This article is provided to outline specifics requirements needed to earn a positive mark on the Quality Assurance Score Card for your Introduction, Account Verification and Warm Closing.  


Introduction: 

  • Greeting
    • Answered call within 7 seconds
    • Answer with good energy and a welcoming tone
    • "Good morning" "Hello" or "Good afternoon" perferred
    • Advisor must use their first or middle name but use the same name for every call.  
      1. "Good morning, This is Sarah with Texas Teachers; how can I help you?" 
  • Branding
    • Advisor must mention the name of the company 
    • "Texas Teachers" or "Michigan Teachers" etc. 
  • Account Verification
    • Required on every call = First and Last Name and Email Address (mandatory on every call) 
    • Additionally, advisors may also verify phone or date of birth.    
    • phone and DOB do NOT meet the expectations alone, advisors must always verify first and last name as well as email address on every call.  (See QA Rubric for more info) 


Friendly Warm Closing: 

  • Confirm Resolution, ask if any other outstanding items 
    • Confirm the applicant or intern has a good understanding of information provided on the call and their next steps 
    • Ask, " Just to recap, we discussed ......." and then "Is there anything else that I can help you with? or "Have I addressed all of your concerns today?" 
  • Closing 
    • Close the call in a positive manner and then the intern/applicant for their time.  
    • Examples: "Thank you so much for your time today, I hope you have a great rest of your day!" or "It was a pleasure speaking with you and I am glad I could assist.  Have a wonderful day."