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.

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 - Did the agent ask if there is anything else that they could assist with?

• 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?

• 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

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