Run Agent Script and Compliance Language Adherence Audit — Free

Audit Scope and Interaction Identification

Interaction record identified and reviewable critical (required)

Verify the call, chat, or voice interaction is complete, audible/readable, and available for review.

Yes No N/A

Agent, date, and interaction type documented

Record the agent name or ID, interaction date/time, and channel type.

Applicable script or compliance version confirmed

Identify the approved script, disclosure set, or policy version used for the interaction.

Regulatory or policy framework applicable to the interaction

Select the framework(s) that governed the interaction.

Note (optional)

Required Opening Disclosures

Agent identified themselves and organization correctly critical (required)

Confirm the agent stated their name, role, and organization in the approved format.

Yes No N/A

Required disclosure delivered before proceeding critical (required)

Verify any mandatory disclosure, consent statement, or notice was delivered before the substantive interaction continued.

Yes No N/A

Disclosure content matched approved wording

Rate whether the wording matched the approved script without material omissions or unauthorized additions.

Note (optional)

Customer acknowledgment or consent captured when required critical (required)

Confirm the required acknowledgment, consent, or opt-in was obtained and documented when applicable.

Yes No N/A

Prohibited claims or misleading statements avoided critical (required)

Verify the agent did not make unsupported promises, guarantees, or statements that conflict with policy or regulation.

Yes No N/A

Script Adherence and Required Language

Required script elements delivered in the correct order

Assess whether the agent followed the approved sequence of disclosures, questions, and closing statements.

Note (optional)

Mandatory compliance language used verbatim or substantively equivalent critical (required)

Confirm required language was used as approved, with no material omissions or substitutions.

Yes No N/A

Unauthorized script deviations documented

Note whether any deviations occurred and whether they were approved, neutral, or problematic.

Yes No N/A

Escalation or transfer language used correctly when needed critical (required)

Verify the agent used the required escalation, hold, transfer, or supervisor-notification language when the situation required it.

Yes No N/A

Tone remained professional and non-coercive

Assess whether the agent maintained a professional tone and avoided pressure, intimidation, or misleading urgency.

Note (optional)

Regulatory Safeguards and Exception Handling

Required warnings or safety notices delivered when triggered critical (required)

Confirm any conditional warning, safety notice, or regulatory disclaimer was delivered when the interaction triggered it.

Yes No N/A

Agent responded appropriately to customer objections or questions

Rate whether the agent answered questions without deviating from approved language or creating compliance risk.

Note (optional)

Sensitive data handling followed policy critical (required)

Verify the agent did not request, disclose, or mishandle restricted personal or sensitive information.

Yes No N/A

Escalation criteria met and actioned when required critical (required)

Confirm any compliance issue, complaint, or exception was escalated according to procedure.

Yes No N/A

Documentation, Outcome, and Corrective Actions

Deficiencies or non-conformances recorded clearly

Summarize each deficiency with enough detail to support coaching or remediation.

Corrective action assigned for each failed critical item critical (required)

Confirm a corrective action, owner, and due date were assigned for every critical failure.

Yes No N/A

Overall audit outcome

Select the final audit result based on the observed adherence and any critical failures.

Note (optional)

Inspector signature critical (required)

Inspector attestation that the review was completed accurately.

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Run: Agent Script and Compliance Language Adherence Audit

Audit Scope and Interaction Identification

Required Opening Disclosures

Script Adherence and Required Language

Regulatory Safeguards and Exception Handling

Documentation, Outcome, and Corrective Actions

Get your results