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.

• 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 - 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.

• Refund - If a refund was given, it must follow our policy.
• RMA - If an 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 callback process must be followed. The agent must provide an ETA for hearing back and stick to it.
• Accuracy - The agent must follow the processes outlined in our wiki.
• Offers - The agent should make approriate offers to the customer to settle the matter.
• Notes - The agent must follow the correct process for entering a Note into our CRM.

• 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.

• 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 buzzwords, the agent should use the tools available to prevent a possible chargeback.