CCR Sprint Project - Updated

QA Form
Name: 


A red asterisk (*) indicates required questions.

  1. Agent Name (Format: use MLR Name based on Masterlist)*


  1. Itinerary*


  1. Conversation ID*


  1. Call Date (Format: MM/DD/YYYY)*


  1. Call Duration (Format: in seconds)*


  1. Evaluation Date (Format: MM/DD/YYYY)*


  1. Travel Stage*


  1. Call Summary*


  1. Agent Group*
    ASC
    Non ASC


  1. Channel*
    Voice
    Chat


  1. Did the agent ask or confirm the callback number at the start?*
    Yes
    No


  1. Did agent acknowledge, discover the latent objection and address customer's objection/concern? (May I know what's holding you back?)*
    Yes
    No
    NA


  1. Did agent promote self-service option (if applicable)?*
    Yes
    No
    NA


  1. Did agent asked if all questions/concerns were addressed? ("Was I able to answer your concern(s) to your satisfaction?")*
    Yes
    No


  1. Does the call require a callback?*
    Yes
    No


  1. Did the agent showed accountability by not handing off/transferring the call when not required?*
    Yes
    No





Ana Marie Sanchez