Phone Call
evaluation
Date
-
Month
-
Day
Year
Date Picker Icon
Representative
Caller Co #
Co Name
Used Opening Remarks:
Warm welcome, positive, professional tone?
Thank you for calling CHS
Introduce themselves by their name?
How can I help you today or something similar?
Who do I have the pleasure of speaking with today?
N/A
During the call:
Listen attentively – without interrupting
Sympathize / Empathize – sincerity - a. Apologize, feel their pain or frustration
Repeat the callers concerns to confirm that their request was understood.
Closing Remarks:
Confirm what you are going to be doing next – set expectation
Is there anything else I can do for you today?
Use one or all of these phrases or something similar:
Thank you for calling
We appreciate your continued business
Enjoy the rest of you day
Was call transferred?
Yes
No
If call was transferred:
Caller notified they were being transferred?
Caller told who they were transferring to? (eg to pinny)
Was transferee notified to expect call (eg, was pinny notified)
Was call parked?
Yes
No
How Long?
Caller Kept In Loop?
What can be improved for the next call?
Any other comments?
Submit
Should be Empty: