Chat/Email
The customer explained their issue in German and the agent responded in English, which affected clarity, leading to confusion and back-and-forth.
Effective Communication - NA
On a phone interaction, the agent ended the conversation without asking "Is there anything else I can do for you?"
Maintained Interaction Control - PA/NA
Agent A connected with the customer by email to share the ETA for the Mugs as December 24th, The customer email us on December 25th saying the mugs are missing. Agent A. responded to the email on January 1st. How'd you assess Maintained Interaction Control?
Maintained Interaction Control - Not Applicable (n/a)
I'm sorry about what happened to your order. I've escalated to our production team so we can do better in the future.
Effective Communication - FA (with coaching)
On a chat contact, the account has the company's name, and the agent keeps calling the customer by the name, instead of the customer's actual name.
Effective Communication - PA with coaching.
If the majority of the interaction had dead-air where the agent took 30 secs, 45 secs, 60 secs, 80 secs and 10 secs to respond to the customer throughout the 16 minutes call. How should this be assessed?
Maintained Interaction Control - NA
Though this was not the standard throughout the interaction, the specialist did not respond right away and the customer asked if the specialist was still connected in less than 60seconds.
( 3m 33s ) Customer: I have a card designed
( 4m 26s ) Customer: You here?
( 5m 24s ) Agent: The cost would be 22.62 for 250 cards
Maintained Interaction Control - FA (coaching to be more responsive)
The agent set expectations (ETA and email) after saying "Thank you for choosing VistaPrint. Have a great day!" Given that this was done after the closing spiel, how and where should this be assessed?
PA - Maintained Interaction Control.
(2m 46s) Customer: Can you help me understand how's it possible that it was separated between 250 correct spelling and 50 incorrect spelling?
(3m 41s) Agent: I can see that you have two separate projects saved on your account. One reflects the correct word, while the other shows the misspelled word.
(5m 10s) Agent: One possibility is that since we don't have quantity of 300, the first project with the correct word was added as 250 then the other project which has the misspelled word was added as an additional 50.
There were several misses of the 60-secs response time.
Maintained Interaction Control - PA/NA
The agent kept overemphasizing the "H" on every word starting with a vowel. For example: "after" was pronounced hafter" and the customer understood the message and the interaction was smooth.
Effective Communication - FA (with coaching point)