Call Quality Marking Form (Version 3)

Did the agent apply the TT2 company inbound/ outbound greeting?

Did the agent use a positive responding phrase? (For example: "Certainly, I can help you with that")

Did the agent give their name at the start of the call and either ask for or confirm the caller's name at the start of the call? (includes any new contacts if the call is transferred)

Did the agent complete a DPA check if required? (Full name, the first line of address and postcode) - applies to all RK/Account Holders.

Did the agent check the lease company has provided "A Letter of Authorisation" for the customer to discuss directly with TT2? If yes did the agent complete security? (Lease/Hire Co name, 1st line address and postcode, VRM, date & time passage, UTCN reference number - 3 elements are required)

Did the agent complete security for a "Pay for Passage" if the customer requests a transfer of credit/s to a new VRN (Website - email confirmation, Paypoint - receipt, IVR - 6-digit reference)?

Did the agent gain consent to speak to a representative if not speaking to registered keeper/ account holder?

Did the agent advise the customer of the call recording statement? (applicable on all outbound calls and when being passed to any additional contacts on inbound and outbound calls)

Did the agent question effectively? (open, probing, closed, TED (tell, explain, describe)

Did the agent confirm/verify the reason for the call to ensure they have understood the customer's request/enquiry?

Did the agent acknowledge, emphasise and challenge objections raised by the customer?

Did the agent follow the "TEXAS" (when the customer tells you about their vulnerability) or "BLAKE" protocol? (when the customer mentions taking their own life) Gained permission to record and save sensitive information.

Did the agent give the correct information if the call was a general enquiry? (How to apply for an exempt account, How to submit an appeal, all payment options on how to pay toll, pre-paid account set up)

Did the agent adhere to the agent guidelines?

Did the agent follow the company process? (data cleansing, adding information to correct spreadsheet, issuing payment link, deducting toll fee, logging a complaint)

Did the agent use the appropriate discretion regarding the customer's circumstance? (An exemption to the agent guideline, auth by TL)

Did the agent set the correct expectations and advise next steps?

Did the agent promote TT2 products and services where appropriate?

Did the agent close the call with appropriate "warm feeling"? (eg. Thank you for your call)

Did the agent leave a memo?

Did the agent's memo contain all the relevant information discussed on the call? (for example, all contact names, consent auth, TL's auth added, what was advised)

Did the agent use a polite/appropriate tone to the situation? (use of please and thank you, positive verbal nods, clean language, helpful, professional, empathetic, composed during difficult or challenging situations, not interrupting or talking over the customer, using the customer's name appropriately throughout the call)

Did the agent incorporate the phonetic alphabet where applicable?

Did the agent use proper grammar and business language and refrain from using jargon words? (Example: usage of words like upheld, contravention review, UTCN)

Did the agent demonstrate they were focused? (structures the call, leads the conversation, does not jump from one subject to another, explains silences, keeps the customer updated by using signposts to let the customer know what they are doing, informs the customer before putting on hold, keeps in touch during long waits, thanks the customer for holding)

If a customer advises they want to speak to a manager, did the agent attempt to resolve the issue before offering a "managers call back"? (e.g. clearly explained the appeals process)

Did the agent demonstrate the "HEAT" model? (Hear, Emphasise, Apologize, Take Action)

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