Live Call Audit

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Meet and Greet

• Was the Customer Service Specialist ready for the call?

  Yes

  No

  N/A

• Did the Customer Service Specialist open with Good Morning/ Good Afternoon?<br>

  Yes

  No

  N/A

• Did the Customer Service Specialist provide their name?

  Yes

  No

  N/A

• Did the Customer Service Specialist complete Data Protection?

  Yes

  No

  N/A

• Did the Customer Service Specialist ask how they could help to move the conversation on?

  Yes

  No

  N/A

Fact Find

• Did the Customer Service Specialist let the Customer talk?

  Yes

  No

  N/A

• Did the Customer Service Specialist use good verbal nods? (Not repeating the same)

  Yes

  No

  N/A

• Did the Customer Service Specialist use open questions to establish details of the Customers contact?

  Yes

  No

  N/A

• Did the Customer Service Specialist control the conversation?

  Yes

  No

  N/A

• Was the Customer Service Specialist confident when talking?

  Yes

  No

  N/A

• Did the Customer Service Specialist move the conversation forward?

  Yes

  No

  N/A

• Was the issue identified with clarity?

  Yes

  No

  N/A

Presenting a Solution

• Did the Customer Service Specialist put the Customer on hold?

  Yes

  No

  N/A

• Did the Customer Service Specialist present the Customer with a solution?

  Yes

  No

  N/A

• Did the Customer Service Specialist deliver the solution to the Customer with clarity?

  Yes

  No

  N/A

• Was the Customer happy with the solution?

  Yes

  No

  N/A

• Was the solution correct for the Customer and the business?

  Yes

  No

  N/A

• Did the Customer Service Specialist recap the solution?

  Yes

  No

  N/A

Closing the Call

• Did the Customer Service Specialist explain what the future looked like?

  Yes

  No

  N/A

• Did the Customer Service Specialist inform the Customer that they would not need to contact us?

  Yes

  No

  N/A

• Did the Customer Service Specialist re-confirm the Customers address and contact details?

  Yes

  No

  N/A

• Did the Customer Service Specialist ask if the Customer was 'happy'?

  Yes

  No

  N/A

• Did the Customer Service Specialist ask if there was anything else we could help with?

  Yes

  No

  N/A

• Did the Customer Service Specialist end the call with a standardised response?

  Yes

  No

  N/A

• Take Care, Thanks for your time, have a nice evening

Paperwork

• Did the Customer Service Specialist update the account as they went along?

  Yes

  No

  N/A

• Did the Customer Service Specialist provide detailed notes?

  Yes

  No

  N/A

• Did the Customer Service Specialist complete steps to ensure the solution provide to the Customer is met?

  Yes

  No

  N/A

Extra's

• Did the Customer Service Specialist have a good tone?

  Yes

  No

  N/A

• Was the Customer Service Specialist professional throughout?

  Yes

  No

  N/A

• Did the Customer Service Specialist build the appropriate rapport?

  Yes

  No

  N/A

• Did the Customer Service Specialist structure the call correctly?

  Yes

  No

  N/A

Overall Thoughts

• Overall Thoughts (what went well/ development areas identified)

Completion of Audit

• Signature from Manager and Staff to confirm Audit Complete

  Sign