They are listed in order of significance to phone call outcome:
1. Honesty. That is a hard, but vital one. Falsehood and sham friendliness are hazard sign posts.
2. Attention. Is the CSR drawing attention to the caller or mechanically speaking? That is clearly seen when the CSR begins to say empty phrases like “no problem” or “just a moment”. 
3. Interest. Is the CSR displaying interest and realizing the caller’s needs and aiding?
4. Duplication. Is the CSR really listening to what the caller said? For instance, the caller mentioned his name and the CSR asks for it in some time.
5. Assumptions. Is the CSR making suppositions or really hearing the customer? If you have lots of akin calls, it’s very simple to suppose that the situation portrayed by the caller is similar to a previous call. Assumptions deter the CSR from getting interested in and understanding real needs.
6. Responsibility. Is the CSR responsible for the conversation and the situation?
7. Call Control. Did the CSR control the talk or allow it to be purposeless?
8. Friendliness. We are searching for understanding, not sympathy; and honesty not pretense.
9. Professionalism. Did the CSR behavior in accordance with the company’s instructions for professional conduct?
To assure regular call evaluations every assessor should be trained and have a fine consideration of both relations- and communication models and why and how those 9 basic components interrelate and determine call outcome. The scoring is performed for every call and the software adds up the averages for every CSR.
CSR Appraisals
A lot of factors except call treating and call quality should be taken into consideration when assessing a staff member. Here we will consider the role of call evaluation. An individual is not a born conversationalist or natural relations builder; these individual features acquired skills and if you have nice learning materials can be learnt by most people. That implies that the right teaching with the appropriate materials may considerably advance CSR’s proficiency for working with callers.
It is possible to advance call quality and outcome if the program is in place that facilitates the CSR to improve. The carrying out of that program involves a technical component, the mounting of a digital recording system with advanced software. However, principally, it should be a part of the training program that encourages CSRs to enhance their relation building skills and aid to discover weak points and obstructions to communicating better and more easily with callers.
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