Quality Monitoring Unit

Manual Scoring System

Scoring Manual
Version 1.0

Table of Contents
Overview ...2
Objectives.....2
Scoring System Technique......2
Definitions & Rules.....3
Benchmarks: .......3
Monitoring attributes Methodologies: ... .. 3
Scoring Sheet Items Explanation:......4
Uses appropriate welcome (Non-Critical)....... .5
Correct information given to customer [Critical to Customer].`....6
Logged all information correctly with using customer history [Critical to Customer] .7
Using effective and appropriate troubleshooting [Critical to Customer] .. 8
Logged customer Inquiry & the Model correctly on the System [Critical to Business] .9
Control the call & appropriate call length (Critical to Business) ....10
Companys Image [Critical to Business] .... 10
Using Professional Language & avoids slang (Non-Critical) ....... 11
Follows the correct hold/transfer (protocols) ....... 12
Interactive and positive with customer [Non-Critical] ..... 13
Active listening ----(concentration-listen-acknowledge) ...... 14
Interrupting Customer (Non Critical) ....... 14
Way of speech ( Clear, Enthusiastic, tone, speed) ........15
Used customer's name (Non Critical) ..........16
Dear air- Mute...........16
Review customers data while inquiry .........16
Taking Responsibility & Willingness to Help ((Critical to Customer) ..... 17
Exceeding Hold duration........ 17
Offers extra assistance / Standard Closing ...18
Avoiding Call or Intentionally Disconnecting Call......19
Used inappropriate, Offensive or Rude Comments or Behavior..20
Escalation process (Critical to customer) ..22
Recommendation ..22

Overview:
This manual seeks to define the features of scoring factors, starting from defining the monitoring rules
reaching down to the explanation of each factor/attribute by classifying factors containing similar
attributes.
Applying this monitoring factors will enable the monitors to define and measure the defect areas in a
precise way which will enable having accurate analysis that will aid in identifying the reasons of these
defects, developing corrective actions plans that will lead to performance improvement rates.
This scoring system is in compliance with the COPC (Customer Operations Performance Center)
International standard of contact centers quality management and includes all the items recommended
by the COPC organization.

Objectives:
Based on manual design we are going to achieve the following objectives:
Distinguish between the different types of errors (i.e. Critical to customer, Critical to
compliance, Critical to business and Non-Critical errors)
Achieving consistency between monitors by eliminating source of scoring deviations.
Provide accurate Figures of call accuracy that will allow further analysis and process
improvement.
Achieving high customer satisfaction rates by extracting the errors that affect the customers.
Correlating [Customer Survey] with quality factors and attributes.

Scoring System Technique:

The scoring technique is not based on scoring, but it's based on Critical errors [CTC, CTB, Compliance],
and Non-Critical errors where each Critical error turns the monitoring score to fail same as getting 3
Non-Critical mistakes will also turn the score to fail.
These errors can affect badly on customer satisfaction level which translated as Critical errors that
cannot be recovered easily or non-Critical errors, which have less impact on both customer and
corporate image.
To get better knowledge, below are the definitions that represent Critical errors and non-Critical errors.

Definitions & Rules:

Critical Errors:
Inaccuracies that cause an entire transaction to be deemed defective. Typically, these are errors that will
cause the end user to contact the CSP again or result in unnecessary expense for the end user (End User
Critical Errors), or on the service provider (Business Critical Errors).
Critical to Customer:
Anything from customer perspective that cause the transaction to be defective such as: Not Solving the
query [whether or not this necessitates a repeat transaction], Mistreat the customer, Failure in
communicate clearly.
Critical to Business:
Meaning that this error from business perspective that causes the transaction to be defective, Such as:
Unnecessary cost to the Business, or unnecessary loss of revenue.
Critical to Compliance (Not applicable)
Errors associated with national, State or federal compliance [Ex. NTRA] and affect customer Privacy.

Non-Critical Errors:
Inaccuracies that do not cause an entire transaction to be deemed defective. These may include errors
in professionalism, soft skills, and some data input errors.

Benchmarks:
Quality Assurance Monitoring Benchmarks:

Critical to Customer Error accuracy:

Critical error percentage 95%
Critical to Business Error accuracy:
CTB error percentage 90%
Critical to Compliance Error accuracy: Not applicable
CT Compliance error percentage 99.5%
Non-Critical error accuracy:
Non-Critical Error percentage 95% Recommended

Monitoring attributes Methodologies:

The scoring Manual attributes system is based C-Sat (customer satisfaction survey) , putting into
consideration the main dissatisfaction reasons which correlated with the main satisfaction rate for the
last 4 months to be reflect Voice of the customer.

