Handling Calls (Auto QA)
Auto QA – Definition Guide. Applies to all inbound and outbound calls unless otherwise stated. All scripts marked verbatim must be read word-for-word. Failure to meet these standards may impact your quality score.
This page is a complete QA scoring reference. Each question (Q1–Q31) covers a specific call-handling standard grouped into five sections: Call Opening, Customer Experience, Tactical Skills, Compliance, Data Maintenance, and Call Closing.
Call Opening
Q1 – Agent Introduction
At the start of every call, greet the caller, clearly state your first name, and identify the company using the correct branding (private label or third-party, depending on line of business).
| Pass | Fail |
|---|---|
| Polite, professional greeting with agent name and company/brand name | Skipping company name, missing self-introduction, or sounding rushed/monotone |
Q2 – Account Verification
Before discussing any account details, verify the caller by collecting:
- Full name
- Two verification points: address or phone number, plus date of birth or last four of SSN
All information must match what is on the account. Proceed only after verification is complete.
| Pass | Fail |
|---|---|
| Full name + two valid verification points collected before account discussion | Only one verification item, proceeding without verification, or asking unapproved questions |
Q3 – Acknowledgment of Reason for Call
Within the first 30 seconds, acknowledge or repeat the caller's reason for calling using friendly, supportive language. Do not jump into actions without first confirming what the caller needs.
- "Definitely, I can help you with that. Let me check the details so we can get this taken care of."
- "Of course, I'll be glad to help you with your request."
- "No problem at all, I can help out with that. Let me check your account."
- "Certainly, I can help you with your payment. Let me review the information."
- "Sure, I can help with that. Let me check and we'll go ahead from there."
- "My name is [name] from [company] and I am calling for [borrower name]."
- "To provide you with full information, can you please verify your [verification item]."
| Pass | Fail |
|---|---|
| Acknowledgment within 30 seconds, confirms caller's request, friendly tone | Ignoring stated reason, long silence, or jumping straight to verification/actions |
Customer Experience
Q4 – Supervisor or Escalation Request (Tracking Only)
This question tracks whether the caller requested a supervisor or escalation at any point. It does not impact the agent's score. Data is used to identify call drivers, detect recurring pain points, and improve processes. Agents should continue to follow standard escalation procedures regardless.
Q5 – Attempt to Resolve Before Escalation
If a caller requests a supervisor, make one reasonable attempt to understand the issue, gather information, de-escalate, and assist before escalating — unless policy or compliance requires immediate escalation. Do not argue, refuse escalation after a reasonable attempt, or delay excessively.
- "I understand your concern and I want to help resolve this for you. Let me review the details first."
- "Before I escalate this, let me see if I can help you with a solution."
- "I'd like to take a moment to understand the issue so I can try to help."
- "Let me review your account and see what options we have to address this."
- "I want to make sure I do everything I can to help before we move this to a supervisor."
| Pass | Fail |
|---|---|
| Acknowledges escalation request, makes clear attempt to assist or de-escalate, asks questions or reviews account first | Immediate escalation with no attempt to assist, ignoring the concern, sounding dismissive |
Q6 – Proper Call Escalation
When escalation is required, handle it professionally. Depending on supervisor availability this may mean a warm transfer, routing to the appropriate team, or scheduling a callback. Always communicate next steps clearly to the caller. Avoid blind transfers whenever possible.
Escalation is appropriate when: the issue cannot be resolved at the agent level, the caller insists after a reasonable attempt, or policy/compliance requires it.
Before escalating: verify the account if required, explain why escalation is necessary, and set clear expectations.
- "Based on my review, it looks like I need to transfer you to another team that can assist you further."
- "Before I connect you, let me verify your account and make sure I route your call to the correct person."
- "I'm going to go ahead and transfer you now so you can get someone who can assist you with this."
- "Is there any specific reason you need a supervisor so I can route your call appropriately?"
- "Depending on availability, I may need to schedule a callback, but I will make sure your concern is routed correctly."
| Pass | Fail |
|---|---|
| Explains reason for escalation, uses correct path, informs caller of next steps, handles transfer/callback per process | Blind or unexplained transfers, escalating without reviewing account when required, failing to set expectations |
Q7 – Professional Language and Tone
Maintain a professional, respectful tone at all times — regardless of the caller's behavior. Remain calm, use professional wording, and avoid confrontational or dismissive language.
