Check every call against your rules, not 2% of them

What does the customer want to do about their service or contract? Choice

Read the whole conversation and go by the customer's clearest statement about ending their service or contract. A request to cancel an appointment, an order or one add-on is not a request to end the service. Pick one option.

• Clear request to cancel The customer says they want to end the service, close the account or leave, in any words, at any point in the conversation.
• Considering leaving The customer asks what cancelling would cost or involve, or says they are thinking of leaving or looking elsewhere, without saying they want to cancel.
• Wants a different plan The customer wants a cheaper, smaller or different package from the same business, and does not want to leave.
• Cancel an appointment, order or add-on The customer wants to cancel one appointment, order, booking or add-on, and keeps the service.
• No cancellation intent The customer says nothing about leaving, cancelling anything or changing plan.

What main reason does the customer give for wanting to cancel? Choice

Pick the reason the customer gives most weight. Go only by what the customer says; do not guess a reason from the account or the plan. If the customer gives no reason, or never asks to cancel, pick No reason given.

• Price or a price rise The bill is too high for what they get, went up, or a promotional price ended.
• Cannot afford it The customer says they cannot pay, for example after losing income, rather than that the price is poor value.
• Found a better deal elsewhere The customer names or describes an offer from another provider as the reason.
• Faults or poor service Outages, slow speeds, failed repairs, or poor handling of earlier contacts.
• Moving home The customer is moving to an address where they will not take the service, or that the business does not serve.
• Not using it The customer no longer needs or uses the service.
• Account holder has died The caller is ending the service because the account holder has died.
• A change they did not agree to The customer says the business changed the contract, the price or the service without their agreement.
• No reason given The customer gives no reason, or never asks to cancel.

Does the agent make a retention offer to keep the customer? Yes / No

Count any discount, cheaper or different package, credit, free period or extra offered to persuade the customer to stay. Telling the customer about their options when they ask is not an offer. Yes: The agent offers at least one discount, package, credit, free period or extra to keep the customer. No: The agent makes no retention offer, or there is no agent in the conversation.

Does the agent keep offering or arguing for staying after the customer declines an offer or repeats that they want to leave? Yes / No

Does the agent make another offer, repeat one, or argue for staying after the customer has refused? Our rule allows one retention offer; once the customer declines it or repeats that they want to leave, the agent stops offering and processes the cancellation. A refusal is the customer turning down an offer, or saying again that they want to leave after the agent has tried to keep them. Accepting an offer, saying maybe, asking what cancelling would cost, or never asking to leave is not a refusal. If the customer never refuses, the answer is No. A pitch is anything the agent says after a refusal to keep the customer: a new offer, the same offer again, a warning about what they will lose, or asking whether they are sure together with a reason to stay. Processing or refusing to process the cancellation, confirming the date and charges, or offering help with the final bill is not a pitch. One pitch after a refusal is enough for Yes, however short the conversation. Yes: After a refusal, the agent makes at least one more offer or argues for staying. No: The customer never refuses, or after every refusal the agent only processes, confirms or closes the request.

Does the agent put a hurdle in the way of the customer's request to cancel? Yes / No

A hurdle is any of these: saying they cannot process the cancellation; transferring the customer, or asking them to call back, write in, or use a website or another team to cancel; requiring a reason, or requiring the customer to hear an offer, before processing. Whether a charge the agent states is in the customer's contract is checked elsewhere. A transfer or another channel the customer asks for is not a hurdle. Retention offers on their own belong to the question on pitching after a refusal, not to this one. Yes: The agent puts at least one such hurdle in the way of the request. No: The agent puts no such hurdle in the way, or the customer never asks to cancel.

How does the conversation end for the customer's request to cancel? Choice

Judge where the request stands when the conversation ends. Pick one option.

• Cancellation done or booked The agent confirms the cancellation is processed or booked, with the date it takes effect.
• Clear next step the customer agrees to The customer is told exactly what happens next to complete the cancellation and agrees, and does not have to ask to cancel again.
• Transferred The customer is passed to another team or queue before the cancellation is done.
• Told to contact again The customer is asked to call back, write in or use another channel to cancel.
• Customer chose to stay The customer accepts an offer or decides to keep the service.
• Ended with no outcome The conversation ends or drops with the request neither done, booked, handed on nor withdrawn.
• No request to cancel The customer never asks to cancel the service.

Does the agent explain what the customer will pay on leaving? Choice

Consider early termination fees, the final bill and charges for equipment that is not returned. Pick one option.

