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QC Checklist - Final - Final

This document contains parameters and rebuttals for evaluating a virtual assistant's conversation with a customer. It includes 9 parameters for the initial conversation and 4 categories of potential rebuttals with specific rebuttal questions under each: Need, Urgency, Trust, and Getting Past a Gatekeeper. For each parameter and rebuttal, the evaluation requires getting a response and assessing whether the assistant addressed the issue appropriately and transitioned smoothly.

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Senthil Kumar
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27 views

QC Checklist - Final - Final

This document contains parameters and rebuttals for evaluating a virtual assistant's conversation with a customer. It includes 9 parameters for the initial conversation and 4 categories of potential rebuttals with specific rebuttal questions under each: Need, Urgency, Trust, and Getting Past a Gatekeeper. For each parameter and rebuttal, the evaluation requires getting a response and assessing whether the assistant addressed the issue appropriately and transitioned smoothly.

Uploaded by

Senthil Kumar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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VIRTUAL ASSISTANT

Parameters Yes No N/A Remarks


1. Did agent provide his/her name?
2. Did agent asked how the customer is
doing?
*Must get a response.
3. Is agent talking to the business
owner?
*Must get response.
4. Must get a response.
*That’s a yes right.
5. Did the agent asked if the customer is
interested?
*Must get a response.
6. Did the agent asked perfect time for
appointment?
*Must get a response.
7. Did the agent set up the call back
correctly?
*Must get an answer.
8. *At least get an answer between the
two.
8.1 *At least get an answer between the
two.
9. Did the agent get the first and last
name and the name of the company?
*Must get an answer.
REBUTTALS
Rebuttals Yes No N/A
1. NEED Not Interested 1
 Did the Agent give the
appropriate rebuttal?
 Did the Agent get an
answer?
Not Interested 2 (General
Response)
 Did the Agent give the
appropriate rebuttal?
 Did the Agent get a
response?
 Did the agent transition
to the script smoothly?
I already tried a virtual
assistant before
 Did the agent give the
appropriate rebuttal
politely and calmly?
 Did the agent transition
to the script smoothly?
2. URGENCY I don’t have time for this
 Did the agent give the
appropriate rebuttal?
 After rebuttal, did the
Agent transition to the
script smoothly?
REBUTTALS

3. TRUST Where did you get my name?


 Did the Agent give the
necessary information for
the query?
 Did the agent transition to
the script smoothly?
Why do you need to know my
information?
 Did the Agent give the
appropriate reason for
calling?
 Did the agent solve the
customer’s concern?
 Did the agent transition to
the script smoothly?
Any type of buying question
 Did the Agent give the
appropriate rebuttal?
 Did the Agent answer any
queries about the service?
 Did the agent transition to
the script smoothly?
4. GETTING
PAST A Who is this?
GATEKEEP
ER
 Did the Agent give a clear
audible answer?
What company are you calling
from?
 Did the Agent give a clear
audible answer?
 Did the agent transition to
the script smoothly?

REBUTTALS
REBUTTALS
Who do you want to speak to?
 Did the agent politely
answer the question?
 Did the agent transition to
the script smoothly?
What is this about?
 Did the Agent give the
necessary information to
the query?
 Did the agent transition to
the script smoothly?
The business owner is not
available
 Did the Agent follow the
appropriate rebuttals?
 Did the Agent sound
persistent?
 Did the agent transition to
the script smoothly?
He is busy
 Did the Agent stress the
importance of the matter?
 Did the agent transition to
the script smoothly?
The owner is not interested
 Did the Agent stress the
importance of the matter?
 Did the agent transition to
the script smoothly?
Note: Tone of Voice when delivering rebuttals should sound confident.
Note: Dead Air is not allowed after delivering rebuttals go back to the
script.

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