Prohibited under any circumstances: profanity, sarcasm/mocking tone, overtalking/interrupting, raising your voice. Never say:
- "I don't know" | "That's not my job" | "Don't raise your voice at me" | "Calm down"
Recommended alternatives when unsure or needing time:
- "Let me check that information for you."
- "I will review this and provide you with an accurate answer."
- "I understand your concern and I am here to help."
| Pass | Fail |
|---|---|
| Calm and professional throughout, no prohibited phrases, allows caller to speak, uses solution-focused language | Any prohibited phrase, sarcasm, raised voice, talking over the caller |
Q8 – Hold Notification
Always notify the caller before placing them on hold. Ask for permission when possible, explain the reason, and use professional language. Never put a caller on hold without warning.
- "May I place you on a brief hold while I review your account?"
- "Please hold for a moment while I check that information for you."
- "Give me a minute while I look into this, I'll be right back."
| Pass | Fail |
|---|---|
| Caller notified before hold, clear and professional request, agent returns and resumes assistance | Placing caller on hold without warning, abrupt silence, repeated holds without explanation |
Q9 – Hold Time Violation
No single hold may exceed 2 consecutive minutes without an update. Before the 2-minute mark, return to the caller, acknowledge the wait, confirm you are still working, and ask permission to continue holding if needed. This is called refreshing the call.
- "Thank you for holding, I'm still working on your request and just need a few more minutes."
- "I appreciate your patience. I'm continuing to review this and may need to place you back on hold briefly."
- "Thanks for waiting. I haven't forgotten about you and I'm still checking the details."
| Pass | Fail |
|---|---|
| No hold exceeds 2 minutes without update, call is refreshed near the mark, caller reassured | Hold exceeds 2 minutes without return, failing to acknowledge extended wait, multiple long holds with no explanation |
Q10 – Empathy and Acknowledgment
Use at least one genuine, relevant empathy statement during the call. Empathy should be natural and sincere — not scripted or robotic. It can be expressed at any appropriate point.
- "I understand, and I'm sorry for the inconvenience this has caused."
- "That must be frustrating, and I appreciate your patience while I help you."
- "I'm sorry to hear that. I can imagine how frustrating this situation is."
- "I definitely understand, and I'm here to help get this resolved."
| Pass | Fail |
|---|---|
| At least one empathy phrase used, relevant to the situation, sincere tone | No empathy statements, sarcastic/dismissive delivery, over-apologizing without action |
Q11 – Tone, Clarity, and Pace
Speak clearly, calmly, and at a steady pace that the caller can follow. Adjust pace and tone to the caller's emotional state. Avoid rushing, mumbling, or using unnecessary jargon.
Best practices: pause between key points, ask if clarification is needed, slow down when explaining important information.
| Pass | Fail |
|---|---|
| Steady understandable pace, clear pronunciation, tone matches situation, explanations are easy to follow | Speaking too quickly, mumbled speech, unnecessary technical language, tone doesn't match situation |
Q12 – Dead Air and Call Flow
Silence must not exceed 10 consecutive seconds unless the caller is on a properly notified hold. Narrate actions while reviewing the account, provide brief status updates, and use hold if you need more time.
Dead air is: more than 10 seconds with no agent or caller speaking and no hold music.
Dead air is NOT: approved hold time with notification, or the caller speaking uninterrupted.
| Pass | Fail |
|---|---|
| No silence exceeds 10 seconds, caller is kept informed, conversation flows naturally | Dead air longer than 10 seconds, extended silence without explanation, agent appears disengaged |
Tactical Skills
Q13 – Account Status Disclosure
When relevant to the call, clearly state the caller's account status including current or past due balance, payment status, and next due date. Use simple, direct language — callers rely entirely on how you explain this.
Important: Failure to disclose account status when required can result in an auto-fail on related questions.
- "Your account is current and in good standing. Your next due date is [date]."
- "Right now, your account shows a past due balance. You are behind for a total of [amount]."
- "Your account has a zero balance — a payment was received and your account is already paid off."
- "You have a pending balance of [amount], and your next pay date is [date]."