• Charges explained The agent states the amounts, or the rule for working them out, for the fees, final bill or equipment charges that apply.
• Said none apply The agent says no fee or further charge applies, and says nothing more.
• Not mentioned The customer is leaving and the agent says nothing about fees, the final bill or equipment.
• Customer is not leaving The customer stays, or never asks to cancel.

Does the customer express dissatisfaction with how their request to cancel is handled? Yes / No

Count dissatisfaction in any words with the offers, the transfers, the waiting, the repetition or the agent's handling of the request. Dissatisfaction only with the price or the service they are leaving does not count here. Yes: The customer says, in any words, that they are unhappy with how the request is being handled. No: The customer expresses no dissatisfaction with how the request is handled.

Does the agent log a complaint about the handling and give the customer the complaint route the rules require? Yes / No

Use the complaint route in the rule set for the market field. An apology on its own is not a complaint route. Yes: The agent says the complaint is logged and gives the route the market's rules require. No: The customer is unhappy with the handling and the agent does not log it, or gives no route or only part of it; or the customer makes no complaint about the handling.

Is this a call where the agent offers, sells or signs the customer up to a product or plan? Yes / No

Count calls where a product or plan is described, offered or signed up, whether or not the customer agrees. Yes: The agent describes, offers or signs the customer up to a product or plan. No: The call is only about service, billing, a fault or an existing plan, with nothing offered. The disclosure questions then have nothing to check.

Does the agent give the opening statements the rule set requires before describing any product or its benefits? Yes / No

Use the opening item of the rule set named in the rule_set field, such as the agent's name and company, a recording notice or a sales call notice. A recorded announcement quoted in the transcript counts. Order matters: each opening statement must come before the agent starts describing a product, a price or a benefit. Yes: Every opening statement the rule set requires is given, and before any product is described. No: An opening statement is missing, or comes only after the agent has started describing a product or its benefits.

Does the agent state the price the customer will pay, in the form the rule set requires? Yes / No

Use the price item of the rule set, such as a monthly price and whether taxes are extra, or unit rates and standing charges. Yes: The price is stated in the form the rule set requires. No: No price is stated, or only part of it, for example a saving without the price it comes off.

How does the agent explain what the price depends on and when it changes, as the rule set requires? Choice

Use the price conditions item of the rule set, such as how long a promotional price lasts and the price after it, a discount that depends on autopay or paperless billing, a price rise during the contract, or whether an energy tariff is fixed or variable. A vague reassurance in answer to the customer's question does not count as an explanation. Pick one option.

• Conditions explained The price as sold has a condition or a change the rule set names, and the agent explains every one of them.
• A condition left out The price as sold has a condition or a change the rule set names, and the agent leaves at least one out or answers a question about it with a vague reassurance.
• No condition in the call Nothing said in the call shows the price has a promotion, a discount condition, a planned change or, for energy, a tariff type to state.

Does the agent state the contract length, or that there is no fixed term? Yes / No

Use the contract length item of the rule set. Yes: The agent states the term, or says there is no fixed term. No: The agent says nothing about the contract length.

Does the agent explain what it costs to leave early, or say that nothing does? Yes / No

Use the exit terms item of the rule set, such as early termination fees, device balances or charges for equipment not returned. Yes: The agent explains the exit costs the rule set requires, or says there are none. No: The agent does not state the exit terms, or dodges a question about them.

Does the agent tell the customer about their right to cancel after agreeing, as the rule set describes it? Yes / No

Use the right to cancel item of the rule set, such as a 14-day cooling-off period or a 30-day guarantee. Explaining how to leave later with a fee is not the right to cancel. Yes: The agent states the right to cancel as the rule set describes it. No: The agent does not state it, or states it wrongly.

Does the agent offer or point to the documents the rule set requires before the customer agrees? Yes / No

Use the documents item of the rule set, such as a broadband facts label, a contract summary or principal terms. Yes: Each document the rule set names is offered, sent, reviewed or pointed to before the customer agrees. No: A required document is not mentioned, or only after the customer has agreed.

How does the customer answer when asked to agree to the sale? Choice

Judge the customer's final answer to the sale. Go by what the person says about who they are; whether they are the account holder is checked by code. Pick one option.

• Clear yes The customer agrees to the product as described, without doubts or conditions.
• Hesitant yes The customer agrees but voices doubts, conditions or reluctance, for example "I suppose so".
• Agreed by someone else The person who agrees says they are not the account holder or the person the plan is for.
• No agreement The customer declines, asks for time to think, or the call ends before they agree.
• No sale offered No product or plan is offered in the call.

