Daily phone call testing checklist Day and time of the phone callStaff member who made the test callCall made to what office?Phone numbers called?Country from which you calledWhat was the time in Singapore?From which device did you call?Mobile phoneLandlineLaptopWhich network/service provider did you use? (e g mobile provider, Skype etc)Call made during or outside office hours?Within office hoursOutside office hoursStaff who answered the call:How long did I wait before the call was answered?Any technical issue faced before the call was answered, eg long wait without rings, call dropping?While waiting, did I hear the correct music and standard message of Healy Consultants Group?YesNoDid the staff member who took my call reply as per our standard calling policy?YesNoDid the staff member introduce himself or herself?YesNoOn a scale of 1 (Satisfactory) to 5 (Excellent), was the staff who answered courteous and professional? SatisfactoryFairGoodGreatExcellentDid the staff take my name and phone number and / or email address?YesNoOther remarks (if any)Call transfers (if applicable)Was my call transferred to another team member?YesNoIf so, name of the staff who received the call transferDid the staff member who took my call replied as per our standard calling policy?YesNoDid the staff member introduce himself or herself?YesNoWas the staff who answered courteous and professional?YesNoDid the staff take my name and phone number and / or email address?YesNoIf the call transfer was unsuccessful, did the person who originally answered your call pick up the line in a timely manner and assist?YesNoOther remarks (if any)Service ratingOn a scale of 1 (Satisfactory) to 5 (Excellent), overall rating of the reliability of the line used for the call? SatisfactoryFairGoodGreatExcellentOn a scale of 1 (Satisfactory) to 5 (Excellent), overall rating of staff #1 who answered the initial call? SatisfactoryFairGoodGreatExcellentOn a scale of 1 (Satisfactory) to 5 (Excellent), overall rating of staff #2 who received the call transfer? SatisfactoryFairGoodGreatExcellentWhat did we do well?What could we have done better?RemarksOK