Customer Experience Alignment

What was the call about?

Agent opened the session in an appropriate manner.

• Yes

• No

Agent displayed a good understanding of customer's concern.

• Yes

• No

Agent used empathy, acknowledgment, and reassurance statements relevant to the client's concern.

• Yes

• No

Agent probed effectively for details.

• Yes

• No

Agent demonstrated respect for client's time by responding promptly.

• Yes

• No

Agent provided accurate and comprehensive responses that addresses the client's concern.

• Yes

• No

Agent used words and phrases that helped provide positive customer experience.

• Yes

• No

Agent demonstrated confidence and spontaneity.

• Yes

• No

Agent displayed the ability to explain clearly and concisely.

• Yes

• No