Did the agent document the contact information properly? (confirming the caller's name, contact telephone and email address)

Examples of Yes
Agent identified the caller’s name email address and phone number. If information does not auto populate, please attain such information

Sample verbiage agents may use
"May i please have your first last name and the spelling?" "May I please have your email adrress and Phone number?"

Sample verbiage to NOT use
What is your first and last name. What is your email address and phone number

Examples of No
No confirmation of the name email address and phone number.

Did the agent actively listen to and acknowledge the customer? (was the need was understood and clarified?)

Examples of Yes
Agent properly and politely addressed the customer. Agent had friendly engagement and built genuine rapport.

Sample verbiage agents may use
"Thank you for your feedback." "I appreciate your patience." "We appreciate the opportunity to make this right." "I understand your disappointment and will do my best to resolve this." "I'm happy to hear your love our…." "Always happy to talk with long time customers/fans of our products." "Let's find the right product for your needs."

Sample verbiage to NOT use
UmmHmm Could you repeat that? I did not hear you or I do not understand.

Examples of No

Customer states "You don't understand me", "You aren’t hearing me".
Customer's tone changed from positive/neutral to negative as result of engagement.
Agent does not thank the customer when applicable.
Agent does not apologize to the customer when appropriate.
Agent lacks attention, speaks in monotone, or sounds tired.
Agent lacks positive emotion.
Agent does not address customer properly.
Agent does not engage proper hold time.
Agent does not modify engagement approach to match strong cues from customer.

Did the agent control the call, take ownership of the issue?

Examples of Yes
Agent identified the needs of the customer early and adjusted flow to meet it. Agent provided resources for future reference or to follow along. Agent informed the customer of time required to work through inquiry and confirmed customer accepted. Agent scheduled follow up or alternate solution if customer required additional time.

Sample verbiage agents may use

"Ms. / Mr. how are you with time? This process may take some time and I want to make sure you are ok with it."
"Would you like some time to consider this? I'm happy to send you a detailed message for you to reference if you need to follow up with us."
"Allow me to send you the instruction manual for you to follow along."
"I understand you are short on time, here's what we can do..."
"I understand you have contacted before, let's make sure we cover everything and bring this to closure."

Sample verbiage to NOT use
Well, it is up to you if you would like to.. I am not understanding. You can go to our website.

Examples of No
Agent did not work to identify customer's time, patience, level of assistance required. Agent did not offer alternative solution if time was short. Agent did not offer alternative solution if customer required additional help.

Did the agent answer all customer questions fully, clearly and concisely and prevent repeat contact

Examples of Yes
Provide correct product knowledge Simple instructions for resolution Agent should match the pace of the customer.

Sample verbiage agents may use
"Happy to see what we can do here. May I collect some information from you to add to get started?" "I'll need to ask some details so that we can initiate the next steps." "Before I can determine next steps, allow me to fully understand your concerns/needs/situation.." "Allow me to clarify some things before we get to collecting that information."

Sample verbiage to NOT use
Did not address customers needs or referenced incorrect issue Asked relevant diagnostic questions Did not address all issues Did not provide all information or steps required for resolution

Examples of No
Agent requested irrelevant information. Agent missed questions to bring about a proper resolution. Agent collected information in a manner, or order, which complicated the situation, extended the interaction time, extended the resolution timeframe, resulted in additional effort, or resulted in the wrong or improper solution. Did not meet the cx pace and tone

Did the agent provide an exceptional customer experience (soft skills, professionalism, empathy)

Examples of Yes
Agent used proper grammar. Agent showed empathy. Agent apologized when appropriate. Agent used proper tone and energy level, etc. Agent thanked the customer for their purchase/patience/feedback, etc Agent was polite.

Sample verbiage agents may use
"Thank you for your feedback." "I appreciate your patience." "We appreciate the opportunity to make this right." "I understand your disappointment and will do my best to resolve this." "Let's find the right product for your needs."

Sample verbiage to NOT use
There is nothing we can do for you. This is our Policy.

Examples of No
Agent referenced wrong source for information. Agent utilized tool incorrectly resulting in wrong information or solution. Agent did not use any tool when required.

Did the agent offer the correct solution to meet the customer’s needs?

Examples of Yes
Agent explained actions taken or to be taken. Agent explained next steps and/or offered to send email with detailed next steps. Agent quoted proper expectations in terms of timelines. If follow up required from customer, agent emphasized time or importance of this action in order to initiate next steps.

Sample verbiage agents may use
"Here's what to expect next…" "Within the next (x) days you will receive…." "Overall you can expect the process to take (x amount of time) "Here is what we will need from you to get started…"

Sample verbiage to NOT use
Did not address customers needs or referenced incorrect issue Asked irrelevant diagnostic questions Did not provide all information or steps required for resolution

Examples of No
Agent did not explain next steps. Agent did not provide clear timeline. Agent did not provide clear direction for customer to follow. Agent provided inadequate or incorrect information regarding next steps or expectations.

Did the agent properly document the interaction in C4C/CRM? (utilized the correct category and disposition, notating the correct details and creating a ticket)

Examples of Yes
Agent sent out required documentation as needed or as requested by customer. Agent escalated as needed or as requested by customer. Agent completed all follow up tasks as required or requested by customer. Agent called back, or follow up, with customer if information is missing, requested by customer, or as required to resolve issue. Serial number Mailing address

Sample verbiage agents may use
NA

Sample verbiage to NOT use
NA

Examples of No
Agent did not create the ticket/case as required. Agent selected wrong status/country/brand/etc. Agent makes the ticket off the wrong existing case. Agent did not complete all required fields. Agent's notes are vague.

QA Guidelines

QA Guidelines