Date: Manager Name: Rep Name: Call Date & Time: Call Duration:

1. Call Opening

• [ ] Greeted the customer promptly and warmly
• [ ] Introduced themselves and the company
• [ ] Asked for the customer's name and used it during the conversation
• [ ] Verified the customer's account or personal details securely

Rating: __ / 5

Notes:

2. Solutions

• [ ] Did the rep answer the customer’s questions accurately?
• [ ] Did the rep direct the customer to additional resources (where applicable)?
• [ ] Did the rep provide a complete solution to the customer?

Rating: __ / 5

Notes:

3. Conversational Skills

• [ ] Did the rep adhere to the SOP guidelines from the training and quality team?
• [ ] Was the rep friendly, and did they exhibit empathy for the customer's problem?