CC Monitoring Form

Advisor's name *

Call summary *

Line manager *

Opening

Was the greeting to the required standard? *

ID & Verification of Customer

Did the CSA confirm if the name, email address and phone number are up to date? *

If new contact, did the CSA collect appropriate data? *

Did the CSA carry out data protection checks, asking additional security where appropriate? Mandatory name, address, DOB/NI number? *

Questioning & Query Management

Did the CSA successfully identify the problem or any additional demands by asking appropriate questions? *

Did the CSA follow scripts & read the mandatory declarations and statements? *

Based on the answers provided, did the CSA take the appropriate course of action? *

Did the CSA actively promote online/digital services where available? *

System Management

Did the CSA update all relevant systems correctly? *

Were the correct actions completed on the system? *

Was the correct information given to the customer? *

Clear and concise notes added to system? *

Listening

Did the CSA keep the customer informed of call progress and avoid long silences? *

Did the CSA explain to the customer why on hold/transferred? *

Did the CSA demonstrate listening skills by repeating key words and information, checking spelling where necessary to avoid mistakes, GDPR breaches and complaints? *

Did the CSA allow the customer to speak without inappropriate interruption? *

Did the CSA show empathy and build rapport? *

Summary

Did the CSA speak clearly and avoid jargon and adjust their speaking pace/tone to suit the customer? *

Did the CSA set the customers expectation by giving the correct SLA? *

Did the CSA display a professional manner by remaining calm, focused, and assertive if necessary? *

Did the CSA confirm any actions taken and next steps if necessary? *

Close

Did the CSA check if there is anything else? *

Did the CSA end the call positively and professionally? *

Review

Rate the call *

Any other comments

Opening

ID & Verification of Customer

Questioning & Query Management

System Management

Listening

Summary

Close

Review

Contact Us

Social media

Quick Links

Accreditations

CC Monitoring Form

Opening

ID & Verification of Customer

Questioning & Query Management

System Management

Listening

Summary

Close

Review

Contact Us

Social media

Quick Links

Accreditations

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