Performance Metrics
The score is based on 10 quality markers that reflect how well you support your customer during the call.
What is SQS (Service Quality Score)?
Pass a lead to Sales via warm transfer or scheduled call back.
What is SER (Lead Pass)?
This proves active listening and ensures the solution is grounded in the customer's stated needs.
What is Information Capture?
Queue for prospect who want to buy / learn about QB Live
What is QBLive sales?
SBC Phn QBLive Sales
Gather data — collect the following to share with the next Expert:
What is a new migration
Measures overall customer experience using three classifications:
Promoter (9-10), Neutral (6-8), and Detractor (0-5)
What is tNPS (Transactional Net Promoter Score)?
Upgrades customer directly in the S2S panel —instant, no transfer.
What is S2S (Serve-to-Sale)?
This goes beyond simple data entry; it aims to uncover the customer's experience, struggles, or motivations.
What is Needs Discovery?
Queue for customers who want to cancel Quickbooks Online
What is QBO Saves?
US GBSG OL QuickBooks Saves Phn
Verify the migration
What is a successful migration?
Daily count of contacts connected and completed by Experts
What is Contacts Connected?
You hear:
"My business is growing"
"I need more users"
"I spend too much time on repetitive tasks"
"I need better reporting"
What is S2S?
QBO Upgrades
Create → Upgrade
"Links setup to tangible outcomes" - Shows how actions using a feature or task lead to reports, taxes, or financial visibility.
What is Outcome Links?
Dial 800-874-9426. Enter Client ID 744324. Press 1 for Spanish, 2 for other languages. Enter Access Code 33114 then #.
What is the translator line.
When the customer isn't ready, or doesn't meet the requirements, to migrate yet.
What is a future migration
Average duration of connected calls from call start to call end with min/max levels of 30min-90min.
What is AHT (Average handle time)?
You hear:
"I need to pay my employees"
"Payroll taxes are a pain"
"I'm hiring my first employee"
"I need to track time"
What is S2S (Serve-to-sell)?
QBO Payroll (Workforce)
Create → Order
"Prioritizes high-impact steps" - Leads with the steps that matter most for this customer's situation or the customer's preferences first by restructuring the call based on their needs
What is Priority Sequencing?
Queue for customers whose Quickbooks Checking account application is denied
What is Green Dot: 833-603-0416
1. Identify the roadblock
2. Verify the environment
3. Collect and connect (Desktop license number, QBDT version,error codes>Warm transfer)
What is a failed migration
An onboarding-specific quality scoring framework (also called MOTS) for Assisted Onboarding calls
What is Moments of Truth?
You hear:
"I want someone to just do the books for me"
What is SER (Lead Pass)
Intuit Expert Full Service Bookkeeping
Create>Lead>Warm transfer/Scheduled callback
"Connects the task to the customer's stated goal" - anchors technical work or the functionality directly to the customer's specific objective or need, ensuring relevance
What is Goal Anchoring?
Queue for customer with a chargeback from suspicious invoice payment
What is Merchant Services Risk
QB Risk Ops Payments Only
File size limit and Quickbooks Desktop version supported
What is less than 4 million and Quickbooks Desktop 2022 or newer