Call Quality Monitoring

Agent(Required)
MM slash DD slash YYYY
Business Unit(Required)

Greeting

Did the agent say thank you for calling or apply a local greeting?(Required)
Did the agent mention the company name?(Required)
Did the agent mention his/her last name?(Required)
Did the agent offer assistance to the caller?(Required)
If the call was transferred, did the agent adapt the greeting accordingly?(Required)

Handling Contact

Did the agent ask for and confirm the caller's name?(Required)
Did the agent ask for and confirm the caller's company name?(Required)
Did the agent ask for and confirm the caller's telephone number?(Required)
Did the agent ask for and confirm the customer's account number?(Required)
Did the agent display knowledge of previous calls?(Required)

Solution Information

Full details of the call were obtained and understood(Required)
The agent offered an appropriate timescale for a solution(Required)

Notifications

The customer was notified of all relevant documentation(Required)
The customer was notified of all relevant documentation(Required)

Telephony Skills

Correct procedures were followed for placing a customer on hold(Required)
Agent did not interrupt or talk over the customer(Required)

Soft Skils

Agent used effective questioning skills(Required)
Agent demonstrated active listening(Required)

End Call

Agent dealt with all the issues raised(Required)
Agent went the extra mile for best customer experience(Required)