PIP (Performance Improvement Plan) Call Marking Form (Version 1)

Agent Level of Risk

Did the agent apply the TT2 company inbound/ outbound greeting?

Did the agent use a positive responding phrase? (For example: "Certainly, I can help you with that")

Did the agent give their name at the start of the call?

Did the agent ask for/ confirm callers name at the start of the call?

Did the agent extract either: VRN, journey date, UTCN reference number, account number?

Did the agent complete a DPA check if required? (Full name, the first line of address and postcode -applies to all RK & account holders)

Did the agent gain consent to speak to a representative if not speaking to registered keeper/ account holder?

Did the agent advise the customer of the call recording statement? (applicable on all outbound calls and when being passed to any additional contacts on inbound and outbound calls)

Did the agent ask relevant questions to establish requirements?

Did the agent confirm/verify the reason for the call to ensure they have understood the customer's request/enquiry?

Did the agent follow the "TEXAS" (when the customer tells you about their vulnerability) or "BLAKE" protocol? (when the customer mentions taking their own life)

Did the agent give correct information relating to the customer's enquiry request? (e.g. adhere to agent guidelines, how to apply for an exempt account, appeals process for hire vehicle)

Did the agent use the appropriate discretion regarding the customer's circumstance? (An exemption to the agent guideline, auth by TL)

Did the agent follow the correct procedure if it was identified as an incorrect VRN? (Remove data, add to spreadsheet in teams)

Did the agent set the correct expectations and advise next steps?

Did the agent use proper grammar and business language and refrain from using jargon words?

Did the agent promote TT2 products and services where appropriate?

Did the agent close the call with appropriate "warm feeling"? (eg. Thank you for your call)

Did the agent leave a memo where applicable? (Example on all UTCN's)

Did the agent deduct the journey from the customer's account or issue a payment link where applicable?

Did the agent use the polite/ appropriate tone to the situation? (interested, enthusiastic, calm, professional, empathetic, composed during difficult or challenging situations)?

Did the agent incorporate the phonetic alphabet where applicable?

Did the agent use more positive language rather than negative? (Please and thank you when asking for and receiving information, clean language, apologies where appropriate, uses the customers name appropriately)

Did the agent demonstrate they were focused? (structures the call, leads the conversation, does not jump from one subject to another, explains silences, keeps customer informed by using signposts, informs the customer before putting on hold, keeps in touch during long waits, thanks the customer for holding, informs the customer of what they are doing and what they are doing next)

Did the agent take ownership and accountability? (example: Going the extra mile)

Did the agent actively listen and use positive verbal acknowledgements? (does not interrupt or talk over customer).

Did the agent demonstrate the "HEAT" model? (Hear, Emphasize, Apologize, Take Action)

Did the agent take the correct procedure when logging a complaints?

If a customer advises they want to speak to a manager, did the agent attempt to resolve the issue before offering a "managers call back"? (e.g. clearly explained the appeals process)

People

Process

System

Agent Pass or Fail