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Hi Team,

As a part of the call listening session, please capture following details based on your observation:

· What was the caller’s name?

· Was the Account verified as per One CTI?

· What was the caller’s role on the account?

· What was the customer’s issue?

· Did the agent utilize effortless introduction?

· Did the agent empathize with the customer?

· Did the agent probe for the customer’s issue?

· Did the agent utilize ITG to troubleshoot for the issue? If yes, name the ITG used by the agent.

· Did the agent confirm for the impacted equipment?

· Did the agent follow complete ITG or did they skip steps within the ITG?

· What was the final resolution shared on the call?

· Did the agent promote any self-help options?

· Did the agent promote rewards program?

· Did the agent pitch for sales? If yes, which product?

· Did the agent ask for additional assistance?

· Did the agent follow complete CLOSE strategy script? If no, what was missed?

· What is the summary of the call

· What S4X behaviors were displayed well by agent on call

· What S4X behaviors were not demonstrated on call
     
 
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