Scoring Methadology
Here at Coach, we don't display a ______. Instead, we use a ranking word to show how an agent is doing.
Numeric Score
We didn't look over the notes or item details! This call is giving me the blues. We have to make sure to be observant of our _____.
Clues
Where can I find more information about how to breakdown each element on the Quality Evaluation Form?
Definition Guides
Who is "they", we all work as a team here so we should use inclusive language. Let me make sure to give that feedback in this element.
Language that Reflects the Brand
Hmm... This metric seems to be a little high maybe I should listen to longer calls to identify how to improve this metric.
Average Handle Time
NICE JOB! This CCP is really hitting those expectations. Next time let's just make sure we offer final assistance and return from that hold just a bit sooner.
Achieve
Connecting with the customer is always our aim. A simple way is to make sure that at the start of the call, we use their _____.
Name
The 5 goals of evaluating should always be at the "At the forefront of our minds". This resource is there to remind us of why and how we give feedback.
The Evaluators Handbook
Quality being a punishment is such a crazy misconception! We want to ensure that CCPs are also being noted for their strengths to recommend movement within the company
Facilitate Growth Within the Brand
If only we had offered a belt to match those shoes! This could be a great opportunity to better this metric.
Units Per Transaction (UPT)
This CCP is new to the floor so it's understandable that they would be in this ranking. BUT we want to make sure to work on that as there were a few missed opportunities.
Needs Improvement
"Was there anything else I can help you with?", what a great action! Making sure that we are ensuring their _____.
Satisfaction
When in doubt... and when not in doubt. I should check here to make sure I'm up to date on policy and procedures.
What a polite and self-assured call all the way through. This customer knows we definitely are here to help. I'm going to score my 'yes' here with a positive note.
Desire to Help
"I'm never shopping with Coach again!" uh oh! This week we are probably going to have a low _____.
CSAT
Yipeee and KUDOS! Now this is a call that we can use as an example when training asks for examples of how it's done
Surpass
OMS? Submit A Case? Narvar? This customer won't be able to jump on this Coach Outlet bargain if we keep using all of this _____.
Jargon
If only I could find a list of all of our recent promotions and online trainings.
The Coach Journey
Did we place this customer on a hold without asking permission? That's a no-no that we can place in this element
Providing Timely Responses
I'm blown away!!! This CCP was able to turn a really difficult return call into placing an order. This is really going to improve their ______ metric.
Sales Conversion
Sadly, it looks like we ended the call mid-conversation and never called the customer back. This contact won't be getting a score as we need to submit a _____.
Behavioral Form
How did we get from talking Coach bags to our favorite coffee shop order? We're supposed to be giving product information not having _________.
Non-Value Added Conversation
Oooppss! I've looked everywhere but still don't know for sure. But no worries that's okay. I can look to ____ for more information on how to score this interaction.
"Sure! You can return your item to your local Coach outlet store. Oh wait! I see your item was placed at retail. Oh! I meant Outlet. You should be able to return at... I'm so sorry. You can return at that store" That was a bit confusing, we can score this in which element
Clear and Concise Communication
Another outbound call for help? While we want to encourage reaching out when needed this is going to result in a very high _______.
Ambassador % Per Contact