QA Rubric
What is your zipcode/area?
Are you the owner/authorized payer?
What services are you needing?
What do you do if a customer wants to cancel their Membership Plan?
Transfer to Plans Department
Call Center Leadership
Which Call Center Team Member has the most animals?
Hailey!
What should you ALWAYS do before giving the Trip Fee?
Instill the value!
What call classification would you use for a "Robo Call"
Vendor/Marketing
Who emails itemized invoices to customers?
CSRs!
How many Call Center Team Members have a family member or partner that also works at Tom Drexler?
5
A customer calls in at 7pm wanting same day for a Piping Leak - What can you do instead of Offering Standby?
Offer to still schedule and if they find someone sooner to cancel
Who would you email for a Mail List Removal Request?
MTG Customer Feedback Email
Who do you call to cancel a SOLD Job Monday-Friday before 5pm?
The Rehash Specialist
How many Call Center Team Members have children?
12!
What is the most common low scoring "Call Type"
Unbooked
What Job Type do you book when booking an Extended Area?
The Job Type associated to the customer's request
What do you do if a customer asks for a manager at the beginning of the call?
Find out what it is regarding FIRST
Which month has the MOST Call Center Team Members Birthdays?
February with 4 Birthdays