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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. | ||
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| - | QA is broken down into the following categories. | ||
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| - | ===== Required Details ===== | ||
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| - | * **Greeting** - The agent must greet the customer with their first name. For example: | ||
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| - | **Talk Track:** //Thank you for calling Customer Service, this is XYZ. May I please start with your phone number?// | ||
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| - | * **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? | ||
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| - | ===== Processes ===== | ||
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| - | * **Refund** - If a refund was given, did it fall within 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? | ||
| - | * **Call Back** - Was callback process followed and an ETA given? Did the agent set a time and stick to it? | ||
| - | * **Accuracy** - Did the agent provide accurate and relevant information as per the wiki? | ||
| - | * **Offers** - Did the agent make an approriate offer to the customer to settle the matter? | ||
| - | * **Notes** - Did the CRM Note include all necessary information? | ||
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| - | ===== Phone Skills ===== | ||
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| - | * **Confidence & Clarity** - Speak clearly with confidence. No chewing. Minimal use of " | ||
| - | * **Understanding** - Did the agent fully understand the reason for the call? | ||
| - | * Active Listening - Did the customer repeat themselves | ||
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| - | Hot Caller | ||
qa/overview.1751693545.txt.gz ยท Last modified: 2025/07/05 05:32 by 216.73.217.3