Does the agent make a claim the rule set forbids, or one likely to mislead the customer about the product? Yes / No

Use the never item of the rule set. Count claims to be from or to work for a regulator, the government or the current provider; saying a price will not change when it will; saying the customer must switch or will lose something if they do not; and promises the terms do not support. A dodge that leaves the customer believing something false counts. Yes: The agent makes at least one such claim. No: The agent makes no such claim.

Does the agent push the customer to decide now or talk over their objections? Yes / No

Count false urgency, such as a price only for today; repeating the pitch after the customer says no or asks for time; and talking over or brushing aside their questions. Yes: The agent uses at least one of these. No: The agent lets the customer decide at their own pace and answers their questions.

Does the customer say they do not understand what they are agreeing to? Yes / No

Go only by what the customer says, never by accent, fluency or tone of voice. Count a customer saying they do not understand, did not know they were signing up, want to stop, or have trouble with memory or understanding. Yes: The customer says at least one of these. No: The customer says nothing of the kind.

What should a person do with this sale before the order goes live? Choice

Judge the call as a whole against the rule set. The answer is a suggestion for a person; it does not hold or cancel the order. Pick one option.

• Proceed Every required item is given, the customer agrees clearly, and nothing misleading or pressured is said.
• Verification call first A required item is missing or the agreement is hesitant, and nothing misleading or pressured is said. A call to the customer can fill the gap.
• Compliance review first The agent makes a misleading claim or uses pressure, someone other than the account holder agrees, or the customer says they do not understand. A person reviews the sale before the order goes live.
• Not a sale No product or plan is offered in the call.

Is this a call about money the customer owes? Yes / No

Count calls about arrears, a missed payment, a payment plan, or a debt being collected, whoever started the call. Yes: The call discusses money the customer owes or a plan to repay it. No: The call is about something else, such as a fault, a move or a new sale, and no debt is discussed.

How much financial difficulty does the customer describe? Scale

Go only by what the customer says about their money. Pick the level that fits their strongest statement.

• None The customer describes no difficulty paying; they can pay, or are only asking a question.
• Some strain The customer can pay but says it is tight or would mean cutting back.
• Clear difficulty The customer says they cannot pay the amount asked, for example after a drop in income.
• Crisis The customer says they cannot afford essentials such as food, heating, rent or medicine.

Does the customer say the amount owed is wrong or not theirs? Yes / No

Count a billing error, a catch-up bill they challenge, charges after they moved out or closed the account, a debt they say belongs to someone else, or a request to prove the debt. Yes: The customer disputes the amount or says the debt is not theirs. No: The customer accepts the debt, or says nothing against it.

Does anyone on the call mention a legal protection or process that changes how the debt may be collected? Yes / No

Count Breathing Space, a mental health crisis moratorium, a debt relief order, an IVA, bankruptcy filed or planned, or active military duty, whether already in place or being applied for. Yes: At least one of these is mentioned. No: None of these is mentioned.

Does the customer say a debt adviser, an attorney or someone else is acting for them on the debt? Yes / No

Count a debt advice charity or adviser, an attorney or solicitor, a relative or carer with authority, or anyone the customer says is helping them deal with the debt. Yes: The customer names or mentions such a person or organisation. No: No one acting for the customer is mentioned.

Does the customer ask to limit how, when or where they are contacted about the debt? Yes / No

Count a request to stop calls, to stop calls at work, not to call at certain times, to use one channel only, or to contact a representative instead. Yes: The customer asks for at least one such limit. No: The customer asks for no limit on contact.

Does the customer say something about their health or circumstances that makes it harder to deal with the debt or the call? Yes / No

Count what the customer says about physical or mental health, disability, a bereavement, caring for someone, or a similar personal circumstance that affects their ability to pay or to deal with the call. Money trouble on its own belongs to the financial difficulty question, not this one. Never infer it from tone, accent or language. Yes: The customer says something of this kind. No: The customer says nothing of this kind.

Does the agent give the notices the rule set requires before discussing the debt? Yes / No

Use the notices item of the rule set for the market field, such as the agent's name and company, a recording notice, confirming they are speaking to the account holder, or a debt collector notice. A recorded announcement quoted in the transcript counts. Yes: Every notice the rule set requires is given, before the debt is discussed. No: A required notice is missing, or comes only after the debt is discussed.

Does the agent ask about the customer's income, outgoings or what they can afford before a payment is agreed? Choice

Use the affordability item of the rule set for the market field. An amount the customer volunteers without being asked does not count as the agent asking. Pick one option.