Scoring Sheet Items Explanation:

Attributes

weight

1- Opening (Non-Critical)
1-a- Uses appropriate welcome

Non-Critical

2-Knowledge and Accuracy (Critical to Customer)

2-a- Correct information given to customer
2-b- Logged all information correctly with using customer history
2-c- Using effective and appropriate trouble shooting

Critical to Customer
Critical to Customer
Critical to Customer

3-Buisness Requirements (Critical to Business)

3-a- Enter customer Inquiry& the Model correctly on the System
3-b- Control the call & appropriate call length
3-c- Companys Image
3-d- Follow Up the required call Scripts

Critical to Business
Critical to Business
Critical to Business
Critical to Business

4-Professional Handling Techniques (Non-Critical)

4-a-Using Professional Language& avoids slang
4-b- Follows the correct hold/transfer ( protocols )
4-c- interactive and positive with the customer
4-d- Active listening ----(concentration-listen-acknowledge)
4-e- Interrupting Customer
4-f- Way of speech( Clear, Enthusiastic, tone, speed)
4-g- Used customer's name
4-h- Dead air- Mute
4-i- Review customers data while inquiry

Non-Critical
Non-Critical
Non-Critical
Non-Critical
Non-Critical
Non-Critical
Non-Critical
Non-Critical
Non-Critical

5- Call Professionalism Management (Critical to customer)

5-a- Taking Responsibility & Willingness to Help ((Critical to Customer)
5-b- Exceeding Hold duration

Critical to Customer
Critical to Customer

6- Closing (Non-Critical)
6-a- Offers extra assistance / Standard Closing

Non-Critical

7-Major Actions (Critical to Customer)

7-a- Avoiding Call or Intentionally Disconnecting Call
7-b-Used inappropriate, Offensive or Rude Comments or Behavior
7-c- Escalation process

Critical to Customer
Critical to Customer
Critical to Customer

Attributes with detailed explanation about items subtended from this

attribute:

1-a- Uses appropriate welcome (Non-Critical)

Attribute Description:
It is designed to unify the way that will be used to answer EL Araby calls, it includes some points must be used in a
one sequence, it reflects EL Araby Company image and customer can observe the professionalism level of the Call
Center.
Opening means that you mention greeting containing company name, agent name with correct time buffer:

Inbound
1. English: Good Morning/Afternoon/ Evening EL Araby Group (Agent Name at your service
2. Arabic: () /

Outbound
New

1.
2.

English: Good Morning / Afternoon / Evening this is (Agent Name calling from EL Araby
Arabic: () /

Errors Clarification:

Always use correct timing for buffer.

o For Arabic script: Maximum 10 minutes before & after 12:00AM & 12:00PM is
accepted.
o For English Script: Maximum 10 minutes before and after 12:00AM, 12:00PM &
6:00PM.

Always use company's name.

Make sure to start Talking immediately once you picked up the call and avoid using mute or
delay in talking from your side .Maximum time accepted for waiting before saying the greeting is
3 seconds.

Always consider using the right Sequence of the greeting as instructed.

Make sure to use the greeting as provided exactly without adding or removing words from it.

New

2-a- Correct information given to customer [Critical to Customer]

Attribute Description:
The purpose from this factor is to ensure that the CCA is providing the suitable and tangible
solution/info to the customer problem/inquiry.
Errors Clarification:

Using Available Resources to provide accurate details to this issue mainly the knowledge base or
(email , website, systems ,current offers)

Didnt Direct the customer to appropriate channel [place - queue]:

a) Didnt direct customer to another queue via IVR.
b) Didnt direct customer to another queue with direct transfer.
c) Didnt direct to branch.

Direct the customer to wrong channel [place queue]

Didn't give any option-alternatives

EX.. if the customer wants inks and has no contract with ELaraby , you should provide the CST with all
alternatives and let the choice for him/her. OE

New

Didn't describe or handle Customer's [Information]:

a) Refuse to handle the customers request/inquiry.
b) Didnt handle all the customers mentioned requests/inquiry.
c) Didnt provide SLA.
d) Making a technical wrap up while the system up.
Described wrong [information SLA- Order number for OE].

