Call Structure

Opening
1

Meets Expectations

Coaching

Does Not Meet Expectations

Possible Points 1

Thanked Customer States: "Thank you for calling for Calling

Uses a shortened version such as: Thanks for calling.

Does not thank the customer for calling. Omits client or does not state correct client from phone prompt. Omits name or uses another name. Does not offer assistance.

Identified Client

States correct client from phone prompt. Uses name in greeting such as "This is Sally. States: "How may I help you?" or "How may I assist you?"

No Leniency

Stated Name

No Leniency

Offered Assistance

No Leniency

Used Willingness Statement

After customer states reason for call, Replies using a willingness statement such as: "I would be happy to help you with your rebate questions." or "I can help you.." or for quick questions, "Yes, you will need"

No Leniency

Omits a willingness statement.

Verified Name and Demographics

Verified name and complete address.

No Leniency

Failed to verify name and/or any portion of the address.

Call Content

Meets Expectations

Coaching

Does Not Meet Expectations

Possible Points

Utilized Active Questioning and Listening

Uses probing questions to gather more information understand the situation and assist the customer. Actively engaged in the conversation and refrains from asking unnecessary questions. Uses listening techniques including feedback, paraphrasing, and clarifying questions to better understand the issue.

Asks leading questions; however some are unnecessary as the customer already stated the information. This error did not have a negative impact on the call outcome.

Assumes or does not ask questions to clarify.

Researched Claim and Followed Proper Procedure

Uses appropriate tools to provide the best solution.

Skill emerging; additional tools or skills needed to assist the solution.

Claim is not researched and agent did not follow proper procedure

Offered Relevant and Accurate Solution

Advises customer of the most appropriate solution.

Leniency for a new hire trainee or those new to a client.

Fails to advise customer of the most appropriate solution.

Closing Inquires if the customer has any further questions or needs further assistance using a statement such as: "Is there anything else I can assist you with today?" or "Do you have any additional questions I can answer for you today?"

10

Offered Further Assistance

Uses a shortened version such as: "Anything else?"

Fails to offer further assistance.

11

Stated "Thank you for calling."

Ends the call with "Thank you for calling"

Uses a shortened version such as: Thanks for calling.

Omits a thank you at end of the call.

Branded 12 Call

Utilizes client name from phone prompt in closing statement

No Leniency

Fails to use client name from phone prompt in closing statement

13

Added Accurate and Professional Comments

Noted claim with all relevant information. No misspellings or inappropriate use of abbreviations. Use of proper sentence structure, grammar, and punctuation.

May be used for trainees within first 90 days only.

Does not add comments following phone call or improper information included. Have multiple misspellings or non-approved abbreviations. Improper sentence structure, grammar, and punctuation.

Customer Experience
Provides delivery with confidence and sincerity. The pace, tone and wording has an obvious positive impact on the customers impression of Helgeson and/or the client. Adjusts delivery to help customer understand solution. Explains to customer what action need to be taken and asks caller if they can be placed on hold or transferred. Permission asked/granted before placing customer on hold. Warmly hands over customer if being transferred. If on hold, goes back to caller with an update if required and thanks them for holding. Fills any dead air by information customer of what they are doing if no hold is used. Length of call is balanced with short rapport building statements, but these do not overpower the call. CSR demonstrates responsiveness by answering the call and responding to the customer promptly. Customer does not feel rushed or ignored. Improvement needed in the delivery but it did not have a negative impact on the call. May sound monotone, bored, or insincere, as well as unnatural or excessive. May show lack of confidence or an inappropriate pace. The pace, tone, or wording have an obvious negative impact on the customers impression of Helgeson or the client. The sound indicates lack of familiarity or confidence in the client. Refusal to adjust when requested by customer.

14

Delivery and Communication Skills

Used Correct Hold and Transfer 15 Procedure and only when Necessary

No Leniency

Puts customer on hold without warning. Have lengthy silences on call while researching. Caller may ask Are you still there. Verbal utterances may be heard while researching. Does not follow the proper hold and/or transfer technique.

Maintained Call control and 16 Demonstrated Responsiveness

Customer appears to be rushed or getting impatient. Makes inappropriate and/or uncontrolled small talk.

Too much time taken up with inappropriate discussion. Call exceeded the necessary length for the situation. CSR does not respond to the customer in a timely fashion

17

Handled Escalated Calls Appropriately

Offers an extended apology in a timely matter and with sincerity at any sign of customer dissatisfaction. Shows empathy to the customers concerns to avoid escalation. Uses Helgeson escalation policy correctly. Represents the client and Helgeson in positive manner from the call opening to the call close. CSR takes responsibility without placing blame. Customer stays calm and does not change their tone if customer becomes upset or escalated. All verbal exchanges are positive. May be heard saying verbiage, such as "I cannot speak to what he said. What I do know is this." Speaks accurately and with confidence when answering customer queries.

Apology offered but lacks sincerity when customer becomes upset. Does not use the Helgeson escalation policy correctly.

No apology offered. Call was not escalated in the proper manner.

Exhibited Professionalism 18 from Start to Finish

No Leniency

19

Demonstrated Confidence and Client Knowledge

Leniency for new hires and agents new to the client.

Fails to represent the client and Helgeson in positive manner. May argue or talk over the customer, say disparaging comments, insert rude comments, raise their voice in anger to the customer, or blame the customer or an Helgeson employee or partner. Negative comments toward the customer are heard after the call and may be heard by others, include other customers. Lacks confidence in answering customer queries. May be heard saying, "I am not not sure about that.. " or "I don't really know.."

Remained Solution 20 Focused

Uses solution focused language to focus on what can be done to help the customer. It may sound like "What I can do for you is" or "Let me do this for you"

Leniency for new hires and agents new to the client

Focuses on what cannot be done for the customer versus focusing on the solutions.