Show no competency or does not demonstrate the action/task
1 pts
Shows little competency or demonstrates very few actions
2 pts
Show good competency. Demonstrates appropriate actions/tasks
3 pts
Demonstrates complete competency. Demonstrates all appropriate actions/tasks
4 pts
How was the caller greeted by the CSR
Voice tone and inflection
Ability to listen to the caller and identify their need
The close of the call should wrap up the call
How long caller was on hold and/or transferred to another line