Osiris Call Monitoring Definitions

Section 1 Call Opening

1 1.Did the Agent clearly introduced him /herself and the company?*

Did the Agent mention the name of the company along with his/her name while opening
the call clearly & audibly?
Did they use the time of the day to greet the customer (Good 'morning, afternoon etc /
how are you?)

1.2 Was a clear and concise reason for the call given?*

Did the Agent correctly describe the reason of the call and the customer seemed to
understand. I.e. Were key words such as Government scheme and write off large
percentage of your unsecured debts.

Did the Agent use word stress as well? Did the customer understand what the Agent
spoke about & purpose of the call.
1.3 Was the Agent prepared for the call?

Did Agent fumble while opening the call. Or sounded like s/he was not expecting the call
and sounded engaged.

Agent should sound confident & lively while opening the call.

1.4. Did the Agent gain customers interest, through language, tone, key
words?

Did the Agent use customers name or used appropriate terms to gain customers interest
even if it was a wrong number. Using word stress & emphasizing on particular words like
you, legally entitled, reduce. Monthly outgoing, putting money back into your pocket &
non borrowing solutions.

Section 2 Rapport and fact find

2.1Personalized approach to conversation i.e. using customer name?

Did the Agent use the customers name to personalise the call.

Did they make use of information that was casually mentioned on the call, or background
goings on?
Did the recognise and adapt effectively to apparent customers needs, through slowing
down, giving more direct information, or changing approach.

2.2 Effective use of open ended/probing questions?

Did Agent probe efficiently to get adequate information from the customer to clear
his/her doubts & to get a better understanding of what the customer meant.

Did the Agent do needs base analysis based on information gathered through the
conversation & qualifying questions to determine the correct program.
Did the Agent frame probing questions in such a manner that he received the desired
answer/response?

Rapport and fact find continued

2.3 Engages customer in two way conversation
Did the Agent acknowledge responses from the customer, move the call ahead without
losing control of the call.

Did the Agent attempt ice breaking questions & built rapport involving the customer in
the conversation making the customer feel comfortable.

2.4Demonstrates understanding of customers situation/needs/concerns?

Uses appropriate phrases/acknowledgements for the customer with appropriate tone of

voice.

Shows empathy t suitable points, demonstrates genuine concern.

 Correctly understands the customers situation, matching benefits/features/advantages
to customers circumstances .

Answers questions honestly, does not avoid giving details needed to support a solid lead.

2.5 Makes use of information obtained to drive call to best product

match*

Ensures all the information needed to make the correct product/service choice has been
gathered and confirmed.

Identifies and pitches the correct company based on the information gathered.
Effectively used information obtained to explain the advantages of the best matched
product/service.

2.6 Listens and acknowledges customer as appropriate

Actively listens & does not ignore customers emotions displayed in the call.

Did the Agent acknowledge the customer at the right time with the using empathy and
tone in their voice.

Agent does not use incorrect terminologies or jargons for acknowledgements.

Section 3 Features and Benefits
3.1 Uses correct branding of company and product customer qualifies
for?*

Correctly and clearly states the name of the company identifies, avoids abbreviations.

Reminds/repeats the company name as appropriate to support a solid transfer.

3.2 Confident, clear delivery of company and service customer qualifies

for (decision)*
Was the business of the identified company accurately described?

Was the customer correctly informed of who they were to be transferred to?

Uses tone and word stress to give a confident and assured impression

Avoids pausing/delay before making decision on best product/service match delivery. The
Agent has perfected the task of multi-tasking on the calls.

Features and Benefits continued......

3.3 Matches each product feature to a customer benefit - personal to
customer

Agent utilises information received to match benefits to customer (avoids generic selling)

Uses follow-up or summary statements to give clarity and certainty (i.e. not just saying it
will save you money)

3.4 Clearly and succinctly discusses features relevant to customer

needs?*
Does not beat around the bush & gets straight to the point & does benefit selling and
feature selling.

Avoids over explaining, giving too much information at once, delivers each point in a
manner which to encourage the customer to listen.

3.5 Ensures customer understanding through acknowledgement and

supporting description

Makes sure that the customer understands by using simple terms (does not use jargons)
& relates it to the customers situation by using examples & short descriptions.
3.6 Summarizes Fact Find/customer circumstances*

Summarizes/Recaps the key figures back to the customer precisely (without altering
them)

Takes care not to confuse the customer by confirming figures repeatedly /changing
figures without explanation.

