Inbound Tribute Store Call Monitoring Form

• Conducted on

  Date

• Prepared by

Opening and Greeting

• Did the representative use the proper greeting? "Thank you for calling Tribute Store, my name is_____. Who do I have the pleasure of speaking with today?"

  Yes

  No

  N/A

• Did the representative acknowledge the customer's concerns? Example: "Sure, I can help with that!/I'll be glad to assist you on placing the order!"

  Yes

  No

  N/A

• Did the representative ask who they were speaking to? (Customer did not answer the question from the opening spiel)

  Yes

  No

  N/A

• Did the representative rephrase the concern back to the customer?

  Yes

  No

  N/A

Rapport

• Did the representative used positive tone and words that assures the customer they are here to help?

  Good

  Fair

  Poor

  N/A

• Did the representative used excessive fillers?

  Good

  Fair

  Poor

  N/A

• Courtesy: Did the representative properly addressed the customer?

  Good

  Fair

  Poor

  N/A

• Did the representative ask for permission, before placing the customer on hold?

  Yes

  No

  N/A

• Did the representative thank the customer for holding?

  Yes

  No

  N/A

• Did the representative check in with the customer after being on mute for 15 seconds?

  Yes

  No

  N/A

Knowledge

• Did the representative address the customer's concern?

  Yes

  No

  N/A

• Did the representative offer alternative solutions to their concern?

  Yes

  No

  N/A

• Did the representative utilize their tools before seeking assistance from a lead?

  Good

  Fair

  Poor

  N/A

• Did the representative provide accurate information to the solution?

  Yes

  No

  N/A

Salesforce

• Did the representative create a case?

  Yes

  No

  N/A

• Did the representative post in the appropriate slack channel?

  Yes

  No

  N/A

• Did the representative use the proper tagging for the case? Closed, Resolved, Pending)

  Yes

  No

  N/A

Closing

• Did the representative provide a recap on how they assisted the customer?

  Yes

  No

  N/A

• Did the representative ask additional assistance before closing the call? "Is there anything else I can help you with for today?"

  Yes

  No

  N/A

• Did the representative inform the customer that they will be receiving a short survey after their call?

  Yes

  No

  N/A

• Did the representative end their call by say? "Thank you again for calling Tribute Store?"

  Yes

  No

  N/A

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