| Outbound Questions | Score | Out Of | ||
|---|---|---|---|---|
1. Standard Opening
|
5 | |||
2. Purpose of the call |
10 | |||
3. Courteous, Polite and professional all times |
10 | |||
4. Taking ownership and willingness to help the customer |
10 | |||
5. Communication: Appropriate grammar, tone and creating rapport with the customer |
10 | |||
6. Probing further to identify the problem and giving the appropriate solution |
10 | |||
7. Ability to convince and getting commitment from the customer |
2 | |||
8. Understanding requirements and needs of the customer using creating selling skills |
3 | |||
9. Ability to upgrade/downgrade or cross sell |
3 | |||
10. Capturing customer interactions |
2 | |||
11. Proper dispositions on 3cx |
5 | |||
12. Confidence on call and product knowledge |
5 | |||
13. Customer education on the products and services |
3 | |||
14. Agents energy levels |
2 | |||
15. Calling the customers name at least 3times in the call |
5 | |||
16. The agent gave further assistance |
5 | |||
17. The agent gave the WhatsApp number and the customer care numbers |
5 | |||
18. Standard Closure |
5 | |||
| Total Score | 100 | |||
| Feedback From QC | ||||