Staff member who made the test call

Call made to what office?

Phone numbers called?

Country from which you called

What was the time in Singapore?

From which device did you call?  Mobile phone Landline Laptop

Which network/service provider did you use? (e g mobile provider, Skype etc)

Call made during or outside office hours?  Within office hours Outside office hours

Staff 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 PLC?  Yes No

Did the staff member who took my call reply as per our standard calling policy?  Yes No

Did the staff member introduce himself or herself?  Yes No

On a scale of 1 (Satisfactory) to 5 (Excellent), was the staff who answered courteous and professional?
 Satisfactory Fair Good Great Excellent

Did the staff take my name and phone number and / or email address?  Yes No

Other remarks (if any)

Call transfers (if applicable)

Was my call transferred to another team member?  Yes No

If so, name of the staff who received the call transfer

Did the staff member who took my call replied as per our standard calling policy?  Yes No

Did the staff member introduce himself or herself?  Yes No

Was the staff who answered courteous and professional?  Yes No

Did the staff take my name and phone number and / or email address?  Yes No

If the call transfer was unsuccessful, did the person who originally answered your call pick up the line in a timely manner and assist?  Yes No

Other remarks (if any)

Service rating

On a scale of 1 (Satisfactory) to 5 (Excellent), overall rating of the reliability of the line used for the call?
 Satisfactory Fair Good Great Excellent

On a scale of 1 (Satisfactory) to 5 (Excellent), overall rating of staff #1 who answered the initial call?
 Satisfactory Fair Good Great Excellent

On a scale of 1 (Satisfactory) to 5 (Excellent), overall rating of staff #2 who received the call transfer?
 Satisfactory Fair Good Great Excellent

What did we do well?

What could we have done better?

Remarks