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--- qa:overview [2024/09/11 12:35]
47.128.126.188 old revision restored (2020/01/21 23:17)
+++ 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 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.
+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.
 QA is broken down into the following categories.
@@ Line 7: / Line 7: @@
 ===== Required Details =====
-  * **Greeting** - Did the agent initially greet the customer with their first name?
+  * **Greeting** - The agent must greet the customer with their first name. For example:
+**Talk Track:** //Thank you for calling Customer Service, this is XYZ. May I please start with your phone number?//
   * **Confirm Identity** - At least 2 personal details must be confirmed.
-  * **Closing** - Did the agent ask if there is anything else that they could assist with?
+  * **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, did it fall within our policy?
+  * **Refund** - If a refund was given, it must follow [[tips:refunds|our policy]].
-  * RMA - If an RMA was generated, were address and all other relevant details given? If the product is unopened and being sent for a refund, was the restocking fee explained?
+  * **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 - Was callback process followed and an ETA given? Did the agent set a time and stick to it?
+  * **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 - Did the agent provide accurate and relevant information as per the wiki?
+  * **Accuracy** - The agent must follow the processes outlined in our [[:start|wiki]].
-  * Offers - Did the agent make an approriate offer to the customer to settle the matter?
+  * **Offers** - The agent should [[general:making_offers|make approriate offers]] to the customer to settle the matter.
-  * Notes - Did the CRM Note include all necessary information?
+  * **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.
-Phone Skills
-Hot Caller

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