Professional professionalization
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Addressed customer by wrong name
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Didn't address the customer with his/her name using available data
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Didn’t address customer by his/her formal name (title)
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Didn’t address customer by his/her name twice
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Didn’t absorb customer anger
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Didn’t allow customer to vent completely
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Not able to handle stress
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Didn’t offer a sincere apology
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Not caring or empathetic
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Not understanding
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Showed understanding of the situation with aggressive tone
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Showed understanding with over reacting
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Used company's applications name
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Used foreign language not matching with the customer
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Used jargon/slang language
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Used repetitive word
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Other
Active listening
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Asking for an information already mentioned before
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Didn’t use acknowledgment listening
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Not concentrated
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Other
Controls the call well
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Interrupted the customer
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Let the customer control the call
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Didn’t describe appropriate information on the spot
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Not confident and hesitant
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Not patient
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Over confident
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Other
Voice tone
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Monotony
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Not Clear
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Scripted/ Robotic
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Not friendly
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Not willing
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Over friendly
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Scripted
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Sleepy/not energetic tone
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Very fast
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Other
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Didn’t avoid dead air
Follows the correct hold/transfer/conference protocol & avoids the dead air
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Didn’t follow the correct hold/transfer/conference protocol
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Didn't ask the customer for permission
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Didn't give the reason for hold
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Didn't thank the customer for hold
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Didn't wait for customer permission
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Exceeding hold time
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Used mute button
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Other
Uses of appropriate Greeting & Closing
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Inaccurate greeting time
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Incomplete greeting
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UN Clear Greeting
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Late response
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No greeting at all
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Wrong greeting order
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Incomplete closing
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No closing at all
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UN Clear Closing
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Wrong closing
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Didn’t ask for customer name
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Didn't use transitional phrase
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Welcoming the customer
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Didn’t confirm customer's understanding
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Didn’t offer extra assistance
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Didn’t offer extra assistance in a willing way
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Didn’t wait for customer's confirmation
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Other
Give The Customer Alternative and recommendation
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Didn't give the customer appropriate recommendation
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Didn't offer alternative solutions when available
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Other
Asking for customer permission to talk & introducing yourself
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Didn't ask for customer permission to talk at all
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Didn't introduce himself at all
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Didn't mention his name
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Didn't mention the company name
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Didn't explain any reason for the call