EV Agents Portal

Inbound Questions

Title 1

Inbound Questions

Score

Out Of

1. Standard Opening

	Questions	Score	Out Of
1a	Question 1	3	5
1b	Question 2	4	5
Edit

5

2. The agent accurately assessed the customers information provided

	Questions	Score	Out Of
2a	Question 1	3	5
2b	Question 2	4	5
Edit

10

3. The agent asked patient questions to accurately diagnose the problem

	Questions	Score	Out Of
1a	Question 1	3	5
1b	Question 2	4	5
Edit

10

4. Agent used appropriate resources to address the customer’s issue

	Questions	Score	Out Of
4a	Question 1	3	5
4b	Question 2	4	5
Edit

10

5. The agent took ownership of the problem

	Questions	Score	Out Of
5a	Question 1	3	5
5b	Question 2	4	5
Edit

10

6. The agent sufficiently addressed the customer’s need with the most appropriate solution

	Questions	Score	Out Of
6a	Question 1	3	5
6b	Question 2	4	5
Edit

10

7. The agent informed the customer of the estimated timeline to resolve their issue

	Questions	Score	Out Of
7a	Question 1	3	5
7b	Question 2	4	5
Edit

2

8. The agent called customer’ s name throughout the call

	Questions	Score	Out Of
8a	Question 1	3	5
8b	Question 2	4	5
Edit

3

9. The agent upsold and cross sold

	Questions	Score	Out Of
9a	Question 1	3	5
9b	Question 2	4	5
Edit

5

10. Objection Handling

	Questions	Score	Out Of
10a	Question 1	3	5
10b	Question 2	4	5
Edit

10

11. The agent practiced active listening

	Questions	Score	Out Of
11a	Question 1	3	5
11b	Question 2	4	5
Edit

5

12. The agent was courteous and used soft skills

	Questions	Score	Out Of
12a	Question 1	3	5
12b	Question 2	4	5
Edit

5

13. Customer education on the products and services

	Questions	Score	Out Of
13a	Question 1	3	5
13b	Question 2	4	5
Edit

5

14. Capturing customer interactions

	Questions	Score	Out Of
14a	Question 1	3	5
14b	Question 2	4	5
Edit

5

15. Proper dispositions on 3cx

	Questions	Score	Out Of
14a	Question 1	3	5
14b	Question 2	4	5
Edit

5

16. The agent gave further assistance

	Questions	Score	Out Of
16a	Question 1	3	5
16b	Question 2	4	5
Edit

3

17. The agent gave the WhatsApp number and the customer care numbers

	Questions	Score	Out Of
17a	Question 1	3	5
17b	Question 2	4	5
Edit

2

18. Standard Closure

	Questions	Score	Out Of
18a	Question 1	3	5
18b	Question 2	4	5
Edit

5

Total Score

100

Feedback From QC

Title 2
Title 3

Script ID	Script Name	No of Questions	Out of	Action

	Questions	Score	Out Of
1a	Question 1	3	5
1b	Question 2	4	5