Call Guide

Please fill this out in every call


A red asterisk (*) indicates required questions.

  1. Oracle*


  1. Order# (Should start with H)
    If no HP order #, please enter the ANI#.*


  1. Greet
    a) Did the agent greet the customer in a friendly and welcoming tone?*
    Yes
    No


  1. Greet
    b) Did the agent use the HP recommended greeting? *
    Yes
    No


  1. Acknowledge
    a) Did the agent verbally acknowledge the information and emotion/event that the customer has shared? *
    Yes
    No


  1. Acknowledge
    b) If transferred from a colleague: did the agent acknowledge to the customer what the transferred agent has advised?*
    Yes
    No


  1. Clarify
    a) Did the agent clarify the customer’s inquiry to further understand the detail? *
    Yes
    No


  1. Clarify
    b) Did the agent demonstrate understanding through paraphrasing the reason for the call to the customer?*
    Yes
    No


  1. Confirm
    a) Did the agent confirm to the customer that they were the right person to assist them?
    Yes
    No


  1. Confirm
    b) Did the agent confirm who they are speaking with? *
    Yes
    No


  1. Explain
    a) Did the agent explain what they will do to assist the customer and what to expect on the call?*
    Yes
    No


  1. Explain
    b) Did the agent check if the customer is ok to proceed? *
    Yes
    No


  1. Question
    a) Did the agent question to identify the customer’s existing needs? *
    Yes
    No


  1. Question
    a) Did the agent question to identify the customer’s future needs? *
    Yes
    No


  1. NOTE: Existing and Future needs are defined as the customer’s entertainment and full household needs; such as specific usage, activities, entertainment, personal/business needs and needs of other household members)   *


  1. Educate
    a) Did the agent proactively source triggers through the asking of purposeful questions? *
    Yes
    No


  1. Educate
    b) Did the agent recognize and acknowledge all triggers presented by the customer?*
    Yes
    No


  1. Educate
    c) Did the agent act on any uncovered triggers with an additional offer of value? *
    Yes
    No


  1. Guide
    a) Did the agent summarize the complete needs of the customer? *
    Yes
    No


  1. Guide
    b) Did the agent use a transition statement to move forward into solving the customer’s need?*
    Yes
    No


  1. Recommend
    a) Did the agent recommended a solution based on what was learnt about the customer and their needs in the Explore phase?*
    Yes
    No


  1. NOTE: Recommend Cannot be achieved without demonstrating Question behavioral competency  *


  1. Personalize
    a) Did the agent utilise Need>Solution>Experience in presenting the recommendation to address the customer’s need?*
    Yes
    No


  1. Personalize
    b) Did the agent explain how the recommendation meets the customer’s needs? *
    Yes
    No


  1. Ask
    a) Did the agent confirm whether the solution recommended meets the customer’s expectations?*
    Yes
    No


  1. Ask
    b) Did the agent gain agreement from the customer to proceed? *
    Yes
    No


  1. Ask
    c) Did the agent detect any objections the customer may have? *
    Yes
    No


  1. Ask
    d) Did the agent gain understanding of any objections the customer may have? *
    Yes
    No


  1. Ask
    e) Did the agent recommend the correct solution by either reinforcing the initial solution or providing an alternative solution relevant to the customer? *
    Yes
    No


  1. Ask
    f) Did the agent gain agreement to proceed post addressing the objection? *
    Yes
    No


  1. Set
    a) Did the agent set expectations with the customer of what happens post-call? Charges, credit, build time, policy and etc*
    Yes
    No


  1. Check
    a) Did the agent clearly summarize what has happened on the call? *
    Yes
    No


  1. Check
    b) If the customer brought up an additional inquiry, did the agent attempt to resolve? *
    Yes
    No


  1. Farewell
    a) Did the agent personalize the farewell using something that was learnt about the customer on the call?*
    Yes
    No





HP HHO Program
Boise, ID