Section Question Long Question YES NO NA
Opening Greeting Did the agent use the greeting script?
Opening Branding Did the agent properly brand the call?
Account Verification Account Number Did the agent verify the account number?
Account Verification SSN Did the agent verify the last 4 of SSN?
Data Gathering Gathering Product Information Did the agent ask the necessary question/s to identify the type of insurance to provide?
Sales Discussed offers Did the agent discuss the policy offers?
Sales Quote Did the agent provide the quotation through email?
Sales Sales pitch Did the agent gave the proper sales pitch?
Sales Collect necessary data Did the agent collect the necessary data for the sale?
Closing Summarize the Call Did the agent completely summarized the call?
Closing Thank you Did the agent properly thanked the customer?
Closing End the call Did the agent properly end the call?