• Asked before a payment The agent asks about income, outgoings or what the customer can afford before any payment or plan is agreed.
• Not asked A payment or plan is proposed or agreed, and the agent does not ask about affordability, or asks only after it is agreed.
• No payment discussed No payment or plan is proposed or agreed in the call, for example because the call is only about a dispute or a protection.

Does the agent threaten a collection step or press the customer to agree an amount they say they cannot afford? Yes / No

Use the never item of the rule set. Count threats of disconnection, a prepayment meter, a warrant, court, a collection agency, credit reporting, garnishment or arrest used to get a payment, and pressing the customer to agree an amount after they say they cannot afford it. Explaining the next steps once, as information, when the customer asks is not pressure. Yes: The agent does at least one of these. No: The agent does none of these.

Does the agent tell the customer about free debt advice or the support the company offers? Yes / No

Use the support item of the rule set: free, independent debt advice or credit counseling, a hardship fund, a payment break, a social tariff or a hardship program. The customer's own mention of an adviser does not count as the agent signposting. Yes: The agent tells the customer about at least one such kind of help. No: The agent mentions no such help.

How does the agent respond when the customer raises a dispute, a protection, a representative or a contact limit? Choice

Use the protections and contact items of the rule set for the market field. Count a dispute of the debt, a legal protection or process, someone acting for the customer, or a request to limit contact. Under the UK rules, a Breathing Space in place stops collection for its whole length, and a debt adviser helping the customer arrange a repayment plan holds collection for at least 30 days; in both cases the agent must not press for a payment or a plan on the call. When the customer raises more than one, pick "Raised, carried on" if the agent carries on after any of them. Pick one option.

• None raised The customer raises no dispute, legal protection, representative or contact limit in the call.
• Raised, stopped or paused as required The customer raises at least one, and the agent takes the step the rule set requires, such as stopping or holding collection, sending a dispute to the right team, recording a contact limit or passing the account to the specialist team, and does not press for a payment or a plan after it.
• Raised, carried on The customer raises at least one, and the agent keeps pressing for a payment or a plan, or brushes it aside, instead of taking the step the rule set requires.

What is agreed about repaying the debt by the end of the call? Choice

Judge where things stand when the call ends. Pick one option.

• Affordable plan agreed The customer agrees a payment or plan they say they can manage.
• Plan agreed with doubts A plan is agreed, but the customer says they may not keep it or cannot afford it.
• Referred for support The customer is passed to a hardship fund, a specialist team or debt advice instead of, or before, agreeing a plan.
• Collection paused The agent holds collection, for example while a dispute is checked or while an adviser works with the customer.
• Pay in full The customer pays, or agrees to pay, the whole balance at once.
• Nothing agreed The call ends with no plan, payment, referral or pause.

Is this a call where the agent discusses, offers or enrolls the caller in a Medicare plan? Yes / No

Count calls where a Medicare Advantage or drug plan, or its benefits, is discussed, offered or enrolled in, whether or not the caller enrolls. Yes: The agent discusses, offers or enrolls the caller in a Medicare plan. No: The call is only about service, a claim, a bill or an existing plan, with no plan offered. The disclosure questions then have nothing to check.

Is the caller told that the call is recorded? Yes / No

Read the transcript. A recorded announcement quoted in the transcript counts. Yes: The caller is told the call is recorded. No: Nothing in the call tells the caller it is recorded.

Does the agent give the third-party marketing organization disclaimer, and before discussing any benefit? Choice

Read the seller field and the disclaimer item in the context. The full disclaimer says how many organizations and products the agent represents and points the caller to Medicare.gov or 1-800-MEDICARE. Judge the order in which things are said in the transcript. Pick one option.

• Given before any benefit The seller is a third-party marketing organization and the agent gives the full disclaimer before discussing any plan benefit.
• Given after benefits were discussed The agent gives the full disclaimer, but only after discussing at least one plan benefit.
• Part of the disclaimer missing The agent gives only part of the disclaimer, for example without the numbers or without pointing to Medicare.gov or 1-800-MEDICARE.
• Not given The seller is a third-party marketing organization and the agent never gives the disclaimer.
• Plan's own agent The seller field says the agent works for the plan itself, so this disclaimer is not required. Code treats this apart from a disclaimer given.

Does the agent confirm which kinds of product the caller agreed to discuss, before discussing any plan or benefit? Yes / No

Use the scope of appointment item in the context. Order matters: the confirmation must come before the agent describes any plan or benefit. Yes: The agent confirms the kinds of product the caller agreed to discuss, before describing any plan or benefit. No: The agent never confirms the scope, or confirms it only after describing a plan or benefit.

