Title Page
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Site conducted
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Conducted on
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Name of Agent
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Marked By...
- Agnes Schooling
- Lisa Badiali
- Marie Kirven
- Louise Elliott
- Danny Wells
- Sikander Azam
- Sam Leyland
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Unpaid Toll Charge Notice Reference
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Agent Level of Risk
The right answer in accordance with TT2 Guidelines & Bylaws / Relevant points have been addressed
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Did the agent adhere to the agent guidelines rules?
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Did the agent apply the appropriate discretion in regard to the customer's circumstances? (An exemption to the agent guideline, auth by TL)
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Did the agent use the correct appeal template response in accordance with TT2 guidelines?
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Did the agent address all relevant points raised in customers appeal?
Internal Procedures
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Did the agent enter the correct amount and date the UTCN needs to be paid by?
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Did the agent follow the correct procedure if it was identified as an incorrect VRN? (Remove data, add to spreadsheet in teams)
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Did the agent deduct from the account/send payment link where applicable?
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Did the agent send a reply in the same format as the customer submitted their appeal? (email or post?)
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Did the agent add a memo to the case? (example: If the case was cancelled, an exception to the agent guidelines, authorised by Team Lead?)
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Did the agent deal with relevant outstanding cases in VRN History?
Soft Skills / Behaviour
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Did the agent use a polite/appropriate tone to the mood of the appeal? (professional, empathetic)
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Did the appeal response contain the correct spelling, grammar and spacing, formatting? (no major spelling mistakes)
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Did the agent follow the declaration of self-harm, suicide protocol where applicable? (case added to file and TL notified)
Corrective Actions
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People
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Process
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System
Sign Off
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Pass or Fail
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Quality Assurance Lead
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Team Leader
