Home Warranty

SectionQuestionLong Question
OpeningGreetingDid the agent use the greeting script?
OpeningBrandingDid the agent properly brand the call?
Account VerificationPolicy NumberDid the agent verify the policy number?
Account VerificationSSNDid the agent verify the last 4 of SSN?
Data GatheringClaim TypeDid the agent ask for the type of claim?
Data GatheringPolicy confirmationDid the agent verify the customer's policy?
Data GatheringClaims DiscussionDid the agent thoroughly discussed the policy claims procedure to the customer?
DocumentationClaim Confirmation NumberDid the agent provide the policy claim confirmation to the customer?
DocumentationSet ExpectationDid the agent set the expectations to the customer?
Issue ResolutionConfirm ResolutionDid the agent confirm with the customer that the issue has been resolved?
Issue ResolutionOther IssuesDid the agent ask for any other issues?
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?