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Confidential Supervisory Informational ReviewEntity Name:Prepared by:NLS/License Number:Date:Examiners should use this template to evaluate the entities' compliance with FD CPA, UDP, and state specific

How to fill out call review

How to fill out a call review:

1. Start by listening to the recorded call carefully. Pay attention to both the customer's comments and the agent's responses.
2. Take notes of any important details during the call, such as the customer's name, the purpose of the call, and any issues or concerns raised.
3. Evaluate the agent's performance based on specific criteria, such as their communication skills, problem-solving abilities, and adherence to company policies and procedures.
4. Provide constructive feedback to the agent. Highlight areas where they excelled and offer suggestions for improvement. Use specific examples from the call to support your feedback.
5. Rate the call using a standardized scoring system, if applicable. This can help in analyzing trends and identifying areas for training or process improvement.
6. Summarize the call review by highlighting the key takeaways and any recommended actions that need to be taken.

Who needs a call review:

1. Call center supervisors or managers: Call reviews are essential for evaluating the performance of agents and providing them with feedback and guidance for improvement.
2. Quality assurance teams: Call reviews help quality assurance teams monitor the efficiency and effectiveness of customer interactions and identify areas for improvement in training or processes.
3. Training departments: Call reviews provide valuable insights into training needs and areas where additional training or coaching may be required for agents.
4. Customer experience teams: Call reviews can contribute to understanding customer needs and preferences, identifying opportunities for enhancing the customer experience, and resolving any issues or complaints raised during calls.

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What is call review?

Call review is a process of evaluating and analyzing phone calls to assess the quality of communication and customer service provided.

Who is required to file call review?

Call review is typically required to be filed by businesses that are regulated by certain industries or have to adhere to specific compliance standards.

How to fill out call review?

To fill out a call review, one must listen to recorded phone calls, take note of key points, evaluate performance based on predetermined criteria, and provide feedback or recommendations for improvement.

What is the purpose of call review?

The purpose of call review is to ensure that customer interactions are handled professionally, accurately, and in accordance with company standards and regulations.

What information must be reported on call review?

Information that must be reported on call review includes caller information, call duration, issues discussed, resolutions provided, agent performance, and any follow-up actions required.