Title Page
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Homeowner Name
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Date and Time of Call
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Name of Call Representative
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Name of QA Specialist
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Evaluation Date and Time
Greeting/Introduction
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Did the agent greet the customer and introduce themselves?
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Did the agent confirm the address, email and phone number?
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Did the agent say "All calls are recorded" (OUTBOUND)
Understanding the Homeowners Project
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Did the agent demonstrate active listening?
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Did the agent discuss the project with the homeowner?
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Did the agent display good call control?
Key Ingredients
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Did the agent follow AHO/OP Process?
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Did the agent ask if this is their primary residence?
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Did the agent ask about full frame?
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Did the agent go over installation?
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Did the agent ask about the house structure? (Single Family, Condo, Etc.)
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Did the agent ask if they intend on selling?
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Did the agent ask about construction or if the home was on the market?
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Did the agent confirm that 60-90 minutes works for the homeowner?
Did Call Include
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Did the agent offer the next available appointment?
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Did the agent Recap the appointment date/time?
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Did the agent ask if they were referred by a family/friend?
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Did the agent offer further assistance at the end of the call?
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Did the agent use proper closing?
Enabled Plus
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Was the data and notes entered correctly?
Completion
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Training Opportunities
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Red Flags On This Call?
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Full Name and Signature of QA Specialist
