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Evaluation - Gloria Calvert - Collections

Quality Score

Grade

Fail

Compliance

Primary

Secondary

My Organisation

Collections

Fed Back

51 Fail

Agent
Gloria Calvert
Manager
Tameka Devine
Team
Collections
Department
Account Management
Marked by
Frances Young
Marked date
20th September 2025
Week no.
32
Account ref.
119615
Date of call
19th September 2025
Time of call
11:16
Misc.
-

Compliance
60
- 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.
  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 we are meeting the expectations of our customers and regulators.
  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.
  RA:
  10
  CSM:
  60
Primary
70
- Contact details confirmed
  The agent confirmed that the phone number, email, and address details we hold for the customer are accurate and added new details where necessary.
  RA:
  10
  CSM:
  80
- I&E
  The agent completed a full income & expenditure to ensure that any agreed actions would be manageable for the customer.
  RA:
  10
  CSM:
  80
- Correct payment calculations
  The agent gave accurate information regarding the customers arrears and required payment amounts.
  RA:
  10
  CSM:
  80
- Payment taken
  The agent attempted to take a payment from the customer where appropriate to bring their account up to date. If the customer refused or was unable, the agent explained how they can complete the transaction online and/or arranged a follow up call.
  RA:
  10
  CSM:
  80
- DD set up
  The agent attempted to set up a Direct Debit for the customer if one was not already in place to help them manage their future payments.
  RA:
  10
  CSM:
  80
- Appropriate solution offered
  The solution (payment plan / payment taken / future arrangements) was appropriate based on the customer's needs and meets company expectations.
  RA:
  10
  CSM:
  80
- Consequences explained
  The agent ensured that the customer understood the consequences of non/late payment, including fees, account blocking, and impact on credit score.
  RA:
  10
  CSM:
  80
- Actions agreed
  The agent gave a breakdown of any agreed actions, ensuring customer understanding, to improve the customer's ability to manage their account.
  RA:
  10
  CSM:
  80
- Follow up logged correctly
  The agent logged follow up dates and times with accurately where required to ensure future issues are averted.
  RA:
  10
  CSM:
  80
Secondary
91
- Agent introduction
  The agent introduced themself in a friendly and approachable manner to put the customer at ease.
  RA:
  3
- Questioning
  The agent made good use of questioning techniques, such as open, closed, and funnel questions, to better understand the customer's situation.
  RA:
  3
- 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.
  RA:
  3
- Professional
  The agent displayed professionalism at all times during the call.
  RA:
  3
- Ownership
  The agent took ownership of the call in order to save the customer time and convenience, and to benefit the company's service levels.
  RA:
  3
- Knowledgeable
  The agent gave accurate information, giving the customer confidence in our ability to help them.
  RA:
  3
- 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.
  RA:
  3
- Online account management advice
  The agent advised the customer about appropriate aspects of our online service, empowering them to manage their account more effectively.
  RA:
  3

Quality Score

Grade

Fail

Compliance

Primary

Secondary

How your score has been calculated:

Total reduction amount (RA):

(from 7 sections)

Final score:

Pass mark:

My Organisation

Collections

Fed Back

51 Fail

Agent
Gloria Calvert
Manager
Tameka Devine
Team
Collections
Department
Account Management
Marked by
Frances Young
Marked date
20th September 2025
Week no.
32
Account ref.
119615
Date of call
19th September 2025
Time of call
11:16
Misc.

Compliance
60
- 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.
  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 we are meeting the expectations of our customers and regulators.
  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.
  RA:
  10
  CSM:
  60
Primary
70
- Contact details confirmed
  The agent confirmed that the phone number, email, and address details we hold for the customer are accurate and added new details where necessary.
  RA:
  10
  CSM:
  80
- I&E
  The agent completed a full income & expenditure to ensure that any agreed actions would be manageable for the customer.
  RA:
  10
  CSM:
  80
- Correct payment calculations
  The agent gave accurate information regarding the customers arrears and required payment amounts.
  RA:
  10
  CSM:
  80
- Payment taken
  The agent attempted to take a payment from the customer where appropriate to bring their account up to date. If the customer refused or was unable, the agent explained how they can complete the transaction online and/or arranged a follow up call.
  RA:
  10
  CSM:
  80
- DD set up
  The agent attempted to set up a Direct Debit for the customer if one was not already in place to help them manage their future payments.
  RA:
  10
  CSM:
  80
- Appropriate solution offered
  The solution (payment plan / payment taken / future arrangements) was appropriate based on the customer's needs and meets company expectations.
  RA:
  10
  CSM:
  80
- Consequences explained
  The agent ensured that the customer understood the consequences of non/late payment, including fees, account blocking, and impact on credit score.
  RA:
  10
  CSM:
  80
- Actions agreed
  The agent gave a breakdown of any agreed actions, ensuring customer understanding, to improve the customer's ability to manage their account.
  RA:
  10
  CSM:
  80
- Follow up logged correctly
  The agent logged follow up dates and times with accurately where required to ensure future issues are averted.
  RA:
  10
  CSM:
  80
Secondary
91
- Agent introduction
  The agent introduced themself in a friendly and approachable manner to put the customer at ease.
  RA:
  3
- Questioning
  The agent made good use of questioning techniques, such as open, closed, and funnel questions, to better understand the customer's situation.
  RA:
  3
- 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.
  RA:
  3
- Professional
  The agent displayed professionalism at all times during the call.
  RA:
  3
- Ownership
  The agent took ownership of the call in order to save the customer time and convenience, and to benefit the company's service levels.
  RA:
  3
- Knowledgeable
  The agent gave accurate information, giving the customer confidence in our ability to help them.
  RA:
  3
- 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.
  RA:
  3
- Online account management advice
  The agent advised the customer about appropriate aspects of our online service, empowering them to manage their account more effectively.
  RA:
  3