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.
With SafetyCulture you can
Digitize team workflows
Turn your workflows into digital templates or checklists so your team can conduct inspections efficiently and access them from any device.
Reduce manual errors
Help your team complete tasks more accurately with digital templates that minimize errors from manual processes.
Create and share inspection reports
Generate inspection reports and share them with your team and stakeholders to keep everyone informed.
About author
This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.