iRainbow September 2023

• Customer Name

• Date and Time of Call

  Date

• Name of Call Representative

• Evaluator

• Evaluation Date and Time

  Date

Call Opening

• Was the call opened as per script ?

  Yes

  No

  N/A

• Did Agent mention where they are calling from ?

  Yes

  No

  N/A

• Did Agent ask to speak to relevant party / Did agent get the right name of relevant Party?

  Yes

  No

  N/A

• Did Agent mention calls are recorded ?

  Yes

  No

  N/A

• Did Agent handle upfront objections ?

  Yes

  No

  N/A

Language

• Did Agent follow the language change process ?

  Yes

  No

  N/A

Presentation

• Did agent ask the discovery questions ?

  Good

  Fair

  Poor

  N/A

• Did agent mention main benefits as per script?

  Good

  Fair

  Poor

  N/A

• Did Agent answer customers questions directly ?

  Good

  Fair

  Poor

  N/A

• Did agent Handle later objections ?

  Good

  Fair

  Poor

  N/A

• Did agent recognize buying signals?

  Good

  Fair

  Poor

  N/A

Closing

• Did agent close as per training from Tablet to Annual ? (Alternative Close)

  Yes

  No

  N/A

• Did agent use the R99 option as the very last option after closing from Tablet to Annual?

  Good

  Fair

  Poor

  N/A

• Did agent handle objections at Close?

  Good

  Fair

  Poor

  N/A

• Were the prices mentioned correctly ?

  Yes

  No

  N/A

Banking / Bank Mandate / Information Capture

• Did Agent first close on the card payment?

  Yes

  No

  N/A

• Did Agent Capture the correct email address

  Yes

  No

  N/A

• Did Agent ask for the Salary Date ? / if not employed did they ask for a day they will have funds ?

  Yes

  No

  N/A

• Was the Mandate read verbatim?

  Yes

  No

  N/A

• Was the debit date for December captured correctly?

  Yes

  No

  N/A

Completion

• Observations / Recommendations