Call Assessment Report

Call Details

Call Type: Other (Outbound marketing call)

Patient Status: Unknown

Branch Discussed: Assisiya

Specialty Discussed: Dental

Services Discussed: Dental offers

Patient Sentiment: Frustrated

Evaluation Categories Scores by Category

75%

Opening

50%

Information

Communication

Efficiency

Closing

Critical Issues ATTENTION NEEDED

Code of Conduct Violation

Unprofessional behavior - Personal comments and unprofessional language

Communication Failure

No active listening, unclear communication, improper language

Service Efficiency

No problem-solving attempted, ineffective call management

Caller Experience

Caller was confused and frustrated, requested not to be called again

Assessment Details

Improvement Areas

Improve communication skills to provide clear and concise information
Use professional language and avoid personal comments
Develop active listening skills to understand the caller's needs and concerns
Improve call management skills to effectively address the caller's inquiry

Training Points

Attend training sessions on communication skills and customer service
Review the clinic's policies and procedures for handling patient inquiries
Practice outbound call scripts and appropriate responses to objections
Receive coaching on professional communication standards

Service Gaps

Lack of clear information about dental offers at Assisiya branch
No clear process for handling reluctant or disinterested recipients of marketing calls
No appropriate script for outbound marketing calls

Code of Conduct Violation

Unprofessional behavior: The agent made personal comments and used unprofessional language during the call.

Evidence: Transcript shows unprofessional exchange and personal comments that violate company communication standards.

Required Action: Immediate coaching session on professional communication and review of code of conduct policies.

Urgent Recommendations

Schedule immediate one-on-one coaching with the agent to address the issues identified
Provide refresher training on outbound call procedures and professional communication
Review and update outbound marketing call scripts to ensure clarity and professionalism
Follow up with the caller to apologize for the unprofessional experience
Consider temporary reassignment of the agent from outbound calls until training is completed

Performance Comparison

Category	This Call (25%)	Team Average	Gap
Opening Protocol	75% ★★★☆☆	80% ★★★★☆	5%
Information Accuracy	50% ★★☆☆☆	85% ★★★★☆	35%
Communication Quality	0% ☆☆☆☆☆	90% ★★★★★	90%
Service Efficiency	0% ☆☆☆☆☆	85% ★★★★☆	85%
Call Closing	0% ☆☆☆☆☆	75% ★★★☆☆	75%
Overall Score	25% ★☆☆☆☆	83% ★★★★☆	58%

Call Transcript

Hello, Walekum Asalaam Sir. Sir, this is Alita from Naseem Healthcare. Why? Why you call me? Sir, we have received a number regarding some interest in our dental offers at Assisiya branch. I have not dangerous offer, so you cannot call me my mobile. Understand? Ok Sir, then it's fine Sir. Thank you. thank you okay thank you you do not call me my mobile another time I know that you are intelligent girl take a say you are 10l and you are very intelligent we cannot call my mobile because I tell you I said this is regarding our dental opposite as Asia branch I am calling from Nassim healthcare actually okay we have a dente clinic located at as he says when my when my necessary you dangerous offer so i can receive and i call you he did not call me understand okay sir do not call another person uh sure sir okay thank you so you are girl or you are respect person understand sorry sir I couldn't get you ok thank you so much do not disturb any person or anyone ok sir thank you so much best of luck you too sir bye ok thank you

Call Assessment Report - Failed Call

Overall Assessment: FAIL

Call Details

Evaluation Categories Scores by Category

Critical Issues ATTENTION NEEDED

Code of Conduct Violation

Communication Failure

Service Efficiency

Caller Experience

Opening Metrics

Communication Metrics

Assessment Details

Improvement Areas

Training Points

Service Gaps

Code of Conduct Violation

Urgent Recommendations

Performance Comparison

Call Transcript