outbound call quality checklist

Agent reviewed the script and is familiar with key talking points

Agent has all necessary materials and tools ready for the call

Agent has minimized potential interruptions during the call

Agent has reviewed the customer's account history and notes from previous interactions

Agent has a clear understanding of the purpose of the call and desired outcome

Agent has practiced active listening and empathy techniques

Agent has reviewed any recent company updates or promotions that may be relevant to the call

Agent has a plan for addressing common objections or questions that may arise during the call

Agent maintained a professional and courteous tone throughout the call

Agent actively listened to the customer's needs and concerns

Agent effectively guided the conversation towards a resolution

Agent demonstrated empathy and understanding towards the customer's situation

Agent effectively summarized key points and next steps for the customer

Agent offered additional assistance or resources as needed

Agent confirmed customer satisfaction before ending the call

Agent provided the customer with the Unique Selling Proposition (USP)

Agent demonstrated a strong understanding of the product or service being offered

Agent was able to address any customer inquiries or objections confidently

Agent utilized product knowledge resources effectively during the call

Agent accurately relayed any promotions or discounts available to the customer

Agent provided additional information or resources for the customer to learn more about the product or service

Agent was able to effectively cross-sell or upsell related products or services based on the customer's needs

Agent demonstrated empathy and active listening skills when discussing the product or service with the customer

Agent followed all compliance regulations and company policies

Agent obtained necessary permissions or consents from the customer

Agent safeguarded customer data and privacy throughout the call

Agent summarized key points and next steps for the customer

Agent thanked the customer for their time and consideration

Agent offered assistance or follow-up as needed to ensure customer satisfaction.