A call quality audit checklist is only useful if it is specific enough to be actionable. Generic items like "was the agent polite?" are too subjective and too easy to argue. The checklist below uses observable, verifiable criteria that a reviewer — human or AI — can confirm from the transcript alone.
Agent stated full nameFirst name at minimum, ideally first and last name clearly spoken
Company name mentionedWithin the first 30 seconds of the call
Purpose of call statedCustomer understood why they were being called before the pitch began
Permission to speak requested"Kya aap abhi baat kar sakte hain?" or equivalent — especially for outbound calls
Customer name usedAgent addressed customer by name at least once in the opening
Warm, confident opening toneNo mumbling, no monotone delivery, appropriate energy level for call type
At least one qualifying question askedCurrent situation, need, pain point, or budget explored before pitching
Customer responses acknowledgedAgent repeated or paraphrased customer answers to confirm understanding
Relevant follow-up questions askedDiscovery was a conversation, not just a scripted questionnaire
Existing product or situation notedAgent did not pitch a product the customer already has or clearly does not need
Budget or eligibility assessedWhere applicable, agent verified the customer qualifies before investing time in the pitch
Core value proposition communicatedCustomer understood the key benefit of the product or service
Features linked to customer needAgent connected product features to what the customer said in discovery
Pricing explained clearlyTotal cost, not just EMI — customer understood what they would be paying
Key differentiators mentionedWhy this product vs alternatives — even one clear differentiator is sufficient
No exaggerated or false claimsGuaranteed returns, misleading statistics, or unverifiable promises were NOT made
Customer showed understandingCustomer asked relevant questions or gave informed responses — not just "haan haan"
Objection acknowledged before respondingAgent did not immediately argue or bulldoze — they confirmed they understood the concern
Specific response to the objection givenAgent addressed the actual concern raised, not a generic rebuttal
No aggressive or pressuring languageCustomer was not threatened, guilt-tripped, or pressured into a decision
Price objection handled with valueAgent justified the cost with value, not just discounts or urgency tactics
Multiple objections handled gracefullyAgent did not give up after the first objection or become frustrated
Interest rate / APR disclosed (BFSI)Exact rate stated, not just EMI amount
All applicable charges mentionedProcessing fees, GST, penalty charges, and other costs disclosed
Free look / cancellation period stated (insurance)15-day free look period mentioned explicitly
Product is described accuratelyNo features or benefits claimed that do not exist in the product
Verbal consent obtainedCustomer explicitly agreed to the product, price, and terms — not assumed
Recording disclosure made (if required)"Yeh call quality ke liye record ki ja rahi hai" — stated at start or where applicable
No regulatory red flagsNo guaranteed return promises, no mis-selling language, no coercion detected
Close attemptedAgent asked for a decision or commitment before ending the call
Next step clearly communicatedCustomer knew exactly what happens next — document submission, link, callback date
Follow-up scheduled if no saleIf customer was not ready, a specific callback time was agreed — not "I'll call sometime"
Customer questions answered before closingNo unresolved concerns at the end of the call
Positive closing toneCall ended professionally regardless of outcome — no frustration or abruptness
Reference number or confirmation givenCustomer has something tangible — ID, order number, email — confirming the interaction
💡 Running AI call auditing with Bolo Aur Likho automatically checks for many of these items in the transcript — saving 15 to 20 minutes of manual checklist review per call.
How to Use This Checklist
For manual review: print this checklist, listen to a recorded call, and mark each item as met or not met. Score the call as: items met divided by total items, expressed as a percentage. Anything below 70% should trigger a coaching conversation.
For AI-assisted review: upload the call to Bolo Aur Likho to get the transcript instantly, then use the transcript to verify checklist items in a fraction of the time. The AI will also surface quality flags that align with the compliance and tone sections above.