Spreadsheet: 21861d1209997765-excel-formula-qa-sheet
Sheet: Sheet1

QUALITY MONITORING SHEET |  |  |  |  |  | INDEX
OMC NAME |  | DIXONS
NAME
DATE
FEEDBACK GIVEN |  | NA | CALL ID'S
S.No | Quality Parameter |  | Value Possible | Call1 | Call2 | Call3 | Call4 | Call5 | Call6 | Call7 | Call8 | Call9 | Call10 | Call11 | Call12 | Call13 | Call14 | Call15 | Call16 | Call17 | Call18 | Call19 | Call20 | Total Performance | Actual Score | [NAME]
Voice and Accent (40)
1 | Pronunciation (Vowels, Consonants and Syllable Stress) |  | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 0 | 120 | #N/A
2 | Intonation |  | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 0 | 120 | #N/A
3 | Rate of Speech (Speed) |  | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 0 | 100 | #N/A
4 | Clarity |  | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 0 | 100 | #N/A
5 | Fluency/ Fillers |  | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 0 | 80 | #N/A
6 | Grammar/ Sentence Construction |  | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 8 | 0 | 160 | #N/A
7 | Ability to be Understood |  | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 6 | 0 | 120 | #N/A
Voice and Accent Total |  |  | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 40 | 0 | 800
Voice & Accent % score |  |  |  | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1
[NAME] (60) |  |  | Value Possible | Call1 | Call2 | Call3 | Call4 | Call5 | Call6 | Call7 | Call8 | Call9 | Call10 | Call11 | Call12 | Call13 | Call14 | Call15 | Call16 | Call17 | Call18 | Call19 | Call20 | Total Performance | Actual Score | [NAME]
1 | Usage of Script while Opening the call (including requesting caller Branch number/User id) |  | 6 | 6 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 6 | 6 | 1
2 | Politeness/Courteousness |  | 7 | 7 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 7 | 7 | 1
3 | Active/ Effective Listener |  | 5 | 5 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 5 | 5 | 1
4 | Paraphrasing and Identifying Impact/Usage of phonetics |  | 6 | 6 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 6 | 6 | 1
5 | Energy |  | 6 | 6 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 6 | 6 | 1
6 | Professionalism |  | 5 | 5 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 5 | 5 | 1
7 | Acknowledgment / Focused |  | 5 | 5 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 5 | 5 | 1
8 | Patience exhibited while handling the customer/ Interrupts the customer |  | 6 | 6 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 6 | 6 | 1
9 | Dead air management |  | 4 | 4 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 4 | 4 | 1
10 | Positive Experience |  | 4 | 4 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 4 | 4 | 1
11 | Phone etiquettes and [NAME] |  | 6 | 6 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 6 | 6 | 1
Customer Handling Skills Total |  |  | 60 | 60 | 0 | 0 | 0 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 0 | 60 | 60
Customer Handling Skills % score |  |  |  | 1 | 0 | 0 | 0 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 0 |  |  | 1
Total Possible Points |  |  | 100
 |  |  |  | 1 | 0 | 0 | 0 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 0
 | Actual Points |  |  | 100 | 40 | 40 | 40 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 40
 | Percentage Score on Audit |  |  | 1 | 0.4 | 0.4 | 0.4 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | 0.4 | 0.13
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