Pass: 

Mark PASS as long as none of the following occurred:

• Agent referenced a specific medical condition, disease, or diagnosis (e.g., diabetes, arthritis, cancer)

• Agent stated or implied the product treats, cures, prevents, reverses, or heals any condition

• Agent made unapproved or exaggerated health claims beyond general wellness support

• Testimonials or customer experiences implied treatment or cure rather than general support

Notes / Guidelines for PASS:

General wellness or benefit statements are allowed, for example:

• “Supports healthy digestion”

• “Supports energy”

• “Customers feel more energized”

• Using “supports” or similar general wellness phrasing is acceptable

• Paraphrased or partial wellness claims are considered PASS as long as no prohibited claims are implied

Fail: 

Mark FAIL only if any of the following occurred:

• Agent mentioned a specific medical condition or disease

• Agent stated or implied the product treats, cures, prevents, reverses, or heals a medical condition

• Agent made exaggerated or unapproved health claims beyond general wellness support

• Testimonials or customer experiences implied treatment or cure rather than general wellness

Key: Simply saying the product “supports” a general benefit is not a fail."

Pass: 

Mark PASS if ALL of the following are true:

• The customer clearly stated an external escalation threat (bank dispute, chargeback, authorities, BBB, social media, or negative review).

• The agent acknowledged the concern professionally.

• The agent moved directly to refund or cancellation.

• The agent stopped all retention attempts after the escalation threat was mentioned.

• The agent did not argue, debate, threaten, or challenge the customer.

Fail: 

Mark FAIL only if BOTH conditions are met:

1. The customer explicitly stated an external escalation threat, such as:

“I’ll call my bank.”

“I’m disputing this.”

“I’ll contact my credit card company.”

“I’m filing a chargeback.”

“I’ll report this to the BBB.”

“I’ll call the authorities.”

“I’m posting this on social media.”

“I’ll leave a negative review.”

Exact wording is not required, but the customer must clearly indicate intent to escalate externally.

AND

2. The agent handled the situation incorrectly, including but not limited to:

• Continuing Save-the-Sale / retention attempts (discounts, credits, partial refunds, alternative offers).

• Arguing or debating with the customer.

• Dismissing or challenging the escalation threat.

• Delaying or refusing to process the refund or cancellation.

• Attempting to discourage the customer from filing a chargeback or external complaint.

• Using confrontational, threatening, or dismissive language.

⚠️ Do NOT mark FAIL if the customer only requested a refund or cancellation without mentioning an escalation threat.

Lean towards marking it as N/A if there is no mention of the above examples

Pass: 

Mark PASS if the Agent did not disclose sensitive PCI data (card numbers, CVV, PIN).

Pass: 

Required Opening Elements (3):

-Agent Name – Any clear self-introduction (e.g., “This is Alex,” “My name is Alex”)

-Brand Name – UpWellness must be mentioned

-Brand Catch Phrase – “Your partner in better health” (exact or similar phrasing)

Notes:

-Exact wording is not required

-Accept partial or related terms, such as: “partner,” “better health,” “health”

-Any supportive phrasing with the same intent is acceptable

Focus on whether the required opening elements were delivered, either verbatim or slightly adapted without changing the meaning.

Mark PASS if ALL of the following are true (allow reasonable flexibility due to transcript limitations):

• The call is inbound, and

-The agent delivered the opening at or near the start of the call, and

-The opening reasonably includes all three required elements, even if not captured verbatim in the transcript:

• Agent Name – Any clear self-introduction (e.g., “My name is Kenneth,” “This is Kenneth”)

• Brand Name – UpWellness, OR

• Any partial, cut, or phonetically similar wording caused by transcription errors, such as:

“UpWell…”

“Up Wellness”

“Wellness…”

Any brand fragment that clearly indicates UpWellness

• Brand Catch Phrase – “Your partner in better health” or similar intent-based phrasing

-Accept partial or cut phrases, including:

“partner”

“better health”

“health”

“your partner…”

Important Note for EA:

EA relies on transcripts, which are not 100% accurate. If the transcript shows partial words, cut phrases, or incomplete brand names, but the audio clearly indicates the agent delivered the required elements, this should be marked PASS.

Example that should PASS:

“UpWell… My name is Kenneth, your partner in better health.”

