Call Assessment Report - Naseem Healthcare

Call Details

Call Type: Service Inquiry

Patient Status: New patient

Branch Discussed: Alcoor

Specialty Discussed: ENT

Services Discussed: Walk-in service

Patient Sentiment: Neutral

Overall Assessment: PASS

The agent scored 17 out of 20 possible points (85%), which is a passing grade.

Raw Score: 17

Total Possible: 20

Percentage: 85%

Evaluation Categories Scores by Category

100%

Opening

100%

Information

100%

Communication

100%

Efficiency

25%

Closing

Opening Metrics

Greeting

Clinic ID

Self Intro

Service Offer

Closing Metrics

Summary

Next Steps

Add. Help

Appreciation

Assessment Details

Strengths

Strong opening with proper identification
Clear communication about service availability
Offered alternatives when requested service was unavailable
Active listening throughout the call

Improvement Areas

Did not properly close the call with summary or appreciation
No clear next steps provided to caller

Training Points

Implement standard call closing procedure including summary and appreciation
Provide specific branch alternatives rather than asking if patient wants to check other branches

Service Gaps

ENT services unavailable at Alcoor branch
No immediate referral to branches with ENT services

Code of Conduct Compliance

Privacy Breach: No violation - No patient information was disclosed inappropriately
Unprofessional Behavior: No violation - Staff maintained professional tone throughout call
Medical Misinformation: No violation - No medical advice or information was provided
Refused Service: No violation - Staff appropriately explained service unavailability and offered alternatives

Call Transcript

Hello, good morning. Thank you for calling Naseem Healthcare. My name is Alita. How may I assist you today? Yes, ma'am. Do you have a walk-in service for an ENT doctor? Yes, sir. What branch are you looking for? Alcoor branch. Alcoor branch. Okay. Sorry, sir. At Alcoor branch, we don't have any ENT doctors. Okay. Thank you, ma'am. Would you like to check with any other branches? No, no, no. Thank you.