QA Scorecards
How do you let the QA team and supervisor know that you have reviewed the evaluation?
- You must acknowledge the evaluation by clicking on the thumbs-up button at the top right.
Win-Win Escalations
1. Tension and hardening
2. Debates
3. Actions not words
Following up and being dependable
- Be transparent
- Build trust with the client
- Follow up regardless of the outcome
Things To Check Before Sending An Email
- Spelling, punctuation, and grammar.
- "From" and "To" email addresses.
- Make sure to send off a case.
- Ensure your signature is correct for your position.
Verification: How can we verify the name of the person we will be talking to?
- Ask the agent during the help room interaction.
- Ask the agent during the warm transfer.
- Confirm with the caller at the time of greeting.
What scorecard has AutoFail as an option?
- Resolution Interaction Review v1
Lose-Win Escalations
4. Images and Coalition
5. Loss of Face
6. Threats
How do we show active listening?
- Reassuring the client.
- Displaying sympathy regarding their situation.
- Acknowledging or paraphrasing their concern.
- Engaging in rapport opportunities.
Expected Response Time For Email And Callback Cases
- Initial response within the same shift.
- Follow-up response within 24-48 hours (every time).
Ownership: What can we do when the client says they didn't get an email from us?
- Verify the email address on file.
- Check the Alteryx report.
- Enter a ticket.
- Resubscribe the client.
- Suggest the client whitelist us (there is an email template for this).
What is the QA grading scale?
- 1-4 Scale, with N/A as an option on every question, and AutoFail available as well.
Lose-Lose Escalations
7. Limited Destruction
8. Total Annihilation
9. Into the Abyss
How can we convey a positive tone?
- Gauge your tone based on audience and context.
- Be confident, and avoid filler words.
- Have a friendly, positive, and professional approach.
Daily Communication Between Leads Should Include These 4 Things
Tasks, meetings, when you're stepping away, and when you are with an agent
Ownership: How often should we be agent erroring?
- Every time we find an error from an agent (Especially on escalated transfers).
What is the main goal of QA evaluations?
- To ensure we follow our processes, procedures, and to provide top-quality customer service for our clients.
- To have a metric for Quality.
How do we sound confident?
- Owning and guiding the conversation
- Being prepared with information to assess the needs
- Speak calmly, clearly but be reaffirming.
Steps To Accurately Document An Interaction In Salesforce
- Log the call to the case and the client.
- Utilize the proper reason code.
- Cases should be created correctly.
- Person account must be updated or created if necessary.
- For cases, move it to the proper queue if necessary.
- Make sure to leave case comments.
- Enter CCR and work items properly.
Ownership: What should we do when placing an order?
- This includes C&Ring an order, reships, and normal order placement.
- We must verify each step of the checkout process.
What is AutoFail, and how does it impact your overall QA score?
- AutoFail is a scoring option that sets the evaluation to zero.
- The first AutoFail for a representative is non-scored. (Does not hurt your QA Score).
How do we show empathy?
- Staying genuine.
- Letting the client know you understand their frustration.
- Using empathy statements such as "I appreciate your patience."
- Matching our tone to our message.
When should we enter and process CCR refunds?
- We must enter the CCR as we work on the resolution for the client. If we can't process it right away, it will go to the queue for the refunds team to work on.
- We can't refund until the order has been charged.
Empathy: How often should we display empathy?
Three answers
- As often as needed
- As part of our initial assessment of the situation. We should offer an empathy statement before we begin to explain what we will do to address their concern.
- As part of your resolution statement.