Sales Efficiency Focused Parameters - (CANADA)
Name: 


A red asterisk (*) indicates required questions.

  1. ANI/Session ID:*


  1. Call Date (MM/DD/YY):*


  1. Call Reviewed and Listened By:   *


  1. Call Listening Type*
    Live Call
    Recorded Call


  1. What is your goal when you are monitoring this call?  *


  1. Call Type:*
    Pre Sales
    CS Call Type (Order Status, Complaint, Refund and Etc)
    Technical Support Call
    Instant Ink
    Waiting for a callback from previous agent


  1. Did the customer feel the agent was excited with how the call was opened? *
    Yes
    No


  1. Did the agent ask relevant questions to understand and uncover the main concern of our customer?*
    Yes
    No


  1. Did the agent create the urgency by highlighting the advantages of buying our product now?
    Yes
    No


  1. Did the agent move the mix by offering the product based on the needs of our customer?  *


  1. What Connects did the agent offer?*
    Care Pack
    PC Mover
    Accessories
    Complete Set of Color
    XL Black
    Back Up Black
    Office
    Anti-Virus
    Paper
    NO ATTEMPT MADE
    Ms Office
    Other Software


  1. Did the agent talk to our customer the way you want to talk to your friends or family members over the phone?*
    Yes
    No


  1. If you are this customer ,how will you rate this call?   *


  1. What is the outcome of this call?  *


  1. Was there an unnecessary MUTE observed?*
    Yes
    No


  1. Was there unnecessary HOLD observed?*
    Yes
    No


  1. What is the total duration of this call? (hh:mm:ss)*


  1. What product was sold after the call?  *


  1. Did you provide feedback to the agent after listening to this call?*
    Yes
    No


  1. How did you provide the feedback?*
    One on One Coaching
    Coaching Button in WWE
    Thru Chat like APS
    Took over the call -Tell Show Do
    FEEDBACK NOT PROVIDED


  1. General Observation:*





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