General Enquiries
Scorecard Info
Admin Sections
Agent
DD: Agent
Required
Manager
DD: Manager
Optional
Team
DD: Team
Optional
Department
DD: Department
Optional
Marked by
DD: QA Staff
Optional
Marked date
Date
Required
Week no.
Number
Optional
Account ref.
Number
Optional
Date of call
Date
Optional
Time of call
Time
Optional
Call length
Number
Optional
Complaint
Check box
Optional
Misc.
Text box
Optional
13 sections
Scoring Sections
Introduction
Agent name
WT:
1
Required
The agent introduced themself by name in order to present a friendly and approachable image.
Company brand
WT:
2
Required
The agent gave the company's brand name on opening the call to promote professionalism and customer awareness.
Rapport
WT:
1
Required
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.
Comments box
Fact Find
Questioning
WT:
1
Required
The agent made good use of questioning techniques, such as open, closed, and funnel questions, to better understand the customer's needs.
Listening
WT:
1
Required
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.
Understanding the customer's needs
WT:
2
Required
The agent showed that they understood the customer's needs and gave the customer confidence in us being able to resolve their query.
Comments box
Customer Experience
Use of hold
WT:
2
Required
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.
Positive
WT:
2
Required
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.
Professional
WT:
2
Required
The agent displayed professionalism at all times during the call.
Tone and pace
WT:
1
Required
The conversation flowed well and the agent's tone was appropriate.
Knowledgeable
WT:
2
Required
The agent gave accurate information and was knowledgeable of the brand and product, giving confidence to the customer that their query would be handled appropriately.
Managing expectations
WT:
2
Required
The agent provided accurate timescales and information, and didn't make any guarantees that we might not be able to keep.
Ownership
WT:
2
Required
The agent took ownership of the customer's query in order to save the customer time and convenience, and to benefit the company's service levels.
FCR
WT:
2
Required
The agent attempted to resolve the customer's query without passing them to a different department / agent and ensured repeat contact wouldn't be necessary.
Comments box
System Use
Account comments
WT:
2
RA:
5
Required
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.
Follow up logged correctly
WT:
2
RA:
5
Required
The agent logged follow up dates and times accurately where required to ensure that the customer won't need to contact us unnecessarily.
Updating customer details
WT:
2
RA:
5
Required
The agent ensured that the customer's information on their account was correct in order to maintain accurate and up to date records.
Comments box
Compliance
GDPR
RA:
10
CSM:
60
Required
The agent adhered to regulatory requirements at all times in order to prevent risk to the business and to protect the customer's data.
Scripts
RA:
10
CSM:
60
Required
The agent read scripts clearly and in full, ensuring customer understanding and acceptance.
Inappropriate / offensive language
RA:
10
CSM:
60
Required
The agent avoided using language that could severely damage the customer's experience with us, or damage our company reputation.
Complaints process
RA:
10
CSM:
60
Required
The agent followed the company's escalation process in order to ensure that we are meeting the expectations of our customers and regulators.
Vulnerability
RA:
10
CSM:
60
Required
The agent dealt with a vulnerable or distressed customer in a professional and compassionate manner.
Comments box
5 categories
22 sections
Options
RAG
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Preview
My Organisation
General Enquiries
Score
Grade
Introduction
<Score>
Weight:
1
Weight:
2
Weight:
1
Fact Find
<Score>
Weight:
1
Weight:
1
Weight:
2
Customer Experience
<Score>
Weight:
2
Weight:
2
Weight:
2
Weight:
1
Weight:
2
Weight:
2
Weight:
2
Weight:
2
System Use
<Score>
Weight:
2
RA:
5
Weight:
2
RA:
5
Weight:
2
RA:
5
Compliance
<Score>
RA:
10
CSM:
60
RA:
10
CSM:
60
RA:
10
CSM:
60
RA:
10
CSM:
60
RA:
10
CSM:
60
My Organisation
General Enquiries
Introduction
Weight:
1
Weight:
2
Weight:
1
Fact Find
Weight:
1
Weight:
1
Weight:
2
Customer Experience
Weight:
2
Weight:
2
Weight:
2
Weight:
1
Weight:
2
Weight:
2
Weight:
2
Weight:
2
System Use
Weight:
2
RA:
5
Weight:
2
RA:
5
Weight:
2
RA:
5
Compliance
RA:
10
CSM:
60
RA:
10
CSM:
60
RA:
10
CSM:
60
RA:
10
CSM:
60
RA:
10
CSM:
60