Fail: 

Mark FAIL only if ANY of the following apply:

The call is inbound, and

• The opening clearly lacks required elements, even when allowing for transcript errors, including:

• No agent name stated

• No brand reference at all (including partial or phonetic matches)

• No customer-focused catch phrase or supportive language

• No reasonable opening introduction was delivered at the start of the call

Fail should be used only when there is a clear and undeniable miss, not due to transcription cut-offs or word truncation.

Pass: 

Mark PASS if all of the following occurred:

• Agent asked for and confirmed the customer’s full name

• Agent asked for and confirmed the customer’s phone number

• Agent asked for and confirmed the customer’s shipping address

• Verification was completed during the live call

Fail: 

Mark FAIL if any of the following occurred:

• Agent did not verify one or more of the following: full name, phone number, or shipping address

• Verification was incomplete, skipped, or assumed without confirmation

• Information was incorrectly recorded or not confirmed with the customer

Pass: 

Key Probing Areas (Intent-Based, Not Verbatim):

• The agent is expected to reasonably touch on the customer’s experience. Exact wording is not required.

• Product usage or duration

• Intended benefit, goal, or expectation

• Observed results, experience, or reason for concern

• Coverage may occur through agent questions, customer statements, or a combination of both.

Mark PASS if any of the following are true:

• The call involves a refund or cancellation discussion, and

• The agent demonstrated a reasonable understanding of the customer’s underlying issue, AND

• At least one of the following occurred:

• The agent asked probing questions aligned with the key probing areas, OR

• The customer voluntarily provided sufficient information about their usage, expectations, or experience, making additional probing unnecessary, OR

• The agent acknowledged, summarized, or built upon the customer’s explanation before proceeding, OR

• The agent did not move immediately to cancellation or refund without any attempt to understand the concern

Note:

• Probing does not need to cover all areas explicitly.

• Questions or statements with the same intent or thought (even if paraphrased or partially captured in the transcript) should be considered valid.

Fail: 

Mark FAIL if ALL of the following apply:

• The call involves a refund or cancellation request, and

• The agent made no attempt to understand the customer’s experience or concern, and

• The customer did not provide sufficient information on their own, and

• The agent moved directly to a refund, cancellation, or resolution without probing or acknowledgment.

Pass: 

Mark PASS when applicable if any of the following are true:

• Agent presented a clear and relevant value proposition directly addressing the refund/cancellation concern

• Agent informed the customer that they can adjust the shipment date

• Agent Informed the customer that they are getting 20% discount because of 'Subscribe and save'

• Agent informed the customer about the health benefits of the product (Example: It supports your heart, blood pressure)

• The value proposition helped resolve the issue, retain the customer, or lead to customer accepting the next step

• Agent demonstrated understanding of the concern and aligned the solution to the customer’s need

Customer acceptance is not required if the value proposition clearly addressed the concern and contributed to resolution." 

Fail: 

Mark FAIL when applicable if any of the following occurred:

• Agent did not present a value proposition for the refund/cancellation concern

• Value proposition was unclear, generic, or unrelated to the customer’s concern

• Customer concern remained unresolved, or the customer was not retained and no next step was agreed

Pass: 

Mark PASS when all of the following occurred:

• Save Step 1 – Educate & Retain

  • Agent explained the value of Subscribe & Save, including flexibility and frequency adjustments.

  • Agent offered frequency adjustment or a 20% discount before moving toward cancellation.

  • Agent did not proactively offer a refund unless the customer specifically requested it.

• Save Step 2 – Gift Card Alternative

  • If the customer expressed dissatisfaction, agent acknowledged concerns with empathy.

  • Agent offered a gift card and/or pivoted to alternative products.

  • Option was positioned as a solution, not a deflection.

• Save Step 3 – 30% Refund

  • Offered only after prior steps were declined.

  • Agent explained delayed benefits of keeping the subscription and offered a partial refund without requiring a return.

• Save Step 4 – Final 50% Refund

  • Offered as a final courtesy after all previous save options were declined.

  • Delivered calmly, without pressure or hard-sell language.

• 5. Cross-Sell (When Applicable)

  • Cross-sell was framed around customer needs and wellness goals.

  • Discounts and guarantees were clearly explained.

  • Cross-sell was offered only after appropriate save steps.

