Audit
Did the agent greet the customer according to the protocol?
Did the agent use probing questions to understand the customer's need?
Did the agent offer the most appropriate solution to meet the customer's needs?
Did the agent answer customer questions correctly?
Did the agent provide options to the customer (if applicable)?
Did the agent provide other resources (if applicable)?
Did the agent follow the correct procedures for transferring a call (if applicable)?
Did the agent use empathetic listening skills?
Did the agent display a professional manner throughout the call?
Did the agent complete the call within the optimum call time while ensuring a positive experience for customer?
Did the agent offer further assistance at the end of the call?
Did the agent close the call in an appropriate manner?
Observations / Recommendations