- "I see your account is behind for a total past due of [amount]."
| Pass | Fail |
|---|---|
| Accurate account status provided when relevant, balances and dates clearly explained, NPD shared when applicable | Omitting status, vague balance info, confusing language, missing due dates |
Q14 – Total Past Due Payment Attempt
If the account is past due, first attempt to collect the full past due amount before offering alternatives. State the amount clearly, ask if they can pay in full, and explain that doing so brings the account current. Use respectful, non-aggressive language.
- "Are you able to pay the full past due amount today to bring the account current?"
- "Can you make the total past due payment on this call so we can update your status to current?"
- "Are you comfortable paying the entire amount that's due so we can bring the account current?"
| Pass | Fail |
|---|---|
| Clearly asks for full past due amount first, amount is stated accurately, professional and compliant language, before offering alternatives | Skipping full past due request, offering a plan before asking for full payment, aggressive or unclear language |
Q15 – Objection to Full Past Due Payment (Tracking Only)
Tracks whether the caller objected to paying the full past due amount. Does not affect the agent's score. Data is used to understand payment resistance trends. If an objection occurs, remain professional and empathetic, then follow approved next steps.
Q16 – Alternative Payment Options
When a caller declines the full past due amount, ask probing questions, then offer appropriate alternatives. Options may include partial payments, payment plans, deferrals, or modifications depending on line of business eligibility. Never stop after a declined full payment attempt.
- "If paying in full is not an option, can you make a partial payment today?"
- "We have other payment options. How much can you pay right now?"
- "Another option is to split the balance into two payments. Would that work for you?"
- "If eligible, we can offer an extension or deferral and schedule the remaining balance."
- "How much can you pay today, or can we schedule a payment for a future date?"
| Pass | Fail |
|---|---|
| Offers alternatives after objection, asks probing questions, explains options clearly, options align with line of business rules | Failing to offer alternatives, unapproved or incorrect options, vague terms, sounding dismissive |
Q17 – Reason for Delinquency
When an account is past due, ask the caller why the payment was missed, listen without interruption, and notate the most accurate delinquency reason in the system. If the caller already volunteered the reason, confirm it: "I will notate that the reason payments have not been made is [reason] — is that correct?" Select the closest available option if an exact match isn't available.
- "May I ask what caused the delay in your payment?"
- "Was there anything in particular that prevented you from making the payment on time?"
- "Is there any specific reason why this payment is behind?"
- "Can I notate the account with the reason for the missed payment?"
| Pass | Fail |
|---|---|
| Asks for reason when past due, documents reason clearly, selects appropriate delinquency category, respectful tone | Failing to ask, not documenting reason, judgmental language, selecting incorrect reason |
Q18 – AutoPay Offer
If the borrower is not enrolled in AutoPay, offer it on eligible accounts. Explain how it works (automatic monthly deductions), and disclose any applicable incentive.
- "Would you like to set up AutoPay so your payment is automatically deducted from your bank account each month?"
- "We offer recurring payments through AutoPay, which can help prevent missed payments."
- "AutoPay allows for automatic deductions each month, and there may be an incentive available for enrolling."
| Pass | Fail |
|---|---|
| Offers AutoPay on eligible accounts, explains how it works, discloses incentive when applicable | Failing to offer AutoPay, omitting incentive disclosure, incorrect information, sounding rushed |
Q19 – AutoPay Acceptance (Tracking Only)
Records whether the customer accepted the AutoPay offer. Does not affect the agent's score. Used to measure adoption rates and evaluate AutoPay offer effectiveness at the program level. Agents should offer AutoPay as required and respect the customer's decision.
Q20 – Self-Service Tools and Online Resources
When appropriate, mention available self-service options such as the online portal, website, or mobile app. Briefly explain what the customer can do with these tools. Customers should be made aware even if their issue was already resolved on the call.
- "You can check your account online through our website or portal at any time."
- "We also have an app where you can view your account information."
- "You can check balances, payments, and due dates through the online portal."
| Pass | Fail |
|---|---|
| Mentions at least one self-service option, explanation is clear and relevant, supports FCR | Failing to mention self-service when applicable, vague or incorrect information, over-explaining |
Compliance
Q21 – Call Recording Disclosure (Verbatim)
Required script — read exactly as written:
"This call may be recorded or monitored for quality assurance purposes."