 Key: Steps must be followed in order, no proactive refunds, and all applicable steps must be attempted before moving forward.

Fail: 

Mark FAIL if any of the following occurred:

• Agent skipped any required save step or delivered steps out of order

• Agent offered a refund proactively without following earlier save steps

• Save steps were applied incorrectly or inappropriately based on customer responses

• Cross-sell was offered before completing applicable save steps

• Agent used pressure tactics, hard-sell language, or ignored customer concerns

Pass: 

Applicability Condition (Score N/A if not met):

• This parameter ONLY applies if ANY ONE of the following is true:

• The agent successfully saved the customer from a refund or cancellation request, OR

• The call was resolved through education (value explanation, benefit clarification, expectation setting), OR

• The customer’s concern was not refund/cancellation-driven and presented a natural sales opportunity.

• If none of the above conditions are met, score N/A.

Mark PASS when applicable if any of the following occurred:

• The agent attempted to upsell using the approved bundle structure and included:

  • Bundle Recommendation with Benefit Tie-In

  • Positioned the 3-bottle bundle

  • Connected it to consistency, long-term results, or the customer’s specific concern

  • Reinforced value (e.g., better value per bottle, convenience, staying consistent)

• Clear Pricing Disclosure

  • Stated the full price or discounted price

  • Mentioned 20% discount when applicable

  • Mentioned 60-day money-back guarantee when applicable

• Clear Call-to-Action

  • Direct closing question such as:

  • “Would you like to go with that option?”

  • “Would you like me to set that up for you?”

  • “Should I go ahead and set this up?”

• Proper Pivot if Declined

  • If the customer declined the bundle, the agent offered:

  • Alternative product recommendation tied to concern, OR

  • One-bottle option with discount and guarantee

Important:

• Customer acceptance is NOT required. A compliant attempt counts as PASS.

Fail: 

Mark FAIL when applicable if ANY of the following occurred:

• The agent did not attempt the 3-bottle bundle upsell.

• The agent mentioned the bundle without:

• Connecting it to value/benefits/consistency, OR

• Stating price/discount, OR

• Providing a clear call-to-action.

• The agent failed to pivot after a decline when a secondary option was appropriate.

• The call presented a clear upsell opportunity, but the agent made no structured attempt.

Fail applies only when the parameter is applicable.

Pass: 

Mark PASS if ANY of the following are true:

• The agent acknowledged the customer’s issue, concern, or situation in a way that is clearly connected to what the customer raised, even if no emotion was explicitly stated.

• The agent used issue-based empathy, such as recognizing delays, confusion, inconvenience, or effort required from the customer.

• The agent demonstrated understanding of impact (time, effort, expectations, or inconvenience) related to the customer’s concern.

• The agent followed acknowledgement with a supportive or solution-oriented response (explaining next steps, offering help, or clarifying what will be done).

Explicit emotion is NOT required to mark YES, as long as the acknowledgement is relevant, specific, and customer-centered.

Fail: 

Mark FAIL when applicable if all of the following occurred:

• The customer expressed frustration, concern, or dissatisfaction and the agent did not acknowledge or address the emotion.

• The agent ignored, minimized, or deflected the customer’s feelings.

• The agent provided an apology that was generic, scripted, dismissive, or not clearly connected to the customer’s specific issue.  

Pass: 

Mark PASS if ANY of the following are true:

• Agent used polite language (e.g., “please,” “thank you”) consistently

• Agent maintained a professional tone without raising voice, sarcasm, or negative inflection

• Agent was respectful toward the customer, even if the customer was frustrated

• Agent avoided interrupting, arguing, or speaking dismissively

Fail: 

Mark FAIL when applicable if all of the following occurred:

• Agent was rude, sarcastic, or disrespectful to the customer

• Agent raised voice, interrupted aggressively, or argued with the customer

• Agent used unprofessional language or tone, including slang or dismissive phrases

Pass: 

Mark PASS if ANY of the following are true:

• Agent used a friendly, polite, and positive tone when ending the call

• Agent asked if there was anything else they could assist the customer with

• Call ended in a complete, live interaction (not disconnected before closure)

Fail: 

Mark FAIL when applicable if all of the following occurred:

• Agent did not close the call warmly or positively

• Agent did not ask if the customer needed further assistance

• Call ended abruptly without proper closure or professional sign-off