Attributes

Call/Chat Process Activity

The agent greeted the customer within the appropriate timeframe?
Did the agent verify the caller thru authorized means?
Did the agent verbally capture or verify the Contact Number (CBR) for the order?
Did agent use Salesforce appropriately to launch CSC for case/ticketing? [10 PTS/AF]
Did the agent advise the customer of the NPS survey? *If No, please select the reason on the dropdown below.
Didn't Advise

Did the agent properly disposition the contact in Salesforce? [10 PTS/AF] *If No, please select the reason on the dropdown below.

Did agent follow Dispatch Expectations? [10 PTS] *If No, please select the reason on the dropdown below.

Transfer Hold
Did the agent follow the call handling/transfer process? [10 PTS] *If No, please select the reason on the dropdown below.

Did the agent status the customer to avoid an excessive hold time as outlined in the guidelines? [10 PTS]*If No, please select the reason on t

Did the agent ensure there were no Silence/Dead Air opportunities? [10 PTS]

Customer Obsessed
Did the agent demonstrate integrity during the customer contact? [10 PTS/AF] *If No, please select the reason on the dropdown below.

Did the agent handle the contact with professionalism? [10 PTS/AF]
Did the agent transfer the call/chat if the caller requested a supervisor? [10 PTS]
Did the agent take ownership, show empathy and make every attempt to assist the customer or resolve the issue? *If No, please select the rea

Did the agent maintain an appropriate communication style throughout the entire call? *If No, please select the reason on the dropdown belo

Did the agent fully resolve the reason for the contact and eliminate the likelihood of our customer calling/chatting back? [10 PTS]

Auto Fail
Was an Auto-Failure observed? If Yes, please select the reason on the dropdown below.

QA Tracking Only
VRA - Did agent ask one gateway question to invite customer to use VRA when applicable based on troubleshooting flow?
VRA - Did agent gain customer permission to share VRA link?
VRA - Did use of VRA assist with issue resolution?
41. Was call released prematurely before call was complete? If Yes, please select the reason on the dropdown below.

Does customer have an open dispatch order/ ticket?

43. Did the agent camp on the line after the customer disconnected from the call? If Yes, please select the reason on the dropdown below.

If No, please select the reason on the dropdown below.

Total Score
 100%
Yes 10 10
Yes 10 10
Not Applicable 10 10
Yes 0 10
No

Yes 0 10

Not Applicable 10 10

Not Applicable 10 10

Not Applicable 10 10

Not Applicable 10 10

Yes 0 10

Yes 0 10
Not Applicable 10 10
Yes

Yes

Yes 10 10

No

Not Applicable
Not Applicable
Not Applicable
No

Yes
Not Applicable

100%