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Calibration Evaluation - Deirdre Ratcliffe - Retentions - YoungF

Quality Score

Grade

Pass

Introduction

100

Fact Find

Resolution

Customer Experience

System Use

100

Compliance

100

My Organisation

Retentions

80 Pass

Agent
Deirdre Ratcliffe
Manager
Osborne Wesley
Team
Retentions
Department
Account Management
Marked by
Frances Young
Marked date
8th September 2025
Week no.
31
Account ref.
581418
Date of call
7th September 2025
Time of call
17:27
Sales issue
No
Length of time with us
23 months
Retained
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
66
- 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
- Establishing motivation
  The agent established the customer's motivation for wanting to leave in order to better promote the benefits that are applicable to the customer.
  Weight:
  2
- External offers
  The agent discovered any offers that the customer has received elsewhere.
  Weight:
  2
Resolution
75
- Overcoming Objections
  The agent used appropriate objection handling techniques to retain the customer.
  Weight:
  2
- Appropriate solution offered
  The agent targeted their solution based on the customer's needs and external offers, and ensured that it was appropriate for both them and us.
  Weight:
  2
- Features & benefits
  The agent suitably promoted the features and benefits of our brand and product.
  Weight:
  2
- Informed choice
  The agent ensured that the customer had all the relevant information they needed to make an informed choice.
  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
Customer Experience
62
- 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:
  1
- 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:
  1
- Professional
  The agent displayed professionalism at all times during the call.
  Weight:
  1
- Tone & pace
  The conversation flowed well and the agent's tone was appropriate.
  Weight:
  1
- Ownership
  The agent took ownership of the call in order to save the customer time and convenience, and benefit the company's service levels. They attempted to resolve the customer's issue, ensuring no repeat contact unless necessary.
  Weight:
  2
- Knowledgeable
  The agent gave accurate information and sounded knowledgeable of the brand and product, promoting customer confidence in our brand.
  Weight:
  2
System Use
100
- 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
- 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
- Updating customer details
  The agent ensured that the customer's information on the account was correct in order to maintain accurate and up to date records.
  Weight:
  2
Compliance
100
- GDPR
  The agent adhered to data protection requirements at all times in order to prevent risk to the business and to protect the customer's data.
  Weight:
  1
  RA:
  10
  CSM:
  60
- Scripts
  The agent read scripts clearly and in full, ensuring customer understanding and acceptance.
  Weight:
  1
  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.
  Weight:
  1
  RA:
  10
  CSM:
  60
- Complaints process
  The agent followed the company's escalation process in order to ensure we are meeting the expectations of our customers and regulators.
  Weight:
  1
  RA:
  10
  CSM:
  60
- Vulnerable customers
  The agent dealt with a vulnerable or distressed customer in a professional and compassionate manner, in order to protect the customer, and the company's reputation.
  Weight:
  1
  RA:
  10
  CSM:
  60

My Organisation

Retentions

80 Pass

Agent
Deirdre Ratcliffe
Manager
Osborne Wesley
Team
Retentions
Department
Account Management
Marked by
Frances Young
Marked date
8th September 2025
Week no.
31
Account ref.
581418
Date of call
7th September 2025
Time of call
17:27
Sales issue
No
Length of time with us
23 months
Retained
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
66
- 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
- Establishing motivation
  The agent established the customer's motivation for wanting to leave in order to better promote the benefits that are applicable to the customer.
  Weight:
  2
- External offers
  The agent discovered any offers that the customer has received elsewhere.
  Weight:
  2
Resolution
75
- Overcoming Objections
  The agent used appropriate objection handling techniques to retain the customer.
  Weight:
  2
- Appropriate solution offered
  The agent targeted their solution based on the customer's needs and external offers, and ensured that it was appropriate for both them and us.
  Weight:
  2
- Features & benefits
  The agent suitably promoted the features and benefits of our brand and product.
  Weight:
  2
- Informed choice
  The agent ensured that the customer had all the relevant information they needed to make an informed choice.
  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
Customer Experience
62
- 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:
  1
- 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:
  1
- Professional
  The agent displayed professionalism at all times during the call.
  Weight:
  1
- Tone & pace
  The conversation flowed well and the agent's tone was appropriate.
  Weight:
  1
- Ownership
  The agent took ownership of the call in order to save the customer time and convenience, and benefit the company's service levels. They attempted to resolve the customer's issue, ensuring no repeat contact unless necessary.
  Weight:
  2
- Knowledgeable
  The agent gave accurate information and sounded knowledgeable of the brand and product, promoting customer confidence in our brand.
  Weight:
  2
System Use
100
- 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
- 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
- Updating customer details
  The agent ensured that the customer's information on the account was correct in order to maintain accurate and up to date records.
  Weight:
  2
Compliance
100
- GDPR
  The agent adhered to data protection requirements at all times in order to prevent risk to the business and to protect the customer's data.
  Weight:
  1
  RA:
  10
  CSM:
  60
- Scripts
  The agent read scripts clearly and in full, ensuring customer understanding and acceptance.
  Weight:
  1
  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.
  Weight:
  1
  RA:
  10
  CSM:
  60
- Complaints process
  The agent followed the company's escalation process in order to ensure we are meeting the expectations of our customers and regulators.
  Weight:
  1
  RA:
  10
  CSM:
  60
- Vulnerable customers
  The agent dealt with a vulnerable or distressed customer in a professional and compassionate manner, in order to protect the customer, and the company's reputation.
  Weight:
  1
  RA:
  10
  CSM:
  60