Sample: Review and Assess an Audio Conversation

Review how this Agent handled this call.

Click the "Play" button and listen to the recorded call and answer the following questions. Feel free to listen to the conversation as many time as you like until you answer all the questions. Did the Agent?

1. Discover the Caller’s real issue?                                    a) Yes  b) No

2. Identify the Caller’s interests?                                        a) Yes  b) No

3. Identify any of the Caller’s concerns or feelings?           a) Yes  b) No

4. Identify the Caller’s questions or problems?                  a) Yes  b) No

5. Limit the Caller’s response?                                           a) Yes  b) No

6. Draw out more information?                                           a) Yes  b) No

7. Gain additional insight into the problem or need?          a) Yes  b) No

8. Identify the Caller’s feelings?                                         a) Yes  b) No

9. Start questions with "inviting" words?                            a) Yes  b) No

10. Avoid questions saying “why” with “you”?                   a) Yes  b) No