Title Page

  • Homeowner Name

  • Date and Time of Call

  • Name of Call Representative

  • Name of QA Specialist

  • Evaluation Date and Time


  • Did the agent greet the customer according to the protocol?

  • Did the agent use a positive statement?

  • Did the agent confirm the address, email and phone number?

  • Did the agent use the homeowners name during the call?

  • Did the agent say "All calls are recorded" (OUTBOUND)

Understanding the Homeowners Project

  • Did the agent demonstrate active listening?

  • Did the agent build rapport with the homeowner?

  • Did the agent use probing/ Open ended questions to understand the Homeowner's need?

  • Did the agent display good call control?

  • Did the agent avoid slang/Jargon

  • Did the agent use appropriate hold/Transfer procedures?

Key Ingredients

  • Did the agent ask and/or rebuttal for AHO?

  • Did the agent ask about full frame?

  • Did the agent go over installation?

  • Did the agent ask about construction or if the home was on the market? (CONFIRMS)

  • Did the agent ask if they are the primary owner?

  • Did the agent confirm that 60-90 minutes works for the homeowner?

Customer Service

  • Did the agent answer the homeowners questions?

  • Did the agent offer the next available appointment?

  • Did the agent complete the call within the optimum call time while ensuring a positive experience for customer?

  • Did the agent ask about the house structure? (Single Family, Condo, Etc.)

Confirmed Understanding

  • Did the agent Recap the appointment date/time?

End call

  • Did the agent close the call in an appropriate manner?

  • Did the agent offer further assistance at the end of the call?

  • Did the agent provide the branded closing statement?

Enabled Plus

  • Was the data and notes entered correctly?


  • Observations / Recommendations

  • Full Name and Signature of QA Specialist

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.