Our Quality program is intended to give agents a guideline for interacting with customers. Calls are monitored regular and graded against a scorecard.

Adherence to Process - Processes outlined in the wiki; refunds, RMA - Call Control; long calls

Phone Manner - Speak with confidence - Chewing - Ummmm

Active Listening - Did the customer have to repeat themselves? - Interrupting

Silence and Hold - Long silences - Proper hold process

Irate Customers - Empathy statement - Buzzword management