BEYOND BRIDGES

USA
QUALITY ASSURANCE TRAINING
 QA INTRODUCTION

Something about me:

Formerly employed as a TM and Quality Assurance Officer,

I bring extensive experience in managing calls and chats. I
am dedicated to furnishing valuable information and
rectifying operational errors.

Let us collaboratively forge a path towards a more

prosperous future for both the company and ourselves.

AFFAN ALI GHANCHI

 AGENDA

• Calling Discrepancies
• Resolutions
• QA Criteria
• Weekly Reports
CALLING DISCRAPENCIES

• Opening and closing missing.

• Speaking while the customer is speaking.
• Pitching on the fast pace.
• Putting the customer on hold without informing.
• Telling the operator to directly transfer to the manager.
• Not paying attention while speaking and listening.
• Speaking in a language that the customer is not able to speak.
• Not taking enough names of our products.
HOW CAN WE OVERCOME THESE??
Resolutions for YOU!

• Opening of the call:

Hello!
This is Tony calling from Beyond Bridges.

• Closing of the call

Thank you for your kind response- Have a good day - Take care Bye
It was pleasure talking to you - Have a good day - Take care Bye
SPEAKING WHILE THE CUSTOMER IS SPEAKING
This part has 2 scenarios!
Scenario 1: Interruption of the client while the you are speaking, here you can let the
customer speak by saying “Yes! Go Ahead.” and let him finish first because once he is
finished the client won’t be able to interrupt and when you start speaking there won’t be any
HALT.
Scenario 2: Interrupting the client while he is speaking, This is against the calling
etiquettes.
Hey Guys!
I totally get that while taking enough calls in a day, While absent mindedly your pitching
pace and presenting your self and presenting the brand name gets fast enough that the
person you guys are on call with doesn't understands and just waits when you will finish.

To overcome this you need to slow down a little bit while introducing yourself and the
brand and the most Important part PITCHING.
HOLDING THE CLIENT
Here you guys need to understand something!
No one like’s to wait or put on hold, Here you should be fast enough to cater the client’s
query or asking the client to be put on hold for a few mins so that you can answer his query
better, When you ask for the time put yourself on Mute when comeback on the call thank
the client, this makes a sense of professionalism and maturity Infront of the client.
OR
You can engage in talking with the client (without sharing your personal info) and proceed
to check for his query by this you won’t require him to wait.
TELLING THE OPERATOR TO TRANSFER TO THE
MANAGER
What I have observed that in some of your calls, what you guys say when the operator receives
the call (New Clients – Cold Calling)
CAN YOU TRANSFER ME TO THE MANAGER?
Put yourself in his place a imagine if you will be pleased to hear this? If not.
Here if you don’t know if the person speaking on the call is the manager, you can say am I
speaking to the manager?
If you know that the person is the operator, you can introduce yourself and the BRAND, and
then ask for the transfer.
As we know for the existing customers that we directly talk to the managers as a follow-up for
new orders.
PAY ATTENTION (SPEAKING & LISTENING)
While Speaking we need to pay attention as in some calls we quote those things to the clients that
are not true.
Example: Telling them we are the choice approved vendors for Terry products.
While listening we need to be vigilant enough that whatever the client is speaking or providing the
details we don’t require him to repeat.

Because if we are tired of anything we say:

‫کیا آپ بہرے ہیں؟‬

SPEAKING IN A LANGUAGE CLIENT IS NOT ABLE
TO SPEAK
If the customer is not able to speak English, Go ahead speak in Hindi or Gujrati or Punjabi
if required.
This creates a sign of relaxation and presenting your words in the most appropriate manner,
the client will be able to speak more passionately and clearer.
USING A FEW OF OUR PRODUCTS IN THE PITCH
While Pitching the products what I have observed that you only use bedsheets, bedframes
etc.

Here you need to pitch enough of our products at least 2-3 products like you can pitch like

We deal in top quality hotel amenities like towels, Bedsheets, blankets and bedframes and
many more!
POINT TO NOTE: Use the products that should be sold in a specific weather.
For Example we won’t pitch for blankets in summer, we should go for that in winter and
can pitch for towels
QA ASSESMENT CRITERIA
 QA ASSESMENT CRITERIA

Criteria Individual Weightage Section Name and Total Weightage

prepared for the call 2.5
Introduce the brand 2.5
Intial Greeting Section Points: 10
Introduce Yourself 2.5
showed courtesy to the CX 2.5

Pitching of the Products 6

Show great knowledge of the products 6
Benefits from the products 6 Evaluation of agent's Selling Skills Points: 30
Appropriately managed CX objections 6
Informed the payment structure to the CX if proceeded for final sales 6

Build Repport with the CX 7.5

Active Listening to the CX 7.5 Evaluation of agent's CX handling Skills
Avoid speaking over the CX 7.5 Points: 30
Even if the call is received by the operator, need to address the reason of call in a short manner. 7.5

Action taken after the call 2.5

The CX called for any information, Its address in appropriate manner 2.5
Intial Ending Section Points: 10
Thanked CX before ending the call 2.5
wait for the CX to end call first 2.5

Informed CX with all the process of the sales. 5

Demonstarted Confidence 5
Assesment of agent's Overall Call Points: 20
Didn't used short Forms or jargons 5
Agent is patient , polite and active while listening to the CX 5
WEEKLY REPORTS
Grades Percentage
A 80% and above
B 70% - 79%
C 60% - 69%
D Below 60%

• Evaluated call remarks

• Coaching (If there are any)
• Overall Performance percentages
QUESTIONS
THANK YOU!