Show no understanding of the competency or does not demonstrate the action/task
1 pts
Shows little understanding of the competency or demonstrates very few actions
2 pts
Show good understanding of the competency. Demonstrates appropriate actions/tasks
3 pts
Demonstrates complete understanding of the competency. Demonstrates all appropriate actions/tasks
4 pts
How was the caller greeted by the CSR
Caller must be properly identified
Voice tone and inflection
Ability to listen to the caller and identify their need
The close of the call should wrap up the call