Section,Check,Example section weight,Score,Notes
Opening and verification,Greeted the customer and identified the company,10,,
Opening and verification,Verified identity before discussing account details,,,
Understanding the need,Listened without interrupting,20,,
Understanding the need,Asked questions that confirmed the real issue,,,
Resolution and accuracy,Gave correct information,35,,
Resolution and accuracy,Followed the approved process,,,
Resolution and accuracy,Resolved it or set a clear next step,,,
Communication,"Clear, polite and empathetic language",15,,
Communication,Kept the customer informed during holds,,,
Records and closing,Updated the CRM accurately,20,,
Records and closing,Summarised next steps and closed properly,,,
Critical error (automatic fail),Shared data without verifying identity,,,
Critical error (automatic fail),"Misleading statement about price, policy or product",,,
Critical error (automatic fail),Rude or abusive behaviour,,,
Critical error (automatic fail),Ignored a do-not-call or consent requirement,,,
Template from https://www.infusionbi.com/outsourcing-templates - example weights; adjust to your programme,,,,