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The purpose of this SOP is to outline Quality Assurance procedures for scoring Customer Support tickets.
| Info |
|---|
Agent QA Teams Average below 90 = 10 scored per month. Average above 90 = 5 scored per month. |
Chat and Phone Evaluation - 25 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
Yes |
Partial
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
4.1 Did the agent provide a final resolution?
Yes
1
acknowledge the customer's emotions and show empathy? | Yes | 2 |
No | 0 | |
2.3 Clarity: Was the agent’s communication clear and concise? | Yes | 1 |
No | 0 | |
2.4 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? | Yes | 1 |
No | 0 |
3.2 Did the agent |
Name
1
Engine Link or Beam/Concert Contract ID
1
Summary of the interaction
1
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. |
No
3 |
5.2 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
5.3 Was a Case Assignment created?
Yes
4
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 |
Created but not needed. (Boundary team denied)
.2 Did the agent provide a clear explanation of the steps to resolve the issue? | Yes | 2 This will result to hide question |
4. |
3 |
No | This will result |
in question |
4.3 |
4 |
5.4 Case Assignment Details
Case Assignment assigned to the correct boundary team.
1
Correct information provided in case details
1
.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 | |
N/A | 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 | |
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 1123 | ||||
|---|---|---|---|---|
1.1 Did the agent follow Interaction handling SOPs and Policies? | Yes | 2 | ||
No | 0 | |||
1.2 Was the interaction handled efficiently? | properly verify customer email address? | Yes | 1 | |
No | 0 | |||
1. | 3 If NO, explainN/A | 2 .1 Was the SOP followed correctly? | Yes | 34 |
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 21.23 | |||
21.2 3 Did the agent provide the correct information? (This question only results when question 1.2 .1 is answered as N/A) | Correct information given | 34 | ||
Incorrect information given | 0 | |||
231.4 Did the agent document the email accurately and thoroughly? | Salesforce task related to correct account/case | 1 | ||
Disposition | 1 | |||
1.5 Was the agent able to provide a solution or escalate appropriately? | Yes | 2 | ||
No | 0 | |||
2.1 Customer Experience | Positive | 32 | ||
Negative | 0 | |||
52.2 Did the agent follow Customer Experience Policies? | Yes | 2 | ||
No | 0 | |||
3.1. Did the agent make a critical mistake? | Yes | Total evaluation score will result in 0. | ||
No | 1 | |||
5.2 Was the CSAT score warranted? | Yes | 1 | ||
No | 1 | |||
N/A | N/A | |||
Jira Evaluation - Total Points 11
1 SOP and interaction handling
SOP - followed correctly
4
No SOP - Correct information given
4
2 | ||
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. | ||
4.1 Identify any training needs based on this call. | Notes left by QA | Non-Scoreable question |
4.2 Suggestions for improvement. | Notes left by QA | Non-Scoreable question |
5 Evaluation Notes | Notes left by QA | Non-Scoreable question |
Case Managment- Total Points 25 | |||
|---|---|---|---|
1.1 Was the SOP followed correctly? | Yes |
| |
Not followed | 0. This will hide question 1.2 | ||
Not followed - agent coached 2 or more times | Total evaluation score will result in 0. | ||
No SOP - Incorrect N/A | N/A This will result in question 1.2 | ||
1.2 Did the agent provide the correct information? | Correct information given | 0 | SOP - not followed4 |
incorrect information given | 0 | ||
2.1 Did the agent use proper Jira/CXone ticket handling? | Yes | 1 | |
No | 0 | ||
3 Customer Experience | Positive | 5 | |
Negative | 0 | ||
Critical infraction | Total evaluation score will result in 0. | ||
4.1 Was the CSAT score warranted (agent only)? | Yes | 1 | |
No | 1 | ||
N/A | N/Afollow Customer Experience Policies? | Soft Skills | 1 |
Clear and concise responses(Grammarly) | 1 | ||
3.1 Was a Case created in Salesforce? | Yes | 4 | |
No | 0 | ||
N/A | N/A | ||
3.2 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 | ||
3.3 Was a Case Assignment created? | Yes | 4 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 | ||
3.4 Case Assignment Details | Case Assignment assigned to the correct boundary team. | 1 | |
Correct information provided in case details. | 1 | ||
4.1 Did the agent make a critical mistake? | Yes | Total evaluation score will result in 0. | |
No | 1 | ||
5 Evaluation Notes | Notes left by QA | Non-Scoreable question | |