EV Agents Portal

Outbound Questions

Title 1

Outbound Questions

Score

Out Of

1. Standard Opening

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

5

2. Purpose of the call

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

10

3. Courteous, Polite and professional all times

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

10

4. Taking ownership and willingness to help the customer

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

10

5. Communication: Appropriate grammar, tone and creating rapport with the customer

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

10

6. Probing further to identify the problem and giving the appropriate solution

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

10

7. Ability to convince and getting commitment from the customer

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

2

8. Understanding requirements and needs of the customer using creating selling skills

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

3

9. Ability to upgrade/downgrade or cross sell

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

3

10. Capturing customer interactions

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

2

11. Proper dispositions on 3cx

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

5

12. Confidence on call and product knowledge

	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

3

14. Agents energy levels

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

5

15. Calling the customers name at least 3times in the call

	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

5

17. The agent gave the Whats App number and the customer care numbers

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

5

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