Call Recording - 1

Call Recording # 1
Name: 


  1. Please rate the CS Rep in terms of delivering his/her greeting and offering assistance to the caller on a scale of 1-5 where 5 means excellent and 1 means poor.


  1. Was the CS Rep able to verify the caller/author's information appropriately?


  1. Did he/she probe and ask for sufficient questions to know the reason for the call? Briefly explain your answer

    What about Restating and Clarifying the Concern?


  1. Was the CS Rep able to take the right action/resolution?
    If yes, outline the steps taken
    If no, outline the steps that should have been taken to make the resolution correct.


  1. Was the CS Rep able to ask for other concerns?


  1. On a scale of 1-5 where five means excellent and 1 means poor, how would you rate the CS Rep in terms of call handling? Briefly discuss your answer


  1. What is your overall impression of the call?





CS Training Program