CC OOH Monitoring Form

Call details

Date *

Time *

Address *

Address Line 1

City

State / Province / Region

Postal Code

General details of the call *

ID & Verification of the Customer

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

If non-tenant, did the CSA complete appropriate data checks? *

Did the CSA carry out data protection checks, asking additional security where appropriate? E.g. 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 mandatory declarations and statements? *

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

System Management

Did the CSA update all relevant systems correctly? *

Was the correct information given to the customer? *

Were clear and concise notes added to the system? *

Was an appropriate outgoing call made to an OOH operative or DM? *

Section Divider

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 skill by repeating key words and information, checking spelling where necessary to avoid mistakes/GDPR breaches/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, avoid jargon and adjust their speaking pace/tone to suit the customer? *

Did the CSA set the customer's expectation by giving the correct SLA? *

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

Close

Did the CSA check is there is anything else? *

Did the CSA end the call positively and professionally? *

Did the CSA close the call appropriately and confirm any actions taken? *

Any comments to add for monitoring purposes?

Rate the call

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Call details

ID & Verification of the Customer

Questioning & Query Management

System Management

Section Divider

Summary

Close

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Accreditations

CC OOH Monitoring Form

Call details

ID & Verification of the Customer

Questioning & Query Management

System Management

Section Divider

Summary

Close

Contact Us

Social media

Quick Links

Accreditations

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