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 phoneLandlineLaptop

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

Call made during or outside office hours?Within office hoursOutside 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?YesNo

Did the staff member who took my call reply as per our standard calling policy?YesNo

Did the staff member introduce himself or herself?YesNo

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

Did the staff take my name and phone number and / or email address?YesNo

Other remarks (if any)

Call transfers (if applicable)

Was my call transferred to another team member?YesNo

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?YesNo

Did the staff member introduce himself or herself?YesNo

Was the staff who answered courteous and professional?YesNo

Did the staff take my name and phone number and / or email address?YesNo

If the call transfer was unsuccessful, did the person who originally answered your call pick up the line in a timely manner and assist?YesNo

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?
SatisfactoryFairGoodGreatExcellent

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

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

What did we do well?

What could we have done better?

Remarks