Run Counter Phone Greet and First Call Resolution Audit — Free

Audit Setup and Call Context

Store, date, and time of call recorded

Call scenario documented clearly

Note (optional)

Caller identity kept anonymous for mystery-call integrity critical (required)

The audit should preserve the mystery-call method and avoid revealing the caller's identity during the interaction.

Yes No N/A

Reference SOP or call quality standard noted

Enter the internal standard, script, or coaching guide used for comparison.

Phone Greeting and Professionalism

Answered within acceptable ring time critical (required)

Record the number of seconds to answer. Calls answered after 3 rings or more should be flagged for coaching.

Business name and department stated clearly critical (required)

The greeting should identify the store or company and, when applicable, the counter or parts department.

Yes No N/A

Professional tone and courteous opening used

Note (optional)

No rude, rushed, or dismissive language used critical (required)

Yes No N/A

Caller was not placed on hold without explanation critical (required)

If hold was necessary, the associate should explain why and provide an estimated return time.

Yes No N/A

Needs Discovery and Product Handling

Asked clarifying questions to identify the part need critical (required)

Examples include asking for year, make, model, engine, trim, side, dimensions, or other fitment details as needed.

Yes No N/A

Confirmed vehicle/application details before quoting critical (required)

Yes No N/A

Used accurate product lookup or catalog process

Note (optional)

Provided clear price, availability, or lead-time information critical (required)

Yes No N/A

Explained any limitations, exclusions, or uncertainty honestly

Examples include backorder status, fitment uncertainty, special-order terms, or the need to verify with a VIN or sample.

Yes No N/A

Note (optional)

First Call Resolution and Ownership

Resolved the request on the first call when possible critical (required)

If the issue could reasonably be handled during the call, the associate should complete the resolution without requiring a second call.

Yes No N/A

Avoided unnecessary transfers or repeated handoffs critical (required)

Yes No N/A

Took ownership of the issue and next step

Note (optional)

Provided a clear callback or follow-up commitment when needed

If the issue could not be completed immediately, the associate should state who will follow up, by when, and what information is needed.

Yes No N/A

Note (optional)

Follow-up expectation was specific and realistic

Note (optional)

Compliance, Documentation, and Closeout

Escalation used appropriately when required critical (required)

Escalate only when needed for pricing approval, fitment uncertainty, warranty questions, or policy exceptions.

Yes No N/A

Call notes or order notes documented accurately

Yes No N/A

Note (optional)

Closeout was polite and complete

Note (optional)

Corrective action or coaching opportunity identified

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Run: Counter Phone Greet and First Call Resolution Audit

Audit Setup and Call Context

Phone Greeting and Professionalism

Needs Discovery and Product Handling

First Call Resolution and Ownership

Compliance, Documentation, and Closeout

Get your results