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Calibration Evaluation - Susannah Bristow - General Enquiries - AkermanW

Quality Score

Grade

Pass

Introduction

100

Fact Find

Customer Experience

100

System Use

Compliance

100

My Organisation

General Enquiries

77 Pass

Agent
Susannah Bristow
Manager
Jeffery Younge
Team
Enquiries - Outbound
Department
Customer Services
Marked by
Wright Akerman
Marked date
16th June 2025
Week no.
32
Account ref.
173249
Date of call
15th June 2025
Time of call
9:52
Call length
286
Complaint
No
Misc.
-

Introduction
100
- Agent name
  The agent introduced themself by name in order to present a friendly and approachable image.
  Weight:
  1
- Company brand
  The agent gave the company's brand name on opening the call to promote professionalism and customer awareness.
  Weight:
  2
- Rapport
  The agent attempted to build rapport with the customer (eg. asking how they are). The agent asked the customer how they prefer to be addressed and used their name during the conversation.
  Weight:
  1
Fact Find
0
- Questioning
  The agent made good use of questioning techniques, such as open, closed, and funnel questions, to better understand the customer's needs.
  Weight:
  1
- Listening
  The agent demonstrated good listening skills by way of active listening, verbal nods, and repeating information back to the customer, enabling successful communication between them.
  Weight:
  1
- Understanding the customer's needs
  The agent showed that they understood the customer's needs and gave the customer confidence in us being able to resolve their query.
  Weight:
  2
Customer Experience
100
- Use of hold
  The agent followed the correct hold process by asking the customer if they were happy to hold, and thanking them for holding on their return. The agent ensured that the customer was not on hold for longer than 2 minutes before coming back to them.
  Weight:
  2
- Positive
  The agent gave a positive impression to the customer of themself and the company, improving the likelihood of repeat business and positive word of mouth.
  Weight:
  2
- Professional
  The agent displayed professionalism at all times during the call.
  Weight:
  2
- Tone and pace
  The conversation flowed well and the agent's tone was appropriate.
  Weight:
  1
- Knowledgeable
  The agent gave accurate information and was knowledgeable of the brand and product, giving confidence to the customer that their query would be handled appropriately.
  Weight:
  2
- Managing expectations
  The agent provided accurate timescales and information, and didn't make any guarantees that we might not be able to keep.
  Weight:
  2
- Ownership
  The agent took ownership of the customer's query in order to save the customer time and convenience, and to benefit the company's service levels.
  Weight:
  2
- FCR
  The agent attempted to resolve the customer's query without passing them to a different department / agent and ensured repeat contact wouldn't be necessary.
  Weight:
  2
System Use
61
- Account comments
  The agent left full and descriptive comments on the customer's account that will benefit future communication and other agents who might speak to the customer.
  Weight:
  2
  RA:
  5
- Follow up logged correctly
  The agent logged follow up dates and times accurately where required to ensure that the customer won't need to contact us unnecessarily.
  Weight:
  2
  RA:
  5
- Updating customer details
  The agent ensured that the customer's information on their account was correct in order to maintain accurate and up to date records.
  Weight:
  2
  RA:
  5
Compliance
100
- GDPR
  The agent adhered to regulatory requirements at all times in order to prevent risk to the business and to protect the customer's data.
  RA:
  10
  CSM:
  60
- Scripts
  The agent read scripts clearly and in full, ensuring customer understanding and acceptance.
  RA:
  10
  CSM:
  60
- Inappropriate / offensive language
  The agent avoided using language that could severely damage the customer's experience with us, or damage our company reputation.
  RA:
  10
  CSM:
  60
- Complaints process
  The agent followed the company's escalation process in order to ensure that we are meeting the expectations of our customers and regulators.
  RA:
  10
  CSM:
  60
- Vulnerability
  The agent dealt with a vulnerable or distressed customer in a professional and compassionate manner.
  RA:
  10
  CSM:
  60

My Organisation

General Enquiries

77 Pass

Agent
Susannah Bristow
Manager
Jeffery Younge
Team
Enquiries - Outbound
Department
Customer Services
Marked by
Wright Akerman
Marked date
16th June 2025
Week no.
32
Account ref.
173249
Date of call
15th June 2025
Time of call
9:52
Call length
286
Complaint
No
Misc.

Introduction
100
- Agent name
  The agent introduced themself by name in order to present a friendly and approachable image.
  Weight:
  1
- Company brand
  The agent gave the company's brand name on opening the call to promote professionalism and customer awareness.
  Weight:
  2
- Rapport
  The agent attempted to build rapport with the customer (eg. asking how they are). The agent asked the customer how they prefer to be addressed and used their name during the conversation.
  Weight:
  1
Fact Find
0
- Questioning
  The agent made good use of questioning techniques, such as open, closed, and funnel questions, to better understand the customer's needs.
  Weight:
  1
- Listening
  The agent demonstrated good listening skills by way of active listening, verbal nods, and repeating information back to the customer, enabling successful communication between them.
  Weight:
  1
- Understanding the customer's needs
  The agent showed that they understood the customer's needs and gave the customer confidence in us being able to resolve their query.
  Weight:
  2
Customer Experience
100
- Use of hold
  The agent followed the correct hold process by asking the customer if they were happy to hold, and thanking them for holding on their return. The agent ensured that the customer was not on hold for longer than 2 minutes before coming back to them.
  Weight:
  2
- Positive
  The agent gave a positive impression to the customer of themself and the company, improving the likelihood of repeat business and positive word of mouth.
  Weight:
  2
- Professional
  The agent displayed professionalism at all times during the call.
  Weight:
  2
- Tone and pace
  The conversation flowed well and the agent's tone was appropriate.
  Weight:
  1
- Knowledgeable
  The agent gave accurate information and was knowledgeable of the brand and product, giving confidence to the customer that their query would be handled appropriately.
  Weight:
  2
- Managing expectations
  The agent provided accurate timescales and information, and didn't make any guarantees that we might not be able to keep.
  Weight:
  2
- Ownership
  The agent took ownership of the customer's query in order to save the customer time and convenience, and to benefit the company's service levels.
  Weight:
  2
- FCR
  The agent attempted to resolve the customer's query without passing them to a different department / agent and ensured repeat contact wouldn't be necessary.
  Weight:
  2
System Use
61
- Account comments
  The agent left full and descriptive comments on the customer's account that will benefit future communication and other agents who might speak to the customer.
  Weight:
  2
  RA:
  5
- Follow up logged correctly
  The agent logged follow up dates and times accurately where required to ensure that the customer won't need to contact us unnecessarily.
  Weight:
  2
  RA:
  5
- Updating customer details
  The agent ensured that the customer's information on their account was correct in order to maintain accurate and up to date records.
  Weight:
  2
  RA:
  5
Compliance
100
- GDPR
  The agent adhered to regulatory requirements at all times in order to prevent risk to the business and to protect the customer's data.
  RA:
  10
  CSM:
  60
- Scripts
  The agent read scripts clearly and in full, ensuring customer understanding and acceptance.
  RA:
  10
  CSM:
  60
- Inappropriate / offensive language
  The agent avoided using language that could severely damage the customer's experience with us, or damage our company reputation.
  RA:
  10
  CSM:
  60
- Complaints process
  The agent followed the company's escalation process in order to ensure that we are meeting the expectations of our customers and regulators.
  RA:
  10
  CSM:
  60
- Vulnerability
  The agent dealt with a vulnerable or distressed customer in a professional and compassionate manner.
  RA:
  10
  CSM:
  60