Any deviation — paraphrasing, omission, partial reading, or inaudible delivery — results in an automatic failure. If unsure whether you already read it, read it again.
Q22 – Mini Miranda Disclosure (Verbatim)
Required when: account has been verified AND days delinquent > 0 AND line of business requires it. Must be delivered before disclosing account information. Use the correct version based on caller type.
Account Holders:
"This is an attempt to collect a debt by a debt collector, any information obtained will be used for that purpose."
Authorized Third Parties or Special Handling:
"You are speaking with a debt collector and any information obtained will be used for that purpose."
Any deviation, omission, paraphrasing, or wrong version results in a failure. If unsure whether the Mini Miranda applies, pause and confirm before proceeding.
| Pass | Fail |
|---|---|
| Correct version read word-for-word, clearly audible, delivered at the correct point in the call | Paraphrasing, wrong version, skipping disclosure, unclear/incomplete delivery |
Q23 – ACH Payment Authorization (Verbatim)
When processing a payment, read the ACH authorization script verbatim and obtain a clear verbal "yes," "I agree," or "correct" before proceeding. Responses such as "mhm," "uh huh," or silence are not valid. The checking account must belong to the caller.
Required elements: caller's name, full date, payment amount, last four digits of checking account, name on checking account.
Required script:
"Mr./Ms. [customer's name], on today's date [Weekday, Month, Date, Year], you authorize us to use your check information and make a one-time ACH transfer or a check transaction in the amount of $[amount] from checking account ending in [last 4 digits] under [name on checking account] to be applied to your Mosaic account. Is this correct?"
If authorization is unclear or incomplete, do not proceed. Re-read the script and obtain explicit confirmation.
| Pass | Fail |
|---|---|
| Script read word-for-word, all required details stated accurately, caller gives a clear "yes," payment processed only after confirmation | Paraphrasing, missing details, proceeding without clear "yes," using a bank account not belonging to the caller |
Q24 – R Code Selection and Call Disposition
At the end of every call, select the correct R code and enter detailed notes in both Interlink/Client Central/ConcordLink and Genesys.
| R Code | When to Use |
|---|---|
| R1 – Payment Made | Payment successfully processed during the call |
| R2 – Left Message | Voicemail or message left for the borrower |
| R3 – Special Review Tier | Account requires escalation or special handling |
| R5 – Contact Made | Direct contact made with borrower or authorized party, no payment completed |
| R6 – No Contact No Message | No contact made and no message left |
| R0 – Not Called | No outbound attempt made |
Notes must: clearly summarize the call outcome, support the R code selected, include any commitments, objections, or next steps, and be detailed enough to support audits and follow-ups.
| Pass | Fail |
|---|---|
| Correct R code selected, notes support the code, complete and accurate, entered in all required systems | Incorrect code, missing/vague notes, notes don't align with code, code entered in only one system |
Q25 – Probing Questions and Regulation F Compliance
When a caller states it is not a good time to speak, ask probing questions to identify acceptable communication parameters, document them, and end the call professionally. Do not continue collection attempts during the same call after this point.
Required actions:
- Ask if there is a better time to call back
- Ask if there is an alternate phone number
- Confirm preferred days or time windows when applicable
- Document all preferences in all required systems
If a customer says it's not a good time, do not push the conversation. Ask the required probing questions, document the response, and conclude courteously. Proper handling protects both the customer and the organization.
| Pass | Fail |
|---|---|
| Asks appropriate probing questions, documents preferences accurately, ends call politely, future contact can be made in compliance | Failing to ask follow-up questions, continuing the call without respecting the request, not documenting preferences, vague notes |
Q26 – Dispute Documentation and Escalation
If a caller disputes a charge or does not recognize the account, you must document the dispute and initiate the required escalation, including submitting a Customer Request Form (CRF) when applicable. Confirm to the caller that the dispute has been recorded and provide clear next-step expectations.
- "I understand you do not recognize this account, and I will notate a dispute on the account."
- "I have placed a dispute on the account and will escalate this for further review."
- "I have notated the dispute on your account and submitted the request to the appropriate team."
