Risk
Scorecard sections ranked in order of risk (from highest risk to lowest)
Scorecards
Section | Scorecard | Rank |
---|---|---|
GDPR | Sales | 1 |
Scripts | General Enquiries | 2 |
Complaints process | General Enquiries | 3 |
C.E.D. | Sales | 4 |
The refund was processed correctly | Refunds | 5 |
GDPR | General Enquiries | 6 |
GDPR | Retentions | 7 |
Accurate comments were left on the account | Refunds | 8 |
The refund was warrented | Refunds | 9 |
Set-up and signposting | Sales | 10 |
Follow up logged correctly | General Enquiries | 11 |
Scripts | Sales | 12 |
Was the root cause established? | Complaints | 13 |
The refund amount was appropriate | Refunds | 14 |
The correct refund code was used | Refunds | 15 |
Use of hold | General Enquiries | 16 |
Account comments | General Enquiries | 17 |
External offers | Sales | 18 |
GDPR | Collections | 19 |
Complaints process | Sales | 20 |
Updating customer details | General Enquiries | 21 |
Did the agent explain the situation clearly? | Complaints | 22 |
Complaints process | Retentions | 23 |
Features & benefits | Sales | 24 |
Overcoming Objections | Sales | 25 |
Account comments | Sales | 26 |
Scripts | Retentions | 27 |
Knowledgeable | General Enquiries | 28 |
Current price | Sales | 29 |
Did the agent apologise when necessary? | Complaints | 30 |
Did the agent display empathy? | Complaints | 31 |
Appropriate solution offered | Collections | 32 |
Follow up logged correctly | Sales | 33 |
Understanding the customer's needs | General Enquiries | 34 |
Consequences explained | Collections | 35 |
Inappropriate / offensive language | Sales | 36 |
DD set up | Collections | 37 |
Did the agent adhere to First Contact Resolution? | Complaints | 38 |
Actions agreed | Collections | 39 |
Contact details confirmed | Collections | 40 |
Listening | General Enquiries | 41 |
GDPR | Correspondence | 42 |
Account comments | Correspondence | 43 |
Company brand | General Enquiries | 44 |
Positive | General Enquiries | 45 |
Professional | General Enquiries | 46 |
Clear and concise | Correspondence | 47 |
Managing expectations | General Enquiries | 48 |
Payment taken | Collections | 49 |
Did the agent offer an appropriate solution? | Complaints | 50 |
Updating customer details | Sales | 51 |
Company brand | Sales | 52 |
Knowledgeable | Sales | 53 |
Managing expectations | Retentions | 54 |
Correct payment calculations | Collections | 55 |
I&E | Collections | 56 |
Follow up logged correctly | Correspondence | 57 |
FCR | General Enquiries | 58 |
Ownership | General Enquiries | 59 |
Updating customer details | Correspondence | 60 |
Rapport | General Enquiries | 61 |
Follow up logged correctly | Collections | 62 |
Knowledgeable | Retentions | 63 |
Accurate information | Correspondence | 64 |
Language | Sales | 65 |
External offers | Retentions | 66 |
Agent name | Sales | 67 |
Fact find | Correspondence | 68 |
Was the agent's language appropriate? | Complaints | 69 |
Questioning | General Enquiries | 70 |
FCR | Correspondence | 71 |
Follow up logged correctly | Retentions | 72 |
Account comments | Retentions | 73 |
Managing expectations | Sales | 74 |
Complaints process | Correspondence | 75 |
Agent name | General Enquiries | 76 |
Spelling and grammar | Correspondence | 77 |
Scripts | Collections | 78 |
Informed choice | Retentions | 79 |
Inappropriate / offensive language | General Enquiries | 80 |
Tone and pace | General Enquiries | 81 |
Ownership | Sales | 82 |
Informed choice | Sales | 83 |
Was the escalation process followed correctly? | Complaints | 84 |
Complaints process | Collections | 85 |
Positive | Sales | 86 |
Listening | Sales | 87 |
Overcoming Objections | Retentions | 88 |
Establishing motivation | Retentions | 89 |
Knowledgeable | Collections | 90 |
Inappropriate / offensive language | Collections | 91 |
Professional | Sales | 92 |
Personal | Correspondence | 93 |
Tone & pace | Sales | 94 |
Online account management advice | Collections | 95 |
Ownership | Collections | 96 |
Questioning | Collections | 97 |
Use of hold | Sales | 98 |
Questioning | Sales | 99 |
Appropriate solution offered | Retentions | 100 |
Agent introduction | Collections | 101 |
Account comments | Collections | 102 |
Agent name | Retentions | 103 |
Professional | Collections | 104 |
Listening | Collections | 105 |
Tone & pace | Retentions | 106 |
Appropriate solution offered | Sales | 107 |
Company brand | Retentions | 108 |
Opened professionally | Correspondence | 109 |
Positive | Retentions | 110 |
Features & benefits | Retentions | 111 |
Promoted web service | Correspondence | 112 |
Listening | Retentions | 113 |
Rapport | Sales | 114 |
Rapport | Retentions | 115 |
Ownership | Retentions | 116 |
Inappropriate / offensive language | Retentions | 117 |
Closed professionally | Correspondence | 118 |
Correct Template Used | Correspondence | 119 |
Inappropriate / offensive language | Correspondence | 120 |
Questioning | Retentions | 121 |
Professional | Retentions | 122 |
Vulnerable customers | Collections | 123 |
Use of hold | Retentions | 124 |
Updating customer details | Retentions | 125 |
Vulnerability | Correspondence | 126 |
Vulnerability | General Enquiries | 127 |
Vulnerable customers | Retentions | 128 |
Vulnerable customers | Sales | 129 |