedback

Privacy *

Did the agent confirm the required points of identification to confirm they are speaking to the correct person before providing any specific information about the caller membership?

• Yes
• No
• Not Applicable

Privacy Coaching Opportunity

Privacy Feedback

Data Integrity *

Did the agent confirm and update where necessary all other contact information?

• Yes
• No
• Not Applicable

Data Integrity Coaching Opportunity

Data Integrity Feedback

Investigation *

Did the agent use investigate thoroughly using appropriate questioning, knowledge base and previous correspondence history (Connext, HPE CM)?

• Yes
• No

Investigation Coaching Opportunity

Investigation Feedback

First Call Resolution *

Did the agent present appropriate and complete solution or options applicable to the caller’s needs?

• Yes
• No

First Call Resolution Coaching Opportunities

First Call Resolution Feedback

Conclusion *

Did the agent verify understanding of offered solution and offer additional assistance?

• Yes
• No
• Not Applicable

Conclusion Coaching Opportunity

Conclusion Feedback

Record Keeping *

Did the agent make an accurate record of the interaction as required?

• Yes
• No
• Not Applicable

Record Keeping Coaching Opportunity

Record Keeping Feedback

Communication *

Did the agent show willingness to assist by using appropriate vocal tone, positive language, verbal cues (where necessary) and paraphrasing?

• Yes
• No
• Inappropriate

Communication Coaching Opportunity

Communication Feedback

Call Control *

Did the agent manage the call in the most efficient manner by using call control and call hold protocols where appropriate?

• Yes
• No

Call Control Coaching Opportunity

Call Control Feedback

Code of Conduct *

Did the agent conduct the call in line with the QLD Government’s Code of conduct (impartiality and objectivity, respect fairness and consultative communication?

• Yes
• No

Code of Conduct Coaching Opportunity

Code of Conduct Feedback

Summary