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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? | Yes | 1 |
No | 0 | |
1.3 Did the agent use the customer's name to personalize the interaction? | Yes | 1 |
No | 0 | |
2.1 Did the agent actively listen to the customer's concerns without interrupting? | Yes | 2 |
No | 0 | |
2.2 Did the agent 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? | YeYes | 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 | |
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 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 |
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/case | 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 | |
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 | 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 |
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