Spreadsheet: 829601d1684330077-formula-for-yes-no-na-and-auto-zero-grading-sheet-formula
Sheet: Sheet1

Agent Name:
Address
 |  |  |  |  |  |  |  |  |  | Client Score:
Date of Call: |  |  |  |  | Time of Call:
 |  |  |  |  |  |  |  |  | Options | Select From Drop Down | Client Weight | Client |  |  |  |  |  |  | Call Comments
 |  | Category |  |  |  |  |  |  |  |  |  | Yes | Na | No
 | 1 | Did the advisor use the correct greeting? |  |  |  |  |  |  | Yes/No | Yes | 7 |  |  |  |  | Yes
 | 2 | Did the advisor follow account security questions? |  |  |  |  |  |  | Yes/No/NA | Yes | 15 |  |  |  |  | No
 | 3 | Did the advisor actively listen ? |  |  |  |  |  |  | Yes/No | Yes | 5 |  |  |  |  | NA
 | 4 | Did the advisor offer an apology if appropriate? |  |  |  |  |  |  | Yes/No | Yes | 7
 | 5 | Did the advisor ask appropriate / relevant diagnostic questions? |  |  |  |  |  |  | Yes/No | Yes | 5 |  |  |  |  | No
 | 6 | Did the advisor avoid dead air? |  |  |  |  |  |  | Yes/No | Yes | 5 |  |  |  |  | Meets Minimum Standard
 | 7 | Did the advisor explain why the customer was being placed on hold? Did they thank the customer for waiting when going back to them? |  |  |  |  |  |  | Yes/No | Yes | 5 |  |  |  |  | Meets Standard
 | 8 | Did the advisor use the hold button correctly(thanking the customer for holding) |  |  |  |  |  |  | Yes/No | Yes | 5 |  |  |  |  | Exceeds Expectations
 | 9 | Did the advisor use the correct delay message for callers chasing works? |  |  |  |  |  |  | Yes/No/NA | Yes | 4
 | 10 | Did the advisor take ownership and confirm what we CAN do? |  |  |  |  |  |  | Yes/No | Yes | 5
 | 11 | Did the advisor add appropriate internal notes for follow up? |  |  |  |  |  |  | Yes/No | Yes | 7
 | 12 | Did the advisor use the available resources correctly? |  |  |  |  |  |  | Yes/No | Yes | 10
 | 13 | Were jobs raised correctly? |  |  |  |  |  |  | Yes/No | Yes | 10 |  |  |  |  | Yes
 | 14 | Did the advisor provide all the required information accurately? |  |  |  |  |  |  | Yes/No/NA | Yes | 10
 | 15 | Did the advisor confirm any actions, set the customers expectations and provide a job reference? |  |  |  |  |  |  | Yes/No/NA | Yes | 7
 | 16 | Did the advisor end the call correctly? |  |  |  |  |  |  | Yes/No/NA | Yes | 5
 | 18 | CALL TERMINATION - End calls profressionally. You MUST warn callers you are terminating the call. It is not acceptable to end a call with no warning |  |  |  |  |  |  | Yes/No/NA | Yes | 15
 | AGENT ATTITUDE
 | 19 | Did the advisor use an appropriate pace for the customer? |  |  |  |  |  |  | Yes/No/NA | Yes | 7
 | 20 | Was the advisor helpful and friendly? |  |  |  |  |  |  | Yes/No | Yes | 7 |  |  |  |  |  |  |  | Overall Score
 | 21 | Did the advisor use an appropriate tone of voice? |  |  |  |  |  |  | Yes/No/NA | Yes | 10 |  |  |  |  |  |  |  | BELOW ( 0% -  79% ) |  | SUCCEEDING ( 80% - 95% ) |  | EXCELLENT ( 95% - 100% )
 | 22 | Did the advisor address the customer by their name throughout the call? |  |  |  |  |  |  | Yes/No | Yes | 5
 | 23 | Did the advisor show empathy? Common courtesy? |  |  |  |  |  |  | Yes/No | Yes | 7
 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | No
Date of Observation:
Assessor Name:
Assessor Signature:
 |  | Advisors Signature: