2012_iPLEDGE Call Simulations - CSR Class 2
Name: 


  1. Please provide the name of the agent with whom you spoke.


  1. Which call scenario did you use?


  1. Did the agent address the major discussion points as outlined below each question

    Yes
    No
    Not Applicable


  1. Please provide any additional comments for item #3 above.



  1. Did the agent use the proper greeting?

    Yes
    No
    Not Applicable


  1. Please provide any additional comments for item #5 above


  1. Did the agent acknowledge the reason for the call?

    Yes
    No
    Not Applicable


  1. Please provide any additional comments for item #7 above.



  1. Did the agent obtain your name?

    Yes
    No
    Not Applicable


  1. Please provide any additional comments for item #9 above.



  1. Did the agent project a positive tone?

    Yes
    No
    Not Applicable


  1. Please provide any additional comments for item #11 above.



  1. Did the agent communicate in a clear manner?


    Yes
    No
    Not Applicable


  1. Please provide any additional comments for item #13 above.



  1. Did the agent use appropriate language?

    Yes
    No
    Not Applicable


  1. Please provide any additional comments for item #15 above.



  1. Did the agent demonstrate active listening?


    Yes
    No
    Not Applicable


  1. Please provide any additional comments for item #17 above.



  1. Did the agent use an appropriate pace throughout the call?

    Yes
    No
    Not Applicable


  1. Please provide any additional comments for item #19 above.



  1. Did the agent offer additional assistance?


    Yes
    No
    Not Applicable


  1. Did the agent effectively summarize the call?

    Yes
    No
    Not Applicable


  1. Please provide any additional comments for item #23 above.



  1. Did the agent close the call by using iPLEDGE Program branding?


    Yes
    No
    Not Applicable


  1. Please provide any additional comments for item #25 above.



  1. Please provide any additional or overall comments you have with regard to this call.







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