Quality Audit Form
Overall Score
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Auditor Emp ID
*
Auditor Name
*
Rohit Shaw
Rishab Puri
Mrigank Pandit
Salman Sidd.
Himank Pant
Sahil Bhatia
Himanshu Chhabra
Yamesh Joshi
Yudhishthir
Devendra Prasad
Shivam Srivastava
Kuldeep Rathore
Anurag Batra
Dheeraj Zadoo
Vikrant Sharma
Ritesh Sanyal
Pravesh Goswami
Monika Juneja
Raoul Sharma
Poornanand
Akshit Kumar
Nisha Baswal
Vivek Kumar
Agent Emp ID
*
Agent Name
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Queue
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Sales
Tech
FLM
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Rohit Shaw
Rishab Puri
Mrigank Pandit
Salman Sidd.
Himank Pant
Sahil Bhatia
Monika Juneja
Himanshu Chhabra
Yamesh Joshi
Yudhishthir
Devendra Prasad
Shivam Srivastava
Kuldeep Rathore
Anurag Batra
Dheeraj Zadoo
Vikrant Sharma
Ritesh Sanyal
Pravesh Goswami
Language
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German
Japanese
English
Call ANI/ Order ID
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Call Date
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-
Month
-
Day
Year
Date
Call Type
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Sale
Non-Sale
Refund
Chargeback
Short Call
Client Escalation
Compliance
Campaign Name
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Issue Type
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Activation
In-App
Primary Issue
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Process
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Yes
No
NA
Standard Call opening was given as per the campaign
Did the agent capture Customer's information appropriately
Remote Session initiated appropriately
Gave correct closing statement
Did not waste time in transferring session to Tech queue
Case Documentation was appropriate
In case of refund, all necessary details were captured
Did the agent tried to retain the customer in case of software subscription cancellation?
Accurate Call Disposition selected
Process Score
Percentage
Customer Experience
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Yes
No
NA
Hold Procedure followed appropriately
Dead air was controlled
Agent empathised with the customer
Agent sounded friendly on the call and was not asking too many personal questions
Alertness and Speech Clarity
Accurate Energy Level
Rate of speech was upto the mark
Customer Experience Score
*
Troubleshooting, Diagnosis and Education
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Yes
No
NA
Appropriate and Efficient troubleshooting was performed
Relevant Questions were asked to diagnose the Issue(s)
Used Authorized Tools appropriately to identify issues
Agent discussed the probable causes of the issue to display his/her tech knowledge on the call
Correctly educated the customer about the troubleshooting performed
Did the agent paraphrase the issue?
Did the agent recreate the issue by himself/ ask customer to redo the steps?
Troubleshooting, Diagnosis and Education Score
*
Revenue
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Yes
No
NA
Customer Profiling
Were the relevant FABs used basis the Profiling
Used Price comparisons
Agent used appropriate rebuttals in case of objections raised by the customer
Did the agent appropriately identify the opportunity for Revenue Maximization
Was the agent able to install confidence in the customer regarding the service/products?
Information Gathering questions
Problem based questions
Was the sales attempt strong on the call?
Revenue Score
*
Policy and Compliance
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Yes
No
NA
Did the agent activate the software purchased by the customer?
Product/ Sales Related disclaimers were appropriately provided to the customer
Agent was not sounding rude on the call
Agent did not Slander competitors or any product
Did not stay unnecessarily on call/session/conference
Intentional Misbranding/Inappropriate or absence of branding
Agent did not register the OOS issue
Did not use scare tactics
Did not provide incomplete/ inaccurate information
Low value plan offered when asked
Agent read out the Financial Verbatim on the Call
Right Party Authorization taken for charge
Was customer informed about the VAT charges being applied on his/her credit card
Did not deliberately create an issue on the computer
Fatal Error Count
*
Challenges?
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1) 2) 3) 4) 5)
What was good on call?
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1) 2) 3) 4) 5)
Action Plan/ Items?
*
1) 2) 3) 4) 5)
Employee Signature & Date
Auditor Signature & Date
Submit
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