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--- qa:overview [2024/09/11 02:25]
47.128.39.189 old revision restored (2020/01/21 20:02)
+++ qa:overview [2025/07/04 06:23] (current)
216.73.217.3 old revision restored (2025/06/25 10:00)
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 ====== Quality Overview ======
-Our Quality program is intended to give agents a guideline for interacting with customers. Calls are monitored regularly and graded against a scorecard.
+Our Quality Assurance program is intended to give agents a guideline for interacting with customers. Calls are monitored regularly and graded against a scorecard. More important topics have a higher weighting. If a topic does not factor into the call it is not counted.
-Adherence to Process
+QA is broken down into the following categories.
- - Processes outlined in the wiki; refunds, RMA
-Phone Manner
+===== Required Details =====
- - Speak with confidence
- - Chewing
- - Ummmm
- - Call Control; long calls
-Active Listening
+  * **Greeting** - The agent must greet the customer with their first name. For example:
- - Did the customer have to repeat themselves?
- - Interrupting
-Silence and Hold
+**Talk Track:** //Thank you for calling Customer Service, this is XYZ. May I please start with your phone number?//
- - Long silences
- - Proper hold process
+  * **Confirm Identity** - At least 2 personal details must be confirmed.
+  * **Closing** - The agent must end the call by asking if they can help any further. For example:
+**Talk Track:** //Is there anything else I can assist you with? Have a nice day, goodbye.//
+===== Processes =====
+  * **Refund** - If a refund was given, it must follow [[tips:refunds|our policy]].
+  * **RMA** - If an [[howto:rma|RMA]] was generated, the agent must recommend getting a tracking number and provide the address and RMA number.  If the product is unopened and being sent for a refund, the $9 restocking fee must be explained.
+  * **Call Back** - Our [[general:managing_call_backs|callback process]] must be followed. The agent must provide an ETA for hearing back and stick to it.
+  * **Accuracy** - The agent must follow the processes outlined in our [[:start|wiki]].
+  * **Offers** - The agent should [[general:making_offers|make approriate offers]] to the customer to settle the matter.
+  * **Notes** - The agent must follow the correct [[howto:add_notes|process for entering a Note]] into our CRM.
+===== Phone Skills =====
+  * **Confidence & Clarity** - The agent must speak clearly with confidence. There should be no chewing or rustling, with minimal use of filler words such as "Ummm". The agent must be 100% focused on the customer.
+  * **Understanding** - The agent is responsible for asking questions to ensure that they understand why the customer is calling in.
+  * **Active Listening** - The agent must be paying attention so that the customer does not have to repeat themselves. They should not interrupt or speak over the customer.
+  * **Silence** - There should be no more than 15 seconds of silence without the agent speaking; unless they have set a longer time period with the customer.
+**Talk Track:** //I will need 1-2 minutes to review your account with us. Please bear with me for a moment.//
+  * **Hold** - The agent should check in with the customer at least every 2 minutes. They should always thank the customer for holding.
+  * **Etiquette** - Agents must always speak politely and with respect to customers.
+===== Hot Caller =====
+  * **Empathize and de-escalate** - If a customer is upset or angry, acknowledge their feelings and make an offer to help resolve their issue.
+**Talk Track:** //I am very sorry to hear that you are upset and I understand your concern. Let me see what I can do to get this resolved for you.//
+  * **Buzzwords** - If a customer is using [[general:buzzwords|buzzwords]], the agent should use the tools available to prevent a possible chargeback.
-Irate Customers
- - Empathy statement
- - Buzzword management

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