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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. If a topic does not factor into the call it is not counted.

QA is broken down into the following categories.

===== Required Details =====

* **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** - Name and billing address must be confirmed.
  * **Ask for Call back number** - The agent must ask for the best call back number in case the call get disconnected.

**Talk Track:** //Before we proceed, can I ask for your best call back number in case this call get disconnected?//

* **Recap & Close** - The agent must end the call by re-stating how they resolved the issue and asking if they can help any further. For example:

**Talk Track:** //I have cancelled your subscription and you will not incur any further charges. Is there anything else I can assist you with? Have a nice day, goodbye.//

===== Processes =====

* **Refund** - If a refund was discussed, 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. A callback record should be created any time an agent needs to do a later action - ie, retrying a transaction.
  * **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. If relaying RMA info, offer #1 must be presented before giving RMA details, followed by offer #2.
  * **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.

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