CQ Sheet – Team A

CQ Sheet - TEAM A

CQ Sheet


S.NO


QA Name

Week

Audit Date

Call Date & Time

Campaign Name

Agent Name

TL Name

Mobile No

Order No

AHT

Parameter

Sub-Parameter

Weightage

Greeting / Purpose of call

Used Correct Greeting - Greeting, Name of Acharya Ji and self introduction

3

Courtesy & Professionalism

Interrupt The Patient Or Did Not Stop When Patient Interrupt

3

Showed Interest & Willingness To Assist The Patient (Rapport / Relation Building) / Enthu & Energy

5

Showed Empathy When Appropriate

2

Lack Clarity In Speech / Rate of Speech Fast

3

Not Attentive On Call

3

Used Polite/Appropriate Tone "Was Not professional/Blunt/Rude With The Patient

10

Product / Process Knowledge

Use of Call Flow

7

Agent Misled the customer / patient (Wrong Information)

10

Mandatory info shared - Call back TAT of Dr Panel Team

4

Probing

Probing Related to Current Disease

5

Probing Related to Past history

5

Medicine correctly Probing Related to Personal details - Age / Weight / Height

5

Probing Related to Lifestyle - Job / Diet etc

5

Documentation

Lead form correctly / completely filled in CRM

10

Correct Disposition in Dialer / CRM

6

Unnecessary lead punched

10

Closing

Pitched the youtube link

2

Used Proper Closing

2

TOTAL

100

0

Summary

Call Status - Good / Average / Fatal Call

Other Remarks If Any