|
|
Exercises
On the following screens you'll listen to two pre-recorded calls between a CSR and a caller. Then you'll use the QCM Chart to score the CSR's performance. Look at the criteria and the performance behaviors for Telephone Protocol on the QCM Chart before you listen to the call. These criteria are scored as either Yes or No. A criterion may be scored as N/A if it isn't applicable to the call. To display the QCM Chart, click here to open the QCM Web page and then click the Official QCM Chart link. You may want to print the chart to use throughout the lesson if you haven't already done so. After printing the chart, you can close the chart window by clicking the Close button in the upper right corner of the window. Click Next to go to the first call. |
|||
 |
|
|