Described incomplete [information SLA- Order number for OE] Ex:

o SLA starting from the next day
o Distributers (Mention 2 distributers full data) for HA & OE
o Branches
o Service centers
o Provide copy from the guarantee
o Prices
o All the Preview procedures
o Make sure from technician ID at the preview cases (E district).. etc.

Overpromising, Promising the customer with more than we can deliver, or action that will not
be done.

2-b- Logged all information correctly with using customer history

(Critical to Customer)
Attribute Description:
Update the required customer data on different tools according to the case which reflects directly on
Customer.
Errors Clarification:

New

No update or action:
Not documenting case/action on system according to reference. (Sap & Complaint applications)
o Not creating the required action on the system (Sap & Complaint applications)
o Not update comment or note_ if applicable as per customer request. Time
availability, adding work order. etc

Wrong description:
Documenting wrong case description on system. EX
o Wrong complaint type on system (Sap & Complaint applications)
o Wrong error type, address, customer name, phone number and Device type.
o Mentioning wrong comment or note.
o Wrong complaint data (enter wrong sap data on the customer complaint_ Sap
Number, customer name, district name).

Missing description:
Incomplete description on system for the customer case. EX
o Missing documenting data on tools (SAP, Inquiry Application, etc.) (Customer second
number, flat no, floor no, specific sign)
o Floor No, extension number & Department name for OE).

Delay Update: Creating system logs with delay that will impact on customer request (20 Min).
o Delay in creating system log for orders.
o Delay in escalating complaints /mails.

Checking History: Accurate checking for customer history to provide the correct and
complete Information or taking the required action.

Tips:
The agent should Review all customer data before creating new order.
Any update on the created Order the agent will escalate the case to the leader.
In case the agent didnt conduct the call back.
Missing or wrong info content while sending Email for the customers OE

2-c- Using effective and appropriate troubleshooting [Critical to

Customer]
Attribute Description:
Ask the appropriate questions to identify the problem or the inquiry to provide different alternative
solutions with proper troubleshooting
Errors Clarification:

New

New

No troubleshooting done:
This measures when no troubleshooting steps is done at all.
In case the customer is calling to report for more than one error related to the same device, and
one of them will be repaired by technician accordingly there is no need to conduct any
troubleshooting for the other errors

Irrelevant troubleshooting:
Ensuring that we are using proper troubleshooting steps to solve customers request.

Missing troubleshooting Step:

Ensuring that we are providing complete and full troubleshooting steps with the customer
according to the case.

Correctly provide recommendation/advice:

Giving the appropriate and complete advice/recommendation based on the preformed
troubleshooting.
o

Nosie on GR motor and after trouble shooting the GR was on Fridge Base, accordingly
the recommendation advice is to remove it and set it on the floor.

3-a- Logged customers Inquiry& the Model correctly on the System

[Critical to Business]
Attribute Description:
Stick to update the required customer data in inquiry or Sap applications according to the case which
reflects on our business workflow, to avoid re-work and wrong reporting.
Errors Clarification:

Not creating the required action on the Inquiry application.

Creating wrong action on Inquiry application for example:

Inquiry type.
Phone number.
Customer district.
Model type.
Asking for the customer full name or not update it on the inquiry application.
If the customer already has history data, the agent should verify and review this data
with the customer.

Asking for the Model or didnt update it on Sap Application.

In case the customer dont know the device model, the agent should update model description
on Sap application.

In case the Model is not exist on sap application, the agent should mention it on the note area

In case of creating a complaint the agent should update the customer full address on the note
area.

Wrong or missing update the required action on inquiry app for OE, EX receiving HA type call the
agent should create the customers inquiry.

3-b- Control the call & appropriate call length (Critical to Business)
Attribute Description:
This factor measures the agent ability to lead and control the call to be within a certain length.
Errors Clarification:

Avoid using useless questions.

Useless Usage of company's Resources for example calling customer with no need.

Calling the complaint team with no need ex. Asking about the complaint type although its
available on the knowledge base.

We should avoid any useless time while transferring customer by extending time with the
complaint team without any benefit for the customer case.

New

If the customer starts talking in other issues not related to his problem, determine the right

New

moment when the customer pauses to rephrase what you have just said regarding his problem
to professionally lead the call.
Control ending the call:
After saying the closing and customer didnt close the line, we should attract customers
attention within 5 seconds.
a. If customer responded, ask customer to terminate the call.
b. If customer didnt respond, use call closing and terminate the call.

