Check list of operator call center car service
Check list of operator call center car service
Checklist of the operator of the call center of the car service The checklist consists of 37 points and will allow you to check the work of the call center operator by categories: job responsibilities, work with the CRM program, technical characteristics
Items
A task:
Did the operator receive the call within 3-4 rings?Report type:
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DailyA task:
Did the operator say hello?Report type:
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DailyA task:
Has the operator named the company?Report type:
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DailyA task:
The operator introduced himself?Report type:
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DailyA task:
The operator specified how you can contact the client?Report type:
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DailyA task:
Has the operator clarified the essence of the client's request?Report type:
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DailyA task:
Did the operator ask clarifying questions?Report type:
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DailyA task:
Did the operator summarize the essence of the appeal?Report type:
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DailyA task:
Did the operator suggest possible solutions to the customer's problem?Report type:
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DailyA task:
Has the operator correctly announced the company's current tariffs?Report type:
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DailyA task:
Has the operator announced the cost of additional services?Report type:
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DailyA task:
Did the operator offer help in the selection of auto parts?Report type:
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DailyA task:
Did the operator offer help in selecting additional equipment?Report type:
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DailyA task:
Did the operator offer the customer a replacement car for the repair period?Report type:
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DailyA task:
Has the operator announced information about current promotions?Report type:
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DailyA task:
Has the operator specified the location of the client?Report type:
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DailyA task:
Has the operator invited the client to a car service for diagnostics?Report type:
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DailyA task:
Did the operator book the client for diagnostics or repairs?Report type:
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DailyA task:
Did the operator provide complete information on the essence of the appeal?Report type:
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DailyA task:
Does the operator have good diction?Report type:
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DailyA task:
The operator did not use the words parasitesReport type:
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DailyA task:
Was the operator polite and friendly?Report type:
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DailyA task:
Did the operator use active listening techniques?Report type:
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DailyA task:
Did the operator follow a valid corporate conversation script?Report type:
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DailyA task:
Rate the quality of serviceReport type:
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DailyA task:
Did the operator fix the call?Report type:
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DailyA task:
Has the operator entered the customer's name?Report type:
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DailyA task:
Has the operator entered the customer's contact information?Report type:
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DailyA task:
Has the operator entered the essence of the client's request correctly?Report type:
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DailyA task:
Has the operator entered vehicle data?Report type:
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DailyA task:
Did the operator make any special comments on the customer's request?Report type:
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DailyA task:
Has the operator assigned customer feedback?Report type:
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DailyA task:
The telephone conversation lastedReport type:
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DailyA task:
Was the telephone connection satisfactory?Report type:
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Daily
