Customer Service

SectionShort NameLong QuestionYESNONA
OpeningGreetingDid the Agent properly introduced himself, and his department?
OpeningBrandingDid the Agent properly brand the company?
Customer VerificationAccount VerificationDid the agent verify the account information?
Customer VerificationPhone number and/or emailDid the agent ask for the phone number/ and or email?
Customer VerificationSSNDid the agent verify the last 4 of SSN?
Customer VerificationCustomer Last NameDid the agent verify the last name of the customer?
Reason for CallIssue IdentificationDid the agent ask for the customer's concern?
Reason for CallProbingDid the agent asked the right questions to get the root cause of the issue?
ResolutionEmpathyDid the agent provide empathy?
ResolutionAgent took ownership of the problemDid the agent took ownership of the problem?
ResolutionUsed resourcesDid the agent used his resources to solve the problem?
ResolutionProvided SolutionDid the agent provide issue resolution?
ResolutionProvided support resources onlineDid the agent suggest aticles or resources available online?
ResolutionProvided reference numberDid the agent provide the reference number of the call?
ResolutionConfirmation from CustomerDid the agent confirmed that the issue was resolved?
ComplianceUpdate of customer informationDid the agent ask for updated customer info?
ComplianceAgent updated notesDid the agent update the notes based on the call?
ComplianceProper authorizationDid the agent ask for authorization from the supervisor?
UpsellingOffered bundlingDid the agent offer any product upgrade?
ClosingSummarize the CallDid the agent completely summarized the call
ClosingThank youDid the agent properly thanked the customer?
ClosingEnd the callDid the agent properly end the call?