New

After confirm transferring customer and getting his confirmation, call should be transferred
within 5 seconds.

10

3-c Companys Image (Critical to Business)

Attribute Description:
It reflects El Araby Company image

Errors Clarification:

New

Using Wrong Company Name.

mention Model not related to EL Araby
Calling another customer by mistake Call Back.

Company's internal process, its not allowed to mention any internal process/application for
examples:
1. Informing customer with tools names (Sap, Complain& Inquiry, etc.)
2. Any personal information shouldnt be published to the customer except if the customer
asked for your full name if not will be marked down under attribute Correct info

In case the customer is asking about 2 brands which is better Toshiba or Tornado the agent
shouldnt advice the customer with any brand as he should provide the customer with the 2
brands benefits only and the customer is the one who should decide.

New

New

3-d- Follow Up the required call Scripts (Critical to Business)

Attribute Description:
Means that you should follow up the required scripts during the call.
Errors Clarification:

Mention the SMS message clearly by the end of the call according to the below script as follow :

SMS
""
""
" 91391" ,

Not following up offering the sale in a right way as incase the customer accepted the offer but
the agent complete explaining the offer then the customer refused for Telesales

11

4-a Using Professional Language & avoids slang (Non-Critical)

Attribute Description:
Means how we communicate with the customer through the phone in a professional way & using a
suitable and representative words which will be understood by the customer and reflect the
organization professional image.
Errors Clarification:
We are dealing with many customers with different types educated// illiterate// ignorant//
foreigner//etcso the agent has to deal with every type image of the customers in a professional way
Foreign customers should hear professional English.
The appropriate language should be used in our calls from CCA (Using the Arabic
language with Arabic customers and using the English language with Foreigner
customers).
Call centers colleagues calls could be handled on a friendly way.

New

Used unprofessional expressions:

Communicating with customer in a formal way for example:
Mentioning Gods name (for swearing or confirming on a point) is not a proper way to
be used for any business issue.
Avoid talking to customer in a non-formal/proper way (direct speech way). "Enta,
etc."
Using English words for uneducated customers.
Dont use Madam , replace madam with Ostaza.
Titles as (, , , , etc) should be addressed as unless customer
insisted that you use it and in this case use it only once then continue by ""
Using the word MMM for confirmation and replace it with Tamam.

Used repetitive word:

Excessive use for certain words Tamam, Sir, etc

New

New

Used Improper-slang language:

Slang and Improper way are not a formal words and way to communicate with customer.
Avoiding slang words: "Dawat", "Dek-ha", "Dolam", "Dol-homa" as such expressions is
indeed considered as non-professional. We understand that this comes normal and is not a
mistake that comes intentional by the agent, however, a standard of excellence must be set
somewhere and that we should all strive to achieve it. We do that by concentrating on what
expressions must be filtered out from a conversation with the customer.
Avoiding slang words (like , , etc.)
Slang Sheet.
New

12

4-b- Follows the correct hold/transfer (protocols) (Non- Criticl)

Attribute Description:

Using the hold protocols in the right way and implementing it when required.
Using the transfer protocols in the right way and implementing it when required.

Error Clarification:
Note: when agent puts customer on hold he must use this sentence:
(") "
Taking the customer permission to be on hold with mentioning hold statement
Inform the customer about the hold reason.
Thank customer for holding (within 3 sec by maximum when returning from hold).

New

New

Transfer/Escalation protocols:
Inform customer where he/she will be transferred with providing reason for such
transfer.
Before transferring the call, we should confirm on customer that he/she will be
transferred now.
Call closing is not valid to be performed while transferring process.
Didn't wait for customer approval/confirmation [Hold/Transfer]:

We should wait for customer approval/confirmation before taking/proceeding on any action.

a. Hold.
b. Transfer/ Escalation.

New

Hold trials:
Maximum Hold Trials is 2 times.
If Hold used for escalation process is not counted from the 2 times Hold allowed
during the call.

13

4-c- Interactive and positive with customer [Non-Critical]

Attribute Description:
Interact with customer, using positive tone/phrases with professional responses.
Errors Clarification:
New

Uses of the transitional phrase:

Its a link phrases to connect between what customer describe and what we understand and
showing that we will start to handle the request/inquiry, for examples:
Using
Using
Using
Using
Repeating customer inquiry.

