Opening Moves
(Restate & Align)
(Restate & Align)
This critical QA behavior ensures the agent and member are aligned before proceeding.
What is restating the member’s need?
This phrase shows the agent is taking responsibility: “I’m going to ___ ___ ___ your account.”
What is “take a look at”?
This includes telling the member how long something will take.
What are timelines or processing expectations?
This reduces call volume by empowering members to complete tasks themselves.
What is self-service guidance?
This QA behavior reinforces what was completed during the call.
What is summarizing the interaction?
Missing this step frequently leads to confusion and repeat calls.
What is failing to confirm understanding at the start of the call?
This step reassures the member their history is being considered.
What is acknowledging review of the member’s account?
Not explaining this often leads to repeat follow-up calls.
What is failing to set expectations for next steps?
Telling a member they can do something online without explaining how, misses this important guidance.
What is effective self-service guidance?
This phrase signals a strong closing statement: “___ recap…”
What is “To recap”?
This phrase helps confirm both accuracy and active listening: “___ ___ I understand…”
What is “Just to make sure”?
Missing this weakens trust and personalization.
What is failing to acknowledge account review?
“You’ll receive an update in 3–5 business days” is an example of this QA behavior.
What is setting a timeline?
Asking if a member can log in or navigate the portal improves this QA area.
What is verifying self-service capability?
Missing this step can leave members unsure of next steps.
What is failing to summarize the call outcome?
When agents skip this, they risk solving the wrong issue entirely.
What is restating or paraphrasing the member’s concern?
This helps identify repeat contact or open cases.
What is reviewing the member’s file?
Agents often explain “what” but miss this part of expectation setting.
What is explaining what happens next?
When agents don’t promote the portal or MyChoice app, the member misses out on this.
What is self service awareness?
A complete close includes recap, next steps, and this final question.
What is offering additional assistance?
A member says, “My card isn’t working.” The agent immediately explains claim processes.
This critical QA step is missing.
What is restating the member’s issue before providing a solution?
The agent jumps straight into answering without referencing previous cases or account details.
What ownership behavior was missed?
What is verbally acknowledging review of the member’s account?
The agent tells the member to submit documents but never explains what happens after submission.
This crucial QA element is missing.
What is setting expectations for processing procedure/timeline after submission?
These three behaviors—when done consistently—eliminate the majority of QA failures and repeat calls.
What are restating the issue, setting expectations, and summarizing the call?
The agent solves the issue and thanks the member—but ends the call without restating anything.
This required QA behavior was missed.
What is summarizing the resolution before ending the call?