Call Quality Marking Form (Version 3)

This Call Quality Marking Form (Version 3) is designed for TT2 to assess and improve call handling across its customer contact operations. The checklist covers greeting standards, use of positive language, introduction and name verification, and Data Protection checks where required. It guides verification and authorization steps for lease and hire arrangements, Pay for Passage transfers, and consent to speak to representatives. It prompts effective questioning, confirmation of the caller’s needs, and application of TEXAS/BLAKE protocols when vulnerability or self-harm is mentioned. It checks accuracy of information provided on exemptions, appeals, payments, and pre-paid account setup, adherence to process and guidelines, appropriate discretion, and clear next steps. It includes prompts for product/service promotion, warm call closure, complete memo documentation, soft skills and professionalism, complaint handling using the HEAT model, and recording corrective actions across people, process, and systems. Sign-off by a Quality Assurance Lead and Team Leader is included.