Title Page
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Customer Name
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Date and Time of Call
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Name of Call Representative
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Evaluator
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Evaluation Date and Time
Call Opening
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Was the call opened as per script ?
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Did Agent mention where they are calling from ?
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Did Agent ask to speak to relevant party / Did agent get the right name of relevant Party?
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Did Agent mention calls are recorded ?
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Did Agent handle upfront objections ?
Language
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Did Agent follow the language change process ?
Presentation
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Did agent ask the discovery questions ?
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Did agent mention main benefits as per script?
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Did Agent answer customers questions directly ?
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Did agent Handle later objections ?
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Did agent recognize buying signals?
Closing
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Did agent close as per training from Tablet to Annual ? (Alternative Close)
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Did agent use the R99 option as the very last option after closing from Tablet to Annual?
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Did agent handle objections at Close?
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Were the prices mentioned correctly ?
Banking / Bank Mandate / Information Capture
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Did Agent first close on the card payment?
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Did Agent Capture the correct email address
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Did Agent ask for the Salary Date ? / if not employed did they ask for a day they will have funds ?
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Was the Mandate read verbatim?
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Was the debit date for December captured correctly?
Completion
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Observations / Recommendations