Delivers/re-confirms information in a logical order

3.7 Satisfies obvious customer information needs in order to move

call forward
Clears any doubts customer may have with correct information in such a way that
customer is satisfied & comfortable with the Agent moving the call ahead.

Does not ignore any queries by the customer & does not mislead the customer. (E.g.
credit rating will not be affected or interest rate & charges will be frozen)
Section 4 Rebuttal Management Poor, needs improvement,
satisfactory, good, excellent

4.1 How well did the Agent acknowledge the customers issue/concerns?

Did the Agent verbally reply appropriately i.e. timely, with empathy, in a receptive
manner, using an appropriate and useful response.
Did Agent apparently comprehend what the customer was concerned about and respond
to this concern i.e. did not reply to a different point, or avoid replying to what the
customer apparently wants to know about.

The Agent should not show avoidance or unwillingness to address concerns.

4.2 How effectively was the Agents utilisation of the FAQ & rebuttal
guide?

Was the Agent able to accurately use the pre-defined responses detailed in the training
material or guides.
If an alternative response, to those in the rebuttal guide, was used was it done with
success and flair.

The Agent should not mix-up or poorly deliver the response.

4.3 How well did they interpret/understand the customers misgiving(s)?

Did the Agent demonstrate a comprehension of what the customer was alluding to, was a
response given to this concern.

Was the Agent able to understand not just what the customer asked, but also what the
customer meant.
Did the Agent recognise and respond to signals from the customer that further
information was needed/enough information had been supplied.

Did the Agent respect the customers information needs and respond with useful
responses

4.4 How well did the Agent demonstrate they had confidence in their reply?

Was the tone and manner in which the response was given reflective of a knowledgeable
empathetic Agent?

Was the response spontaneous without undue hesitation

Did the Agent give a full answer and then move the call forward

The response given should be concise, must be accurate and informative

4.5 Did the Agent display a positive attitude during the exchange?

The Agent should remain entirely courteous and apparently glad to help

The Agent must not discourage the customer from asking questions, or requesting for
information to be repeated, either explicitly or indirectly i.e. rushing, giving vague
answers, giving the same reply in response to a repeat request.
The Agent should not show discouragement, instead take the opportunity to personalize
the call and overcome concerns by giving more information/assisting the customer to
understand

4.6 How effectively did the Agent move the call forward after addressing any
concerns?

Did the Agent accurately determine when it was apparent the call could politely be
moved forward

The Agent must not attempt to fob the customer off by simply telling them to ask any
questions to the Advisor at the Client.
Section 5 Effective close
5.1 Confident

Agent sounded self assured and positive when saying the name/service the customer
had qualified

Gave a decisive impression by avoiding fumbling, unnecessary hesitation or pausing

Did not rush while transferring the call or rush through the transfer.
Did the Agent ensure that it is a strong lead & not just a transfer?

5.2 Timely

When customer seems to be convinced, does not waste time in unnecessary explanation
& attempts to close it positively without wasting time.

Recognises buy in signals and moves call forward

5.3 Assumptive
Agent assumes the sale with confidence & assures the customers with his judgment that
the customer is going to be benefitted from the product/service.

The Agent must avoid assuming any figures, circumstances, answers, or permissions

5.4 Gains permission to transfer to identified provider?*

Seeks permission from the customer for him to be transferred to the company (Does not
rush through it & waits for positive permission)

Customer is clear on what they are giving permission for

5.5 Prepares customer for process i.e. hold/blank line/time frame

Informs the customer about the hold time (time frame) & that there would be no hold
music whilst getting the customer transferred & assures that Agent will come back to the
customer in case of extended delay.

5.6 Collects all information needed for transfer i.e. door number

Politely collects all necessary information other than mandatory information i.e.
Customers full name, contact number, door or house number or the first line of address &
post code before the customer is put on hold.
5.7 Politely re-joins call if hold time to service provider is extended

Keeps the customer informed in case if there any delay or a particular company is not
available & Agent needs to transfer the customer to another company.

Avoids sounding impatient, reassures customer.

Did the Agent close the call politely/positively?

