GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Quality
Assurance

Facebook
GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Welcome to Facebook!

We're glad you're joining the team!

This is the beginning of an exciting journey.

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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Our ambitions
Positive experiences
Quality helps build trust and deliver positive experiences for our customers
through a comprehensive set of operational metrics known as the Quality
KPI framework (scorecard).

Provide measurable, action-oriented insights

Provide measurable, action-oriented insights to drive global vendor
consistency and continuous improvement to the customer experience at
scale

Program efficiency
The goal of the Quality Program is to improve the quality of support that
Client Concierge provides to internal and external stakeholders while driving
higher program efficiency.
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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Get to know the

center Behavioral

Meet the different sections

The Quality KPI framework is designed to be scalable across

all programs, vendors and support formats within the Client
Concierge family. This solid yet flexible framework focuses on
customer experience and allows the team to combine Business Compliance
quantitative metrics with qualitative signals to drive service
improvements and scale operations.

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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

1. Communication

2.Professionalism

3.Investigation
Behavioral
4.Explanation

5.Knowledge

6.Conclusion
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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Communication
Attributes

C1 Usó una introducción de marca basada en los estándares del

programa y las interacciones pasadas con los clientes.

C2 Pregunta por el problema, si el cliente aún no lo ha proporcionado.

C3 Mostró señales de empatía y reconoció las prioridades del cliente.

C4 Adaptado al cliente: tono, ritmo, lenguaje, jerga, sofisticación,

matices culturales y cortesía común utilizada.

C5 Usó la gramática, la ortografía, la sintaxis y el formato correctos.

C6 Mostró escucha activa.

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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Professionalism
Attributes
P1 Mantuvo un tono positivo durante toda la interacción, evitó las
palabras negativas y no mostró sentimientos o frustraciones
personales.

P2 No compartió información sensible / inapropiada, imágenes

(incluidos GIF), enlaces y / o uso excesivo de emojis.

P3 Demostró responsabilidad, propiedad y utilizamos declaraciones

de "nosotros".

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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Investigation
Attributes

I1 Reafirmó la información del cliente, las preguntas, los

problemas y confirmó el resultado deseado para demostrar su
comprensión.

I2 Investigación eficaz utilizada; hizo preguntas específicas para

comprender las necesidades del cliente.

I3 Utilizó las herramientas comerciales disponibles y realizó la

debida diligencia en la investigación.

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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Explanation
Attributes
E1 Reconoció y proporcionó respuestas claras a cada una de las
objeciones, inquietudes y / o preguntas del cliente.

E2 Proporcionó orientación completa; contexto y pasos

(incluidos recursos adicionales para nuestros clientes, si
corresponde).

E3 Causa raíz explicada (para ayudar a los clientes a evitar

problemas similares en el futuro), si corresponde.

E4 Establezca expectativas con respecto a las tareas y escaladas

XFN correctamente cuando sea necesario.
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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Knowledge
Attributes
K1 Proporcionó información correcta sobre los productos,
políticas y procedimientos relevantes de Facebook al cliente
para todos los problemas.

K2 Usó procesos XFN correctos / necesarios / detallados o de

escalamiento de alto riesgo que resuelven los problemas del
cliente de manera efectiva.

K3 Proporcionó soluciones o soluciones alternativas

aceptables y compatibles donde la resolución deseada no era
posible, si corresponde.

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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Conclusion
Attributes

CON1 Confirmó la(s) cuestión(s) tratadas y su respectiva

resolución con el cliente cuando sea necesario.

CON2 Usó una línea de cierre correcta y de marca

basada en los estándares del programa con los clientes.

CON3 Completado y cumplido con todos los

compromisos asumidos a lo largo de la interacción (por
ejemplo, escalada posterior a XFN, recursos, etc.)

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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Evaluation 1
Evaluation Form Did not Demonstrate

2
Opportunity for Improvement

3
Meets all requirements

4
Exceptional!

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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Business Critical Components

1. Did we verify customer information?
2. Did we accurately log KB?
Evaluation
3. Did we accurately select the correct L1 tag?
Options:
4. Did we accurately select the correct L2 tag?
Pass / Fail / Not Applicable
5. Did we accurately select the correct L3 tag?
6. Did we accurately log the case status?
Result:
7. Did we follow the cloning & duplication process correctly?
8. Did we follow the C2P/E2P or C2E process correctly?
9. Did we follow SLA (first and follow up interactions for all support channels)?
10. Did we send the right survey pitch?
11. Did we CC the right individuals in all comms including tasks and
escalations?
12. Did we use the correct CRs?
13. Did we accurately follow Lead Gen process?
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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Compliance Critical
Attributes
Evaluation
1. [Calls Only] Was a call disclosure stated at the beginning of the
Options:
call? Pass / Fail / Not Applicable
2. [GPAC Only] If required, was a basic or advanced authenticity check
performed? Result:
3. Did not share any sensitive or internal information
4. Did the agent use the approved external messaging for high-risk
situations (such as Cambridge Analytica, Elections, and Whatsapp -
LATAM)?
5. Did we follow Code of Conduct?

Conductas que acarrea procesos disciplinarios 09

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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Metrics

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GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Mock Evaluation
At the end of the training, candidates would have the opportunity to prove their knowledge and abilities
obtained during the training.

Mock Email 40 minutes

Mock Chat 30 minutes

GUIDELINES FOR THE DEVELOPMENT OF QUALITY ON FACEBOOK

Thank you!

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