Grading Employee Calls

How to grade an employee call

Table of Contents

1. Login to the WebAPP

First, in order to access your employee's calls to grade, you will need to log into the WebAPP. You can do so by navigating to http://app.callpotential.com and logging in with your Administrator credentials. If you have forgotten your login credentials, please reach out to support at 877-552-2557.

2. Evaluation Tab

After logging into the WebAPP, you will want to click the Evaluation tab. This will take you to the Employee Gradesheet, with calls ready for you to be graded. Additionally, calls that were already graded will appear in this list to edit/view. Simply click on the "grade" link next to the call you wish to grade, and you will be brought to the Gradesheet.

3. Employee Gradesheet

Once into the employee gradesheet, you will be able to grade the call. First, you will want to select the employee's name off the "Employee" dropdown menu. After you have selected your employee, you will want to listen to the call and continue on in the gradesheet. The buttons in the top-most lite window are as follows:

1. Play button - This button will allow you to listen to the call
2. Gradesheet - This dropdown menu will allow you to select the gradesheet you wish to use to grade the call
3. Call of Fame - This checkbox will add this call to the "Call of Fame"**
4. View Customer - Clicking this link will pull up the customers/leads card
5. Download - Clicking this button will download the call (MP3 file)
6. Email - Clicking this button will email the call (MP3 file)

**The Call of Fame will be a list of all your BEST handled calls. These should be model calls for other employees to base their skills off of.

4. Employee Gradesheet (continued)

In addition to the button at the top of the page, you will have to go through and score the call in the middle window. In order to cycle through each step, you will have to click the light blue header of each grading category. The buttons/fields here are as follows:

1. Answer Bar - This "click-and-drag" bar will allow you to score each criterion of the call. Simply click and hold the little blue square and drag it to the appropriate position
2. N/A checkbox - Checking this box will negate this criterion and not include it in the total score
3. Notes button - Clicking this button will make a text box pop down, so that you can take notes on each specific criteria as you grade the call
4. Section Header - Clicking this will take you to the next Section in the GradeSheet
5. Notes box - You can add final grade notes here

5. Save

After you have score each section on the gradesheet, you can view the running score of the call in the "Category (Possible Points)" table. This table will give you a section-by-section analysis of how well they did, and then include a total score at the bottom of the table. Once satisfied with grading this call, simply click the "Save" button at the bottom right corner of the screen. You have now graded your first employee call!