Differences

This shows you the differences between two versions of the page.

--- qa:overview [2025/11/05 06:57]
216.73.216.151 old revision restored (2025/07/05 04:58)
+++ qa:overview [2026/02/04 04:34] (current)
216.73.216.182 old revision restored (2025/12/20 07:28)
@@ Line 1: / Line 1: @@
 ====== 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.
+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.
-Adherence to Process
+QA is broken down into the following categories.
- - Processes outlined in the wiki; refunds, RMA
- - Call Control; long calls
-Phone Manner
+===== Required Details =====
- - Speak with confidence
- - Chewing
- - Ummmm
-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
-Irate Customers
+  * **Confirm Identity** - At least 2 personal details must be confirmed.
- - Empathy statement
+  * **Closing** - Did the agent ask if there is anything else that they could assist with?
- - Buzzword management
+===== Processes =====
+  * **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?
+===== Phone Skills =====
+  * **Confidence & Clarity** - Speak clearly with confidence. No chewing. Minimal use of "Ummm". The agent is 100% focused on the customer.
+  * **Understanding** - Did the agent fully understand the reason for the call?
+  * Active Listening - Did the customer repeat themselves
+Hot Caller

Dial Customer Solutions Internal CS Wiki

User Tools

Site Tools

Differences

Page Tools