Title Page

  • Customer Name

  • Date and Time of Call

  • Name of Call Representative

  • Evaluator

  • Evaluation Date and Time

Call Opening

  • Was the call opened as per script ?

  • Did Agent mention where they are calling from ?

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

  • Did Agent mention calls are recorded ?

  • Did Agent handle upfront objections ?

Language

  • Did Agent follow the language change process ?

Presentation

  • Did agent ask the discovery questions ?

  • Did agent mention main benefits as per script?

  • Did Agent answer customers questions directly ?

  • Did agent Handle later objections ?

  • Did agent recognize buying signals?

Closing

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

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

  • Did agent handle objections at Close?

  • Were the prices mentioned correctly ?

Banking / Bank Mandate / Information Capture

  • Did Agent first close on the card payment?

  • Did Agent Capture the correct email address

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

  • Was the Mandate read verbatim?

  • Was the debit date for December captured correctly?

Completion

  • Observations / Recommendations

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.