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| - | ====== Quality Overview ====== | ||
| - | Our Quality program is intended to give agents a guideline for interacting with customers. Calls are monitored regular and graded against a scorecard. | ||
| - | |||
| - | Adherence to Process | ||
| - | - Processes outlined in the wiki; refunds, RMA | ||
| - | - Call Control; long calls | ||
| - | |||
| - | Phone Manner | ||
| - | - Speak with confidence | ||
| - | - Chewing | ||
| - | - Ummmm | ||
| - | |||
| - | Active Listening | ||
| - | - Did the customer have to repeat themselves? | ||
| - | - Interrupting | ||
| - | |||
| - | Silence and Hold | ||
| - | - Long silences | ||
| - | - Proper hold process | ||
| - | |||
| - | Irate Customers | ||
| - | - Empathy statement | ||
| - | - Buzzword management | ||
qa/overview.1751691523.txt.gz ยท Last modified: 2025/07/05 04:58 by 216.73.217.3
