Call Calibration (TQA)

Greeting -

Used the correct greeting?

• Yes

• No

• NA

Paraphrase -

Confirmed understanding of the issue?

• Yes

• No

• NA

Apology -

Apologized or empathized appropriately?

• Yes

• No

• NA

Hold -

Avoided placing the customer on unnecessary or extended holds?  

• Yes

• No

• NA

Time -

Respected the customer’s time by resolving their issue in a timely manner? 

• Yes

• No

• NA

Understandable -

Used clear verbiage and was easy to understand? 

• Yes

• No

• NA

Information -

Avoided speculation and provided accurate information?

• Yes

• No

• NA

Feedback -

Acknowledged customer feedback?

• Yes

• No

• NA

Self-service -

Offered relevant self-service options? 

• Yes

• No

• NA

Expectations -

Expectations set relevant to the completed solution? 

• Yes

• No

• NA