Does the agent market a product outside the scope the caller agreed, or a non-health product? Yes / No

Use the scope of appointment item in the context. If no scope was agreed, count any kind of product beyond the one the caller called or was called about. Yes: The agent markets at least one product outside the agreed scope, or a non-health product such as an annuity or life insurance. No: The agent markets only products within the agreed scope.

Before any enrollment, does the agent discuss the caller's doctors, pharmacy, drugs, costs and health needs, as the rules list them? Choice

Use the needs discussion item in the context: primary care doctor and specialists and whether they are in network, pharmacy, prescription drugs and their coverage and cost, costs of care, premiums, benefits, and specific health care needs. A topic the caller raises that the agent brushes aside is not discussed. Pick one option.

• All topics discussed An enrollment is taken or attempted, and the agent discusses every topic on the list before it.
• Some topics missed An enrollment is taken or attempted, and the agent discusses some topics but skips or brushes aside at least one.
• No needs discussion An enrollment is taken or attempted with no discussion of the caller's needs.
• No enrollment in the call No enrollment is taken or attempted in the call.

Does the agent review the Pre-Enrollment Checklist with the caller before completing a phone enrollment? Choice

Use the Pre-Enrollment Checklist item in the context. Saying that paperwork will come in the mail is not a review. Pick one option.

• Reviewed before enrollment The agent goes through the checklist's contents with the caller before the enrollment is completed.
• Not reviewed An enrollment is completed or submitted in the call without the checklist being reviewed, or it is reviewed only afterwards.
• No enrollment in the call No enrollment is completed or submitted in the call.

Does the agent tell the caller where to find the Summary of Benefits before completing a phone enrollment? Choice

Use the Summary of Benefits item in the context. Pick one option.

• Told before enrollment The agent tells the caller where the Summary of Benefits can be found, or sends it, before the enrollment is completed.
• Not told An enrollment is completed or submitted without the caller being told where to find the Summary of Benefits, or told only afterwards.
• No enrollment in the call No enrollment is completed or submitted in the call.

Does the agent make a claim the rules forbid, or one likely to mislead the caller? Yes / No

Use the never item in the context. Count claims to be from, to work for, or to be endorsed by Medicare, CMS or the government, including a yes to "Is this Medicare?"; "free" used in a misleading way; suggesting the plan is a Medicare supplement; and statements about benefits, costs, doctors, drugs or current coverage that the call gives no ground for. A dodge that leaves the caller believing something false counts. Yes: The agent makes at least one such claim. No: The agent makes no such claim.

Does the agent push the caller to decide now or brush aside their questions? Yes / No

Use the no pressure item in the context. Count false urgency, such as plans or benefits running out; repeating the pitch after the caller says no or asks for time; and brushing aside or talking over their questions. Yes: The agent does at least one of these. No: The agent lets the caller decide at their own pace and answers their questions.

Does the caller say they do not understand what they are agreeing to? Yes / No

Go only by what the caller says, never by age, accent, fluency or tone of voice. Count a caller saying they do not understand, did not know they were enrolling, thought the call was about something else, want to stop, want someone else to help them decide, or have trouble with memory or understanding. Yes: The caller says at least one of these. No: The caller says nothing of the kind.

How does the caller answer when asked to agree to the enrollment? Choice

Judge the final answer to the enrollment. Go by what the person says about who they are; whether they are the beneficiary or an authorized representative is checked by code. Pick one option.

• Clear yes The caller agrees to enroll in the plan as described, without doubts or conditions.
• Hesitant yes The caller agrees but voices doubts, conditions or reluctance, for example "I suppose so".
• Agreed by someone else The person who agrees says they are not the person the plan is for, such as a relative.
• No agreement The caller declines, asks for time to think, or the call ends before they agree.
• No enrollment offered The agent does not ask the caller to enroll in the call.

What should a person do with this sales call before the enrollment goes through? Choice

Judge the call as a whole against the rules in the context. The answer is a suggestion for a person; it does not hold or cancel any enrollment. Pick one option.

• Proceed Every required item is given in order, the caller agrees clearly, and nothing misleading or pressured is said.
• Verification call first A required item is missing or late, or the agreement is hesitant, and nothing misleading or pressured is said. A call to the beneficiary can fill the gap.
• Compliance review first The agent makes a forbidden or misleading claim, uses pressure, markets outside the scope, someone other than the beneficiary agrees, or the caller says they do not understand. A person reviews the call before the enrollment goes through.
• Not a sales call No Medicare plan is discussed or offered in the call.