LL - Outbound Call Checklist

Outbound call checklist

Did the agent open the call by using the correct company name or indicate they represent Dr. Rosenberg?
Did the agent introduce themselves by name?
Did the agent know the customer's order history before making the call?
Did the agent update the customer's profile with their first and last name and email address?
Did the agent inform the customer we were preparing their order and ask questions such as "What results are you looking for? What are you experiencing that made you purchase?"
Did the agent build the relationship by asking questions like "How did you hear about us? What other products have you tried with us?"
Did the agent recommend or suggest other products to complement what they ordered?
Did the agent have important product and order information to refer to as needed? ie; faqs, helpdesk, ingredients, usage, delivery info, total, taxes, etc. during the call.
Was the agent friendly, upbeat, and personable during the call?
Did the agent advise the customer of our 365-money-back guarantee return policy?
Did the agent receive verbal authorization to place the order?
Did the order contain only the items the customer requested to be charged for?
Was the agent able to address any questions or concerns the customer had?
Was the customer happy with the outcome, overall was it a positive interaction?
Did the agent recommend a follow-up call or email to check on the customer's results?
Did the agent make a value/appreciation statement to the customer? ie; "We appreciate your order", or "We value your business"
Did the agent thank the customer for their order and close the call with the correct company name?
Did the agent add the appropriate tag in Zoho?
Did the agent make appropriate notes in Zoho?
Did the agent communicate customer service-related needs via the help channel?
Was the call, message, or email visible in the HeroCo interface?

***Side note***

Use keywords such as

“Additional” and “Authorize”