CQ Sheet – Team B & OB

TEAM B & OB

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

2

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

2

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

7

Product / Process Knowledge

Use of Call Flow

5

Agent Misled the customer / patient (Wrong Information)

7

Asked Relevant Question (Probing)

4

Proper detail of Divya Kit or other packages

5

Sale done by customer / patient consent

6

Medicine correctly recommended

5

Mandatory Steps

Asked for reports when required

3

Asked for Tongue / Face image when required

3

Doctor assistance given when required

4

Co-relate Medicine with disease - Causes / Solution

7

Essential Information

COD - Cash On Delivery

2

Address confirmation

2

Informed Delivery TAT (1 to 3 days)

2

Confirm Availability of Patient/Receiver

2

Informed Price as per recommended package

2

Documentation

Lead form correctly / completely filled in CRM

5

Correct Disposition in Dialer / CRM

4

Unnecessary lead punched

5

Closing

Pitched the youtube link

2

Used Proper Closing

2

TOTAL

100

0

Summary

Call Status - Good / Average / Fatal Call

Other Remarks If Any