---
title: "How To: Develop a Call Coaching Form for your Loan Officers"
description: Follow this six-step process to ensure consistent measurement for improvement
image: https://blog.heartbeatlabs.io/hubfs/Qortel%20Evaluation%20Questions.png
---

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# How To: Develop a Call Coaching Form for your Loan Officers

<https://blog.heartbeatlabs.io/author/grace-forelle>

[ Grace Forelle ](https://blog.heartbeatlabs.io/author/grace-forelle)  22 October, 2020

![](https://blog.heartbeatlabs.io/hubfs/Qortel%20Evaluation%20Questions.png)

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![Qortel Evaluation Questions](https://blog.heartbeatlabs.io/hs-fs/hubfs/Qortel%20Evaluation%20Questions.png?width=600&name=Qortel%20Evaluation%20Questions.png)

Coaching is the development of a person by another individual called a coach. In order to provide training and guidance in a consistent fashion, we need actual examples to discuss and we need a standardized form to support that discussion. Follow this six-step process to ensure consistent measurement for improvement:

**Develop Drivers**

What are the behaviors that contribute to a great Digital CX?

- Responsiveness
- Attentiveness
- Engagement
- Transparency
- Personalized Experience  

 

**Question Creation Rules**

- Avoid double barrel questions ("and" "or" questions)
- Always phrase in the positive
- Use close ended questions
- Avoid absolutes
- Keep answer choices consistent

 

**Develop Scoring Standards**

Ensure accuracy and consistency in form scoring with scoring guidelines defining the desired behavior for each question.

 **Consider Weighting**

Weight behaviors by assigning more points possible to those deemed more important to the Digital CX.

 

**Set Scoring Goals and Thresholds such as…**

- Red, yellow, green criteria
- Process for action plan submission
- Reward and recognition component  

 In your Communication Campaign use field messaging that is consistent, timely, relevant, and informative. Always detail program benefits and objectives!

 

![Form Devlopment Best Practices](https://blog.heartbeatlabs.io/hs-fs/hubfs/Form%20Devlopment%20Best%20Practices.png?width=2699&name=Form%20Devlopment%20Best%20Practices.png)

 

[![DOWNLOAD PDF HERE](https://no-cache.hubspot.com/cta/default/120990/5c4bb2b5-abf2-45d5-a253-0e63d3cdece7.png)](https://cta-redirect.hubspot.com/cta/redirect/120990/5c4bb2b5-abf2-45d5-a253-0e63d3cdece7)

 

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