Use Case: Used by QA & Compliance teams to evaluate phone sales calls based on compliance adherence.
TC
by Timothy Canlas
Total Score Summary
The Sales Call Compliance Scorecard provides a comprehensive evaluation of compliance adherence during customer interactions. Each category contributes to the overall assessment, with a maximum possible score of 100 points.
Disclosures & Transparency
Transparency in sales calls is crucial for compliance. Representatives must clearly communicate all required disclaimers, properly identify themselves and their company, and ensure all communications adhere to regulations like TCPA and GDPR.
Script Adherence
Approved Script Adherence
Sales representatives must follow company-approved scripts without deviation that could create misleading claims or introduce pressure tactics that could violate compliance standards.
Pricing & Payment Terms
Clear and accurate communication of pricing structures and payment terms is essential to maintain transparency and avoid potential compliance issues.
Customer Consent & Opt-Out
Explicit Consent
Representatives must obtain clear permission from customers before proceeding with sales discussions, especially when discussing sensitive information or services.
Clear Opt-Out Options
Customers must be informed of their right to opt out of the discussion at any point, and representatives must honor these requests immediately.
No Misleading or Aggressive Tactics
1
Avoiding Exaggeration
Sales representatives must never make claims that cannot be substantiated, such as promising "guaranteed results" or other absolute outcomes.
2
Professional Conduct
Maintaining professionalism throughout the call and avoiding high-pressure tactics helps ensure customer comfort and compliance with ethical standards.
Data Handling & Privacy
Necessary Data Collection
Only collecting required information and avoiding unnecessary requests for sensitive personal data protects both the customer and the company.
Data Security Compliance
Representatives must adhere to all company data security policies, including avoiding unauthorized sharing or improper storage of customer information.
Call Closing Compliance
Summary of Terms
Before concluding the call, representatives must provide a comprehensive summary of all key terms and conditions to ensure customer understanding.
Final Questions
Representatives should explicitly ask if customers have any questions or concerns about the terms and conditions before finalizing any agreement.
Proper Documentation
All confirmations and clarifications should be properly documented in the customer's record.