Where do I belong?
I was told I was going to get a call back yesterday, but no one called me
What is Employee Did Not Meet Expectations?
What is Lack of Communication/call back?
Client calls into Tech Support advising they called a few days ago to add tip option, but it is still not showing. Tech Support agent apologizes and updates tip option. Test transaction was ran to confirm it is added.
What is To Capture?
Hello, this is Robert from Bank of America. This call may be monitored or recorded for quality assurance purposes. May I speak with John Doe?
What is Pass?
Tech Support Agent warm transfers call to Activations for training; however, remained on the line unnecessarily after completing the warm transfer.
What is Coaching on Q17?
Coaching: Agent remained on the line unnecessarily after completing the warm transfer.
My machine is just loading and loading. I can't get to the next screen.
What is Equipment Functionality Problems?
What is Terminal not working/responding?
Client called in to get trained on his new device. Client states that the color of the machine is so bland and wanted to exchange for a different color.
What is Not to Capture?
Agent: Thank you for calling Bank of America. This call may be recorded or monitored. My name is John. How can I assist you today?
Merchant: Spanish
Agent: (brings Language Line on the line) I have a Spanish interpreter. I was calling to go over the training with you today.
What is Fail?
Agent did not provide call recording disclosure to the merchant after interpreter got on refer to Obtain Translation Assistance - Merchant Services/ servicing Or enterprise merchant operations (EMO) step 7
What is Fail on Q16?
Agent spoke over/interrupted the client, Coaching- Agent did not communicate professionally
I was told cellular data is free, why am I being charged $19.99 each month?
What is Employee Did Not Meet Expectation?
What is Misinformed by Employee?
Client called in and said calling Tech Support is such a pain and he always has to be put on hold multiple times and it takes forever to get an answer. Client states wishes that associates were better trained.
What is to Capture?
Agent is speaking with merchant and asks what their merchant ID is. A background voice can be heard providing the MID. Agent says thanks and continues with the call.
What is Fail?
Agent should have provided the Call Recording Disclosure as a third party can be heard engaging in the bank conversation.
Agent tells the merchant to wait just a moment while they further research. Merchant is on hold for 7 minutes.
What is a Fail on Q17?
Agent allowed an excessive gap in interaction, without providing updates and/or requesting additional hold to research/resolve concern
I told the rep that I just needed to be able to accept simple payments every once in a while, why did I receive this big device in the mail?
What is Employee Misconduct Allegation?
What is Employee sales pressure?
Client called in to MCO, stating they called last week and was told that tips were added to their device, but it is not working. MCO agent warm transferred to Tech Support for further assistance.
What is Not to Capture?
Merchant Consultant calls in with the merchant and asks to assist with language barrier. MCO agent states that is ok as long as they can verify AVS code. Agent continues to assist with the call.
What is a Fail?
Agent did not confirm if the MC was Non English language Certified by the bank
Agent takes call on 8.13.2023. There is a complaint identified, but not captured. QA reviews the call on 8.18.2023. EMO Complaints team is engaged and agent submits the complaint outside of SLA.
What is Update question 7 to a fail
The previous associate was so rude, calling me a liar that I broke my device, but it was broken when I got it.
What is Agent Behavior/Rude Treatment?
What is Equipment Fulfillment Problems?
What is Equipment damaged?
Client was speaking with Tech Support and advised they spoke with MCO a few days ago to update their DBA name, but it is still showing the old name. Tech Support advises they can transfer them to MCO to assist, but customer does not have time right now and disconnects call.
What is Not to capture?
Call comes in High Risk. Caller John Doe states he is a clerk at the store, and the owner told him to call to update the account where funds are being deposited. MCO agent proceeds with updating the account; however, John Doe is not listed as a related party or authorized contact.
What is a Fail?
MCO Agent should have confirmed that John Doe is authorized to complete the requested action.
Merchant calls in to tech support as their previous two requests to add logo to receipt were not fulfilled and they insist on only speaking to a supervisor. Agent promises to have someone contact them as soon as possible.
What is agent should create a Bolt documentation, Bolt escalation, and CTR case?