Any time a caller disputes a charge or does not recognize the account, documentation and escalation are mandatory. Always confirm the dispute has been recorded and provide clear expectations before ending the call.
| Pass | Fail |
|---|---|
| Dispute acknowledged, documented clearly, CRF submitted when required, caller informed of escalation with clear next steps | Failure to document, no escalation/CRF when required, vague notes, telling caller issue will be handled without confirming action |
Q27 – AutoPay Authorization Script (Verbatim)
When the caller accepts AutoPay enrollment, read the full authorization script verbatim and obtain a clear "I agree" before completing setup. Responses such as "yes," "mhm," "okay," or silence are not valid. Send a confirmation letter to the consumer after activation if applicable.
Required elements: customer full name, bank name, account type, routing number, account number, authorization date, monthly payment amount, draft date, Concord account number, interest rate reduction disclosure (if applicable).
Required script:
"You, [CUSTOMER NAME], are the authorized owner of [BANK NAME], [CHECKING/SAVINGS] account with a routing #[XXXXXXXXX] and account #[XXXXXXXXXX].
Today, [DATE], you authorize payments of $[XXXX.XX] to be withdrawn from that bank account every month on the [Xth/nd] or next business day and applied as payment on your account #[XXXXXXXX] with [Company Brand].
You may revoke this authorization at any time by phone or by writing to us; however, 3 business days' notice is required to cancel a pending payment.
Our phone number for consumer inquiries during normal business hours is [###-###-####].
Please confirm your authorization by saying, 'I agree'."
| Pass | Fail |
|---|---|
| Script read word-for-word, all details disclosed, caller clearly states "I agree," AutoPay set up only after authorization, notes reflect enrollment | Paraphrasing/skipping any part, missing disclosures, proceeding without "I agree," activating without verbal authorization |
Data Maintenance
Q28 – Additional Contact Information Update
Ask the caller if their contact information is current and offer to update or add phone numbers, email addresses, or mailing addresses. Always confirm permission before making any updates. We recommend doing this right after the verification process.
- "Is this the most updated contact number for you, or would you like me to update your records?"
- "Would you like to proceed with updating your contact details, such as your phone number or email?"
- "Is it okay if I update your records with this new information?"
- "Would you like me to add this cell phone number or an additional email address to your account?"
| Pass | Fail |
|---|---|
| Asks if contact info is current, offers to update, obtains permission, accurately documents changes in all required systems | Failing to ask, updating without permission, incomplete documentation, ignoring outdated details mentioned by caller |
Call Closing
Q29 – Call Recap and Next Steps
Before ending the call, provide a brief recap of what was completed and any next steps. The caller should leave with a clear understanding of the outcome. Do not rush the caller off the line without confirmation.
- "So just to summarize, today we reviewed your account and addressed your request."
- "As a summary, we took care of your payment and reviewed your account status."
- "Let me give you a quick recap before we disconnect."
| Pass | Fail |
|---|---|
| Clear recap before ending, actions accurately summarized, next steps explained when applicable, caller not rushed | Ending the call without a recap, failing to explain next steps when follow-up is needed |
Q30 – Offer of Additional Assistance
Before ending the call, explicitly ask if the caller needs help with anything else and confirm their inquiry is fully resolved. This is required to support first call resolution.
- "Is there anything else I can help you with today?"
- "Do you have any other questions or concerns I can assist you with?"
- "Anything else we can do for you today?"
| Pass | Fail |
|---|---|
| Agent explicitly offers additional assistance, caller given opportunity for follow-up questions, call not ended abruptly | Ending without offering additional help, assuming issue is resolved without confirmation, rushing caller |
Q31 – Positive and Courteous Call Closing
Close every call with a positive, professional, and courteous closing statement. Thank the caller for contacting the company and ensure they feel appreciated before disconnecting.
- "Thank you for calling, and have a great day."
- "It was a pleasure to help you today. Take care and have an excellent day."
- "We appreciate your call. Thank you for being part of [brand]."
- "Thanks for calling, and please feel free to call back if you have any concerns."
- "We appreciate you calling today. Take care."
A strong closing is just as important as a strong opening. Always end with courtesy and appreciation.
| Pass | Fail |
|---|---|
| Agent thanks the caller, courteous and positive phrase used, professional and friendly tone throughout closing | Ending abruptly, no closing or thank you, unprofessional or rushed tone |
Back to: Call Communication Tasks · See also: Payment Disclosure Scripts