| 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 |
