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Calibration Evaluation - Ena Fowler - Correspondence - SouthgateE

Quality Score

100

Grade

Pass

My Organisation

Correspondence

100 Pass

Agent
Ena Fowler
Manager
Willard Strickland
Team
Correspondence
Department
Customer Services
Marked by
Ellis Southgate
Marked date
21st June 2025
Week no.
33
Account ref.
506710
Received date
19th June 2025
Received time
18:42
Replied date
20th June 2025
Replied time
9:26
Misc.
-

- Opened professionally
  The customer was addressed appropriately in the opening based on how they signed off in their correspondence to us (eg. Dear Ms/Mr... / Dear Jayne/Tom...). The opening sentence appropriately acknowledged any grievances that the customer expressed (eg. 'I am sorry that...').
  RA:
  5
- Closed professionally
  The customer was encouraged to contact us again if needed and the correspondence was closed with "Kind regards" followed by the agent's name.
  RA:
  5
- Personal
  The agent used "I" rather than "We" where appropriate, except for when discussing business practices.
  RA:
  5
- Correct Template Used
  RA:
  5
- Promoted web service
  The customer was made aware of how to use our web service should they have a similar query in the future.
  RA:
  5
- Spelling and grammar
  RA:
  10
- Fact find
  The agent asked appropriate questions if they required further information to help with the customer's query.
  RA:
  10
- FCR
  The agent handled all of the customer's queries, preventing unnecessary future contact.
  RA:
  10
- Clear and concise
  RA:
  10
- Accurate information
  RA:
  15
- Account comments
  The agent left full and descriptive comments on the customer's account that will benefit further contact and other agents who might speak to the customer.
  RA:
  15
- 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.
  RA:
  15
- 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.
  RA:
  15
- 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:
  20
- Inappropriate / offensive language
  The agent avoided using language that could severely damage the customer's experience with us, or damage our company reputation.
  RA:
  20
- 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:
  20
- Vulnerability
  The agent dealt with a vulnerable or distressed customer in a professional and compassionate manner.
  RA:
  20

My Organisation

Correspondence

100 Pass

Agent
Ena Fowler
Manager
Willard Strickland
Team
Correspondence
Department
Customer Services
Marked by
Ellis Southgate
Marked date
21st June 2025
Week no.
33
Account ref.
506710
Received date
19th June 2025
Received time
18:42
Replied date
20th June 2025
Replied time
9:26
Misc.

- Opened professionally
  The customer was addressed appropriately in the opening based on how they signed off in their correspondence to us (eg. Dear Ms/Mr... / Dear Jayne/Tom...). The opening sentence appropriately acknowledged any grievances that the customer expressed (eg. 'I am sorry that...').
  RA:
  5
- Closed professionally
  The customer was encouraged to contact us again if needed and the correspondence was closed with "Kind regards" followed by the agent's name.
  RA:
  5
- Personal
  The agent used "I" rather than "We" where appropriate, except for when discussing business practices.
  RA:
  5
- Correct Template Used
  RA:
  5
- Promoted web service
  The customer was made aware of how to use our web service should they have a similar query in the future.
  RA:
  5
- Spelling and grammar
  RA:
  10
- Fact find
  The agent asked appropriate questions if they required further information to help with the customer's query.
  RA:
  10
- FCR
  The agent handled all of the customer's queries, preventing unnecessary future contact.
  RA:
  10
- Clear and concise
  RA:
  10
- Accurate information
  RA:
  15
- Account comments
  The agent left full and descriptive comments on the customer's account that will benefit further contact and other agents who might speak to the customer.
  RA:
  15
- 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.
  RA:
  15
- 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.
  RA:
  15
- 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:
  20
- Inappropriate / offensive language
  The agent avoided using language that could severely damage the customer's experience with us, or damage our company reputation.
  RA:
  20
- 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:
  20
- Vulnerability
  The agent dealt with a vulnerable or distressed customer in a professional and compassionate manner.
  RA:
  20