Title Page
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Homeowner Name
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Date and Time of Call
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Name of Call Representative
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Name of QA Specialist
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Evaluation Date and Time
Greeting
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Did the agent greet the customer according to the protocol?
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Did the agent use a positive statement?
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Did the agent confirm the address, email and phone number?
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Did the agent use the homeowners name during the call?
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Did the agent say "All calls are recorded" (OUTBOUND)
Understanding the Homeowners Project
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Did the agent demonstrate active listening?
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Did the agent build rapport with the homeowner?
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Did the agent use probing/ Open ended questions to understand the Homeowner's need?
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Did the agent display good call control?
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Did the agent avoid slang/Jargon
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Did the agent use appropriate hold/Transfer procedures?
Key Ingredients
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Did the agent ask and/or rebuttal for AHO?
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Did the agent ask about full frame?
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Did the agent go over installation?
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Did the agent ask about construction or if the home was on the market? (CONFIRMS)
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Did the agent ask if they are the primary owner?
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Did the agent confirm that 60-90 minutes works for the homeowner?
Customer Service
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Did the agent answer the homeowners questions?
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Did the agent offer the next available appointment?
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Did the agent complete the call within the optimum call time while ensuring a positive experience for customer?
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Did the agent ask about the house structure? (Single Family, Condo, Etc.)
Confirmed Understanding
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Did the agent Recap the appointment date/time?
End call
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Did the agent close the call in an appropriate manner?
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Did the agent offer further assistance at the end of the call?
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Did the agent provide the branded closing statement?
Enabled Plus
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Was the data and notes entered correctly?
Completion
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Observations / Recommendations
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Full Name and Signature of QA Specialist
