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 | |||
