Quality Assurance Scoring Form
Publisher Name
Rep Name
Date of Call
-
Month
-
Day
Year
Date Picker Icon
Phone Number
-
Area Code
Phone Number
1. Identify Yourself
Yes
No
2. Identify company name
Yes
No
3. Provide the reason for the call
Yes
No
4. Confirm customer interest
Yes
No
5. Inform of recording for quality purposes
Yes
No
6. Area of Interest 1 - (Business, Criminal Justice, Healthcare, etc.)
Yes
No
7. Area of Interest 2 - (Entrepreneurship, Paralegal, Medical Assisting, etc.)
Yes
No
8. Qualification 1 - Citizenship
Yes
No
9. Qualification 2 - Highest level of education
Yes
No
10. Qualification 3 - High school (or GED) year
Yes
No
11. Qualification 4 - Degree type (Associates, Bachelors, Masters or Certificate/Diploma)
Yes
No
12. Qualification 5 - Age
Yes
No
13. Qualification 6 - Timeframe to begin school (Immediately, 1-3 mths, 3-6 mths) *If >6 mths. Deduct/Notify Manager
Yes
No
14. Qualification 7 - Current school enrollment status
Yes
No
15. Qualification 8 - Online or Campus or Both
Yes
No
16. Qualification 9 - Student Loans in Default
Yes
No
17. Qualification 10 - Interest Level Questions (on a scale of 1-5)
Yes
No
18. Ensure school specific qualification questions are answered before matching (computer w/ internet, Military)
Yes
No
19. List the school names, program names, and program type then verify each w/ customer before submitting
Yes
No
20. Ask if prospect spoke with school in last 90 days
Yes
No
21. Match to no more than three (3) schools
Yes
No
22. Program matches close to customer's basic areas of interest
Yes
No
23. School(s) submitted were branded on call
Yes
No
24. Spell the customer's first and last name
Yes
No
25. Verify the customer's street address, city, state and zip code
Yes
No
26. Spell the customer's email address
Yes
No
27. Verify telephone numbers for best contact, and if cell or landline
Yes
No
28. Maintain friendly, positive tone throughout the call
Yes
No
29. Avoid use of filler words and unprofessional language
Yes
No
30. Maintain efficient pacing without rushing or prolonging the call
Yes
No
31. Remain attentive so customer doesn't have to repeat information
Yes
No
32. Match appropriate program type based on computer with internet access
Yes
No
33. Reconfirm school names and program names
Yes
No
34. Inform the customer the schools will be contacting them via automated technology/Read Entire TCPA Verbatim
Yes
No
35. Close the call using name and company name
Yes
No
36. Provide call back number
Yes
No
37. Thank the customer for their business
Yes
No
Fatal Flaw Comments (make call "0%"):
Overall Comments:
How satisfied were you with the Representative on this call?
1
2
3
4
5
Worst
Best
1 is Worst, 5 is Best
How satisfied were you with the Overall Service offering?
1
2
3
4
5
Worst
Best
1 is Worst, 5 is Best
Submit
Should be Empty: