Evaluation Form - Sales
Evaluator Name
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Evaluator Email ID
Agent Name
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Supervisor Name
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Supervisor Email ID
FTL Email ID
Session ID
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Call Duration (hh:mm:ss)
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Call Date & Time
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Evaluation Form - Tech Sales
Call Opening
1. Did the agent give company-provided standard call opening? Company name, Agent name and question for assistance.
*
Yes
No
NA
1. If No, Please specify the reason
1.1 Yes
1.2 NA
2. Did the agent show empathy to the customer about his/her issues?
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Yes
No
NA
2. If No, Please specify the reason
2.1 Yes
2.2 NA
3. Did the agent use assurance statement?
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Yes
No
NA
3. If No, Please specify the reason
3.1 Yes
3.2 NA
Diagnostics
4. Did the agent ask relevant probing questions to understand the issue ?
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Yes
No
NA
4. If No, Please specify the reason
4.1 Yes
4.2 NA
5. Did the agent provide the 3 remote disclaimers to the customer?
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Yes
No
NA
5. If No, Please specify the reason
5.1 Yes
5.2 NA
5.1. Did the agent take authorization before taking remote access using companies name?
Yes
No
5.2 Did the agent ask customer to close all personal files and folders before taking remote access?
Yes
No
5.3 Did the agent educate customer on how to close the remote session whenever customer wants?
Yes
No
6. Did the agent educate the customer on diagnostics or troubleshooting?
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Yes
No
NA
6. If No, Please specify the reason
6.1 Yes
6.2 NA
7. Did the agent give accurate information (for e.g network infection, giving incorrect info about virus and malware ) to the customer throughout the call?
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Yes
No
NA
7. If No, Please specify the reason
7.1 Yes
7.2 NA
Sale Pitch
8. Did the agent brand the call appropriately when asked by the customer?
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Yes
No
NA
8. If No, Please specify the reason
8.1 Yes
8.2 NA
8.1. Did the agent refrain from saying that he/she is from Norton / Kasperksy when customer asked?
Yes
No
8.2. Did the agent refrain from saying that he/she is Microsoft certified technician or windows certified technician or intuit certified technician ?
Yes
No
8.3.Did the agent refrain from telling customer about his/her location in US?
Yes
No
9. Did the agent refrain from using unapproved tools in order to close a sale?
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Yes
No
NA
9. If No, Please specify the reason
9.1 Yes
9.2 NA
9.1. Did the agent refrain from using Event Viewer?
Yes
No
9.2. Did the agent refrain from using command prompt to mis-guide customer about the issue?
Yes
No
9.3. Did the agent refrain from using services.msc to mis-guide customer about the issue?
Yes
No
9.4. Did the agent refrain from using Task Manager to mis-guide customer about the issue?
Yes
No
10. Did the agent refrain from using scare tactics to close a sale?
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Yes
No
NA
10. If No, Please specify the reason
10.1 Yes
10.2 NA
10.1. Did the agent refrain from threatening customer that his/her system is about to get crash?
Yes
No
10.2. Did the agent refrain saying that his system is highly infected?
Yes
No
10.3. Did the agent refrain saying that his system is infected with Virus/Malware unless verified with a popular virus/malware scan tool?
Yes
No
10.4. Did the agent refrain saying to customer that his/her system is hacked or web/ browser hijacking
Yes
No
10.5. Did the agent refrain saying that people sitting in Nigeria/Ukraine have hacked into customer's system?
Yes
No
10.6. Did the Agent refrain from giving incorrect information about network infection
Yes
No
11. Did the agent explain about the features, advantages and benefits of the services sold by Agile
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Yes
No
NA
11. If No, Please specify the reason
11.1 Yes
11.2 NA
12. Did the agent refrain from using the word taxes except for Minnesota and Illinois? (Taxes only applicable for Minnesota and Illinois)
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Yes
No
NA
12. If No, Please specify the reason
12.1 Yes
12.2 NA
Payment Process
13. Did the agent/supervisor use secured payment gateway? (Only supervisor is allowed to take card details verbally if required)
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Yes
No
NA
13. If No, Please specify the reason
13.1 Yes
13.2 NA
14. Did the Agent/supervisor read financial verbiage appropriately before charging customer's card?
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Yes
No
NA
14. If No, Please specify the reason
14.1 Yes
14.2 NA
Closing
15. Did the agent provide complete information to customer before transferring the call to supervisor/Technician?
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Yes
No
NA
15. If No, Please specify the reason
15.1 Yes
15.2 NA
15.1. Did the agent provide name of company and address
Yes
No
15.2. Did the agent provide price of plan offered
Yes
No
15.3. Did the agent provide plan details
Yes
No
15.4. Did the agent provide toll free phone number
Yes
No
15.5. Did the agent provide name of the supervisor
Yes
No
Soft Skills
16. Did the agent show professionalism on the call? (Screaming at customer, rude / abrasive comment /behaviour )
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Yes
No
NA
16. If No, Please specify the reason
16.1 Yes
16.2 NA
17. Did the agent transfer the call to supervisor when customer escalated the issue?
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Yes
No
NA
17. If No, Please specify the reason
18. Did the agent actively listen to customer?
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Yes
No
NA
18. If No, Please specify the reason
19. Did the agent avoid interrupting customer?
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Yes
No
NA
19. If No, Please specify the reason
20. Did the agent use dead air appropriately, wherever required?
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Yes
No
NA
20. If No, Please specify the reason
21. Did the agent follow hold procedure on the call?
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Yes
No
NA
21. If No, Please specify the reason
22. Did the agent refrain from using mute on the call
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Yes
No
NA
22. If No, Please specify the reason
23. Did the agent try to build a good rapport with customer? Agent found common grounds to talk, sharing examples. Talking about interests , small talks
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Yes
No
NA
23. If No, Please specify the reason
23.1 Yes
23.2 NA
Business Intelligence
Was the objection raised by the customer
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Yes
No
NA
What rebuttals were provided to the customer
Did the agent make a sale on the call?
Yes
No
Which Plan was Sold to the customer
What was the Price of the Plan sold
Comments
Customer ID
Overall Comments
*
Sub-Section Scores
Call Opening (8%)
Diagnostics (24%)
Sale Pitch (35%)
Payment Process (16%)
Closing (5%)
Soft Skills (12%)
Overall Scores
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