Hi Guys,

Need some urgent help. Can one of you ( those in the Quality team of a call centre would be great ) please send me a Call Monitoring sheet, something to evaluate agents who handle calls.

Im with an airline call centre that caters to inbound calls only. Im looking at areas of evaluation for telephone ettiquete, sales , and product knowledge.
If any one of you have a format in place that i could refer to , it would be great. Please do revert at the earliest.

Thanks a mill.