Skip to main content
PRINT

Operator Call Review Form

MM slash DD slash YYYY
Name of Listener
Greeted the called clearly, kindly, and within the boundaries of provided script.
Let the caller speak without interruption, but control conversation
Express empathy early in the call - show care and concern
Communicates clearly early in the call
Use pleasant tones, courtesies
Explains reason for hold (use hold music)/thank caller for holding
On hold time was managed to a reasonable timeframe.
Acknowledge what the caller says
Obtain callers name, email, address, and phone number
Probing - obtain all information (don’t rush to close)
Communicates next steps/documentation
Obtain referral source

Schedule Appointment

Sell the firm and benefits (highlight firm strengths)
Clearly explained the reasons for rejection

Rejected Case (we can’t help them) / PC Rebuttals

Clearly explained the reasons for rejection
Provided a number for Bar Referral
If no consultation – asked reason for hesitation
Appropriately address PC rebuttals (if any)
Close the call - thank the caller

Summary