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| Info |
|---|
Agent QA Teams Average below 90 = 10 scored per month. Average above 90 = 5 scored per month. |
Chat and Phone Evaluation - 26 Total Points |
|---|
Question | Answer | Points |
1.1 Did the | ||
agent greet the customer appropriately? | Yes | 1 |
No | 0 | |
1.2 Did the agent properly verify |
customer and/or contact information? |
Completed
2
Yes | 1 |
No | 0 |
1.3 Did the agent use the customer's name to personalize the interaction? | Yes |
1 |
No | 0 |
2 |
Total evaluation score will result in 0.
N/A
.1 Did the agent actively listen to the customer's concerns without interrupting? | Yes | 2 |
No | 0 | |
2.2 Did the agent |
(This question only results when question 2.1 is answered as N/A)
Correct information given
4
Incorrect information given
0
3.1 Did the agent interrupt or talk over the customer?
Yes
0
No
1
3.2 Did the agent follow Customer Experience Policies?
Hold time Policies (including periods of silence)
1
Soft Skills
1
Clear and concise responses (Grammarly)
1
After Call Work Policy
1
4.1 Did the agent provide a final resolution?
Yes
1
No, but follow-up in an additional channel was warranted
1
No
0
4.2 Did the agent enter disposition notes?
Yes
2
No
0
acknowledge the customer's emotions and show empathy? | Yes | 2 |
No | 0 | |
2.3 Did the agent correctly identify and understand the customer's issue? | Yes | 2 |
No | 0 | |
2.4 Clarity: Was the agent’s communication clear and concise? | Yes | 1 |
No | 0 | |
2.5 Did the agent follow the Customer Experience Policy for interaction handling? | Hold Time | 1 |
Transfer Etiquette | 1 | |
3.1 Did the agent ask relevant and probing questions? | Ye | 1 |
No | 0 | |
3.2 Did the agent follow company procedures? (SOP) | Yes | 3 This will result to hide question 3.3 |
No | 0 This will result to hide question 3.3 | |
N/A | This will result in question 5.3 | |
3.3 Did the agent provide accurate and relevant information? | Yes | 3 |
No | 0 | |
3.4 Was the agent able to provide a solution or escalate appropriately? | Yes | 2 |
No | 0 |
N/A
N/A
4.1 Was the customer's issue resolved during the call? | Yes | 3 This will result to hide question 4.2 |
No, but follow-up in an additional channel was warranted | 3 This will result in question |
4. |
2 | |
No | 0 This will result to hide question |
N/A
4.2 | ||
4.2 Did the agent provide a clear explanation of the steps to resolve the issue? | Yes | 2This will result to hide question |
4.3 |
5.3 Case Management Details.
Case created from correct record.
1
Task was linked to Case
1
Case was assigned to correct queue.
1
Correct information provided in case details
1
5.4 Was a Case Assignment created?
Yes
4
No
0 This will result to hide question 5.5
Created but not needed. (Boundary team denied)
0 This will result to hide question 5.5
N/A
This will result to hide question 5.5
5.5 Case Assignment Details
Case Assignment assigned to the correct boundary team.
1
Correct information provided in case details
No | This will result in question 4.3 | |
4.3 If no, was a clear follow-up plan communicated to the customer? | Yes | 1 |
No | 0 | |
4.4 Did the agent document the call accurately and thoroughly? | Salesforce task related to correct account. | 1 |
Disposition | 1 | |
5.1 Did the agent thank the customer for calling? | Yes | 1 |
No | 0 | |
5.2 Did the agent offer further assistance before ending the call? | Yes | 1 |
No | 0 | |
6.1 Did the agent make a critical mistake? | Yes |
*Will result in a score of Zero. Leave a detailed explanation) | Will result in a score of Zero |
No | 1 |
6.2 Was the CSAT score warranted?
Yes
Not scoreable question.
No
Not scoreable question.
N/A
Not scoreable question.
Auto Fail Violations Repeating errors from previous QA assessments. Cancellation of M2 installed or M3 job. Not uploading a Welcome Call recording. Agent used inappropriate language. No follow up with customers on open cases for more than 2 weeks. Client avoidance policy violation. | ||
6.2 Did the agent have background noise? | Yes | |
Not scoreable question.
No
Non-Scoreable question | ||
No | Non-Scoreable question | |
7.1 Identify any training needs based on this call. | Notes left by QA | Non-Scoreable question |
7.2 Suggestions for improvement. | Notes left by QA | Non-Scoreable question |
| Notes left by QA | Non-Scoreable question |
Email Evaluation - Total Points 23 | ||
|---|---|---|
1.1 Was the SOP followed correctly? | Yes | 3 |
Not followed | 0 | |
Not followed - agent coached 2 or more times | Total evaluation score will result in 0. | |
N/A | This will result in question 2.2 | |
1.2 Did the agent provide the correct information? (This question only results when question 2.1 is answered as N/A) | Correct information given | 3 |
Incorrect information given | 0 | |
2.1 Customer Experience | Positive | 2 |
Negative | 0 | |
2.2 Did the agent follow Customer Experience Policies? | Yes | 2 |
No | 0 | |
3.1 Was the Salesforce task related to an account? | Yes | 2 |
No | 0 | |
N/A | N/A | |
3.2 Was a Case created in Salesforce? | Yes | 2 This will result in question 4.3 |
No | 0 This will hide question 4.3 | |
N/A | N/A This will hide question 4.3 | |
3.3 Case Management Details. | Case created from correct record. | 1 |
Task was linked to Case. | 1 | |
Case was assigned to correct queue. | 1 | |
Correct information provided in case details. | 1 | |
3.4 Was a Case Assignment created? | Yes | 2 This will result in question 4.5 |
No | 0 This will hide question 4.5 | |
Created but not needed. (Boundary team denied) | 0 This will hide question 4.5 | |
N/A | N/A This will hide question 4.5 | |
3.5 Case Assignment Details | Case Assignment assigned to the correct boundary team. | 1 |
Correct information provided in case details. | 1 | |
4. Did the agent make a critical mistake? | Yes | Total evaluation score will result in 0. |
No | 1 | |
5.1 | Yes | Not scoreable question. |
No | Not scoreable question. | |
N/A | Not scoreable question. | |
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