Section 6 Quality call Transfer
6.1 Introduces themselves using their name and company name.
 Agent follows the verbiage as per the transfer script & mentions his/her name & this is
an OSIRIS lead

6.2 Delivers all required information before attempting transfer

Informs the Advisor (at the Client) of any information necessary to them for example:
customers name, contact no., first line of address (or house no/door no.) post code, if
customer is on any other DMP, number of creditors, monthly outgoing, net monthly
income, disposable(where applicable) & if customer is struggling or is a joint applicants if
applicable.

Creates a professional impression of themselves and Osiris

Does not rush or give more information than is needed (keeps customer on hold)

6.3 Clearly provides key information i.e. debt level

Correctly and logically provides the Advisor (at the Client) of total indebtedness and any
other information required by them.

Gives information with confidence

6.4 Ensures customer is speaking to provider before terminating call

Listens on line to make sure that the customer has been greeted by the Clients Advisor
and the customer has responded

Ensure that customer is online while transferring the call & do not transfer if customer
has disconnected. Should try & call the customer back & then get him connected

Section 7 Soft Skills Graded as Poor, needs improvement, satisfactory,

good, excellent

7.1 Opening

Did the Agent sound ready for the call i.e promptly greets the customer
 Was the customer greeted politely and, if used using the correct Good
morning/afternoon/eve according to the time of day
How was the branding , was it clear and accurately delivered
Did the Agent clearly and professionally introduce themselves
If customer not found did the Agent move the call forward immediately

7.2 Listening

Did the Agent respond appropriately/timely to comments/queries raised

Where appropriate did the Agent pick-up and use additional information given by
the customer
 Did the Agent positively acknowledge speech by the customer i.e yes, okay
How did the Agent respond to unrelated conversation
Did the Agent respond to non-verbal communication (like sighing, tutting,
hesitation)

Soft Skills continued.........

7.3 Pronunciation and Grammar

 Were sentences left incomplete diminishing the flow of the call
Were there incorrectly structured sentences/literal translations used
Were words incorrectly pronounced, causing a meaning to be lost or detriment to
customer understanding
Did the Agent demonstrate clear and articulate speech throughout the call
Demonstrates satisfactory use of word choice and range such that caller
maintains confidence in agents skill

7.4 Professionalism and courtesy

Did they use words please, thank you and may as and when required
 Were any silences explained/running commentary given
Did they unnecessarily place the customer on hold
Did the Agent avoid having to search for words/causing dead air was the flow
maintained
Were any non-English words communicated

7.5 Rate and volume of speech

Did the Agent sound too loud or too quiet (compared to the customer)
Did the Agent speak at a pace which caused the customer to ask for information
to be repeated/seem frustrated
 Was the Agent able to vary their delivery to give due emphasis/word stress to
important information
Did the agent make use of fillers or repeat words
Were there unnecessary/prolonged pauses

7.6 Product knowledge/description

Did the Agent give information about the products in a concise manner
Did the Agent correctly and fully answer the customers questions
Did the Agent sound comfortable/confident when describing the service/company
 Were follow-up/secondary questions asked to assist with indentifying the correct
product
Was useful summary information provided to aid customer understanding

7.7 Enthusiasm

Did the Agent sound bright and articulate their words

Did the Agent sound engaged
Did the Agent maintain an up-beat presence throughout the call (even if the
customer did not proceed with a product)
Was the Agent forth coming with information
 Did the customer have to repeat information because the Agent seemed
distracted

7.8 Helpfulness/Rapport Building

Did the Agent avoid over promising ie. Giving specific savings/times/definite
amounts whilst still being informative about what to expect
Was the Agent flexible in their approach to giving customer information i.e.
politely providing a different description if the customer did not understand
Did the Agent demonstrate patience (where appropriate)
Did the Agent affectively use tone and pitch to sound expressive/sincere
 Mandatory Factors for a Compliant Call*
1.1 Did the Agent clearly introduce him/herself and the company?
1.2 Was a clear and concise reason for the call given?
2.5 Makes use of information obtained to drive call to best product match
3.1 Uses correct branding of the company and product customer qualifies for?
3.2 Confident, clear delivery of company and service qualifies for ( decision)
3.4 Clearly and succinctly discusses features relevant to customer needs?
3.6 Summarises Fact Find/customer circumstances
 3.7 Satisfies obvious customer information needs, in order to move to
5.4 Gains permission to transfer to identified provider?

For a call to receive 100% grade for Compliance the above points must be marked as
Yes.