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Menu
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C/S Outbound Quality Assurance Scorecard
1
Data
2
Greeting
3
Verification
4
Problems
5
Compliance
6
Call Handling
Date of Call
MM slash DD slash YYYY
Date of Review
MM slash DD slash YYYY
Customer Name
Customer Phone
Rep Name
Call Reviewed by
Call Audio
Max. file size: 128 MB.
Greeting
The rep adhered to the greeting script (4 points)
Yes
No
N/A
The rep branded the call with the company name Meidgap Life.
The rep identified themselves to the customer and asked the customer for there First and Lats name (4 points)
Yes
No
N/A
The rep explained the purpose of the call to the customer. (4 points)
Yes
No
N/A
Attempted to better understand the customers needs.
Contact Information Confirmation * Account Verification
The rep verified the customer’s account using the appropriate information (Spelling of customer name) (4 points)
Yes
No
N/A
The rep Verified the customers address (4 points)
Yes
No
N/A
The rep verified the caller’s home & cell phone number (4 points)
Yes
No
N/A
The rep informed the customer that in the event the call is disconnected they will call the customer back at the specified number (4 points)
Yes
No
N/A
The rep asked for/verified the caller’s email address (4 points)
Yes
No
N/A
The rep verified the customers DOB (4 points)
Yes
No
N/A
The rep verified the name and number of the customers PCP & asked if they could help schedule any upcoming appointments (4 points)
Yes
No
N/A
If the customer did not have a doctor on file the rep asked the customer if they wanted to list a primary Care Physician on there account.(4 points)
Yes
No
N/A
Protocol Compliance
The rep verified if the customer had received their policy and ID cards (4 points)
Yes
No
N/A
The rep asked for referral in accordance to referral request guideline (4 points)
Yes
No
N/A
The rep asked if someone in the household was on medicare (4 points)
Yes
No
N/A
The rep Followed the Facebook Script and promoted company FB (4 points)
Yes
No
N/A
The rep documented important information in the notes of the call (4 points)
Yes
No
N/A
Customer Service Quality/Call Handling Skills
The rep asked the customer if they had any questions regarding there coverage or needed help with anything else (4 points)
Yes
No
N/A
Irate Customer: The rep was able to de-escalate the call (4 points)
Yes
No
N/A
The rep received the caller’s permission to place them on hold before doing so (4 points)
Yes
No
N/A
The rep did not exceed the hold time of 2 min (4 points)
Yes
No
N/A
The rep maintained proper tone, pitch, volume and pace throughout the call (4 points)
Yes
No
N/A
The rep used active listening skills (4 points)
Yes
No
N/A
Closure
The agent adhered to the call closure guidelines
The rep promoted the Mobile app (4 points)
Yes
No
N/A
The rep asked if the customer if they have any additional questions or issues before ending the call (2 points)
Yes
No
N/A
The rep verified the customer had the office phone number and office pin (4 points)
Yes
No
N/A
The rep promted the member to complete a Google Review for MGL (2 points)
Yes
No
N/A
Call FeedBack
Total Points
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