Arrange a personal demo by contacting us here

Risk

Scorecard sections ranked in order of risk (from highest risk to lowest)

Scorecards

SectionScorecardRank
GDPRSales1
ScriptsGeneral Enquiries2
Complaints processGeneral Enquiries3
C.E.D.Sales4
The refund was processed correctlyRefunds5
GDPRGeneral Enquiries6
GDPRRetentions7
Accurate comments were left on the accountRefunds8
The refund was warrentedRefunds9
Set-up and signpostingSales10
Follow up logged correctlyGeneral Enquiries11
ScriptsSales12
Was the root cause established?Complaints13
The refund amount was appropriateRefunds14
The correct refund code was usedRefunds15
Use of holdGeneral Enquiries16
Account commentsGeneral Enquiries17
External offersSales18
GDPRCollections19
Complaints processSales20
Updating customer detailsGeneral Enquiries21
Did the agent explain the situation clearly?Complaints22
Complaints processRetentions23
Features & benefitsSales24
Overcoming ObjectionsSales25
Account commentsSales26
ScriptsRetentions27
KnowledgeableGeneral Enquiries28
Current priceSales29
Did the agent apologise when necessary?Complaints30
Did the agent display empathy?Complaints31
Appropriate solution offeredCollections32
Follow up logged correctlySales33
Understanding the customer's needsGeneral Enquiries34
Consequences explainedCollections35
Inappropriate / offensive languageSales36
DD set upCollections37
Did the agent adhere to First Contact Resolution?Complaints38
Actions agreedCollections39
Contact details confirmedCollections40
ListeningGeneral Enquiries41
GDPRCorrespondence42
Account commentsCorrespondence43
Company brandGeneral Enquiries44
PositiveGeneral Enquiries45
ProfessionalGeneral Enquiries46
Clear and conciseCorrespondence47
Managing expectationsGeneral Enquiries48
Payment takenCollections49
Did the agent offer an appropriate solution?Complaints50
Updating customer detailsSales51
Company brandSales52
KnowledgeableSales53
Managing expectationsRetentions54
Correct payment calculationsCollections55
I&ECollections56
Follow up logged correctlyCorrespondence57
FCRGeneral Enquiries58
OwnershipGeneral Enquiries59
Updating customer detailsCorrespondence60
RapportGeneral Enquiries61
Follow up logged correctlyCollections62
KnowledgeableRetentions63
Accurate informationCorrespondence64
LanguageSales65
External offersRetentions66
Agent nameSales67
Fact findCorrespondence68
Was the agent's language appropriate?Complaints69
QuestioningGeneral Enquiries70
FCRCorrespondence71
Follow up logged correctlyRetentions72
Account commentsRetentions73
Managing expectationsSales74
Complaints processCorrespondence75
Agent nameGeneral Enquiries76
Spelling and grammarCorrespondence77
ScriptsCollections78
Informed choiceRetentions79
Inappropriate / offensive languageGeneral Enquiries80
Tone and paceGeneral Enquiries81
OwnershipSales82
Informed choiceSales83
Was the escalation process followed correctly?Complaints84
Complaints processCollections85
PositiveSales86
ListeningSales87
Overcoming ObjectionsRetentions88
Establishing motivationRetentions89
KnowledgeableCollections90
Inappropriate / offensive languageCollections91
ProfessionalSales92
PersonalCorrespondence93
Tone & paceSales94
Online account management adviceCollections95
OwnershipCollections96
QuestioningCollections97
Use of holdSales98
QuestioningSales99
Appropriate solution offeredRetentions100
Agent introductionCollections101
Account commentsCollections102
Agent nameRetentions103
ProfessionalCollections104
ListeningCollections105
Tone & paceRetentions106
Appropriate solution offeredSales107
Company brandRetentions108
Opened professionallyCorrespondence109
PositiveRetentions110
Features & benefitsRetentions111
Promoted web serviceCorrespondence112
ListeningRetentions113
RapportSales114
RapportRetentions115
OwnershipRetentions116
Inappropriate / offensive languageRetentions117
Closed professionallyCorrespondence118
Correct Template UsedCorrespondence119
Inappropriate / offensive languageCorrespondence120
QuestioningRetentions121
ProfessionalRetentions122
Vulnerable customersCollections123
Use of holdRetentions124
Updating customer detailsRetentions125
VulnerabilityCorrespondence126
VulnerabilityGeneral Enquiries127
Vulnerable customersRetentions128
Vulnerable customersSales129
Risk calculation and ranking is based on a combination of pass %, section weighting, and marked count