Did the agent open the call well (Energy, Tone etc..)

Did the Agent Greet the customer?

Did the Agent open the call within 5 sec

Was the Agent Introduced Self?

Was the Agent Introduced Company?

Did the agent confirm City?

Did the Agent confirm whether the customer is working Professional or student?

Did the Agent ask where the customer is working?

Did the Agent confirm the customer's current designation?

Was the Agent Confirmed Job Experience?

Did the Agent confirm why the customer is looking for a particular course?

Did the Agent Probed to understand Customers' choice?

Was the Agent Confirmed how soon the customer wanted to start the course?

Was there a timely acknowledgement on the call?

Did the Agent inform the Modules?

Did the Agent deliver the Key features of the course?

Did the Agent inform our FOC?

Was the Agent informed about Accreditation?

Was the Agent informed about the Training plan and Exam structure?

Did the Agent informed validity of certificate (If required)

Did the Agent informed Course Fees? (with GST or without)

Did the agent investigate the account before calling the customer?

Did the Agent call the customer within 2hrs (TAT)?

Did the Agent handle the customer's objection / Concern?

The agent's tone was Professional & Polite over the call?

Agent tone was in Controlled pace?

Agent tone was direct on the call?

Agent tone was Conversational/transactional?

Agent was confident while speaking with the customer?

Was the agent attentive / Listening to the customer throughout the call?

Did the agent make a personal connection?

Did the agent Build the rapport?

Did the Agent create the urgency on the call?

Was the agent interrupting the customer while speaking?

Did the agent close the call well? (Energy, Tone, ,Thank, Feedback, Further assistence)

Did the agent document all the mandatory information that was discussed on the call?

Did the Agent dispose of the call accurately?