Was the phone answered after two rings or less?
Did the employee use an appropriate greeting?
Did the employee identify himself or herself by name?
Was the employee's tone of voice pleasant and businesslike?
Was the call handled efficiently without being abrupt?
Did the employee provide accurate information or refer the caller to an appropriate person?
Did the employee reflect the best image for the company?
Did the employee thank the caller?
Did the employee make prudent use of putting the caller on hold if it was necessary to do so?
Did the employee use friendly and tactful words?
The employee did not accuse the customer of anything?
The employee did not fumble when transferring the call if making a transfer was necessary?
There was no distracting background noise on the employee's end during the call?
Observations / Recommendations