Email 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 HChristopher TClara BDavid LDonna AFonise HeatherFrances GIsaac SJo FJonathan GrahamJulius GJustin CKaren MKerrin HLani LLara ImecsMarnie EMeilin C FMi ScheikowskiMichael RMitchell WNaomi LNicola CNicole HNoman MirzaPatricia ScougallPraveena NRachael GRomilley DShane HShanhnaz GSharon LSwapna PTheo KTina KTracey Reilly

Date of email *

Time of email *

Industry scheme *

-- Please Select --Building & ConstructionContract CleaningCommunity Services

Member registration number

Evaluation Details

Greeting *

Did the agent use the standard greeting?

• Yes
• No

Greeting coaching opportunity

Greeting feedback

Privacy *

Did the agent confirm the required points of identification to confirm they are corresponding with the correct person?

• Yes
• No
• Not Applicable

Privacy coaching opportunity

Privacy feedback

Investigation *

Did the agent use appropriate questioning to assist in providing a solution?

• Yes
• No
• Not Applicable

Investigation coaching opportunity

Investigation feedback

First email resolution *

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

• Yes
• No

First email resolution coaching opportunity

First email resolution feedback

Conclusion *

Did the agent use the standard conclusion?

• Yes
• No

Conclusion coaching opportunity

Conclusion feedback

Record Keeping *

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

• Yes
• No

Record Keeping coaching opportunity

Record Keeping feedback

Communication *

Did the agent use correct formatting, spelling and grammar?

• Yes
• No
• Inappropriate

Communication coaching opportunity

Communication feedback

Code of Conduct *

Did the agent compose the email 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