Empathy:
Showing that we are considering not just business objectives but the understanding of
customers situation.
Always use positive wording in delivering negative feedback related to customer problem.
Respond for customer compliments like ) ,(
Congratulate the customer for the new products, happy occasions for examples wedding

New

Used unaccepted gestures

Strange sounds, unconsciously appears within the call, that could be cause of natural gesture Ex.
[Sneeze, coughetc], or undefined sounds.
Be aware of sight or non-verbal gestures.
In case the agent cough, sneezed, etc, there should be an apology for such action.

Using customer title:

We should always address customer by his title if mentioned.
Always use formal titles [Doctor, Engineer, any political/ governmental titles, etc.].
Dont use Madam marked down under attribute Professional language attribute
Titles as ( , , , etc) should be addressed as unless customer insisted that
you use it and in this case use it only once then continue by " " marked down under
attribute_ Professional language attribute

New

New

New

(VOC) NC
instead
of CTC

Tips:
Make sure to welcome the customer at the beginning of the call
In case another customer talked within the call make sure to welcome him also.
Always use positive wording in delivering negative feedback related to customer problem.
Avoiding the misuse of Customer name in a non-formal way/Direct way (like hi Ali or Ali let's make...)
Children can be called with their names without MR., Ms

14

4-d- Active listening ----(Concentration-listen-acknowledge) (Non

Critical)
Attribute Description:
Communication technique that allows the caller to feel acknowledged, promotes cooperation and
reduces misunderstandings.
Error Clarification:

Concentration- Listen: Giving full attention/focus during any transaction with customer, for
example:
Asking customer about something twice.
Asking customer to repeat his inputs again.
Talking to yourself within the call.
Repeating same info to yourself.

Acknowledgment: Confirming on received inputs from customer & also making sure that all
provided info from our side are being delivered, Examples:

New

Responding to customer inquiry with acknowledgement word or phrase

Avoid using bulk of messages, info, advice without acknowledging on the customer to
ensure being clear to the customer.
Acknowledgment should be done within appropriate response time.

New

4-e- Interrupting Customer (Non Critical):

(VOC) NC
instead of CTC

Attribute Description:
When CCA interrupt the customer while he explains his/her inquiry and both of them are talking together
at the same time, for example while the customer is explaining his inquiry or complaint the agent jumped
to the conclusion suddenly interrupting his talk or the agent was not patient listening to the customer
which make him interrupting the customer.
Error Clarification:

Make sure not to interrupt the customer while talking, especially at the beginning of the call.
If both agent and the customer were talking at the same time the agent should stop and let the
customer continue his conversation.
If the customer interrupt the agent during the call the agent should stop his conversation.

15

4-g- Way of speech (Clear, Enthusiastic, tone, speed& Confidence)

(Non-Critical)
Attribute Description:
Tone of voice is a main element in call center, as the voices of call center agents are often the only thing
linking them with their customers & helps in building solid relationships with your customers. This item
includes (Clear, Enthusiastic, tone, speed). So the agent should use clear voice speaking, active (not
sleepy), just use simple words & dont feel the customer that you are reading.

Errors Clarification:

New

New

Clear:
The agent words must be clear to the customer to avoid repeating them again.
Wrong Word/sentence structure.
Wrong Pronunciation or stammering.

Enthusiastic:
You can use an emphatic & energetic voice tone to convey that you are strongly committed
To helping the customer, a bored or rushed tone of voice will make the caller feel like he/she is
just another number. On the other hand, a friendly and enthusiastic tone of voice conveys a
sense of caring, making the caller feel special.

Tone: Avoid weak or sleepy tone during the call or monotone.

(VOC) NC
instead of EUC

Speed:
Talk in a reasonable speed to make the customer understand what is being said, because
Speaking too quickly is confusing to your customer as they often dont have time to digest or
process what you are saying, accordingly talking in a reasonable speed make the customer
understand what the CCA is saying.

Confidence:
The call center agent should be confident and not hesitated with the customers during the call
for ex Repeating words& using Ahhhh.

Tips:

Always be enthusiastic without speeding your tone and be cheerful while talking.
Avoid the use of Sleepy, or Speedy voice.
Avoid robotic or scripted tone of voice.
Avoid breathing noise.

16

4-h- Used customer's name (Non Critical):

Attribute Description:
Using customer name in a reasonable way as a tool of communication with the customer to build
rapport with him/her.
Error Clarification:

New

Ask about Customer's name

Make sure to use customer name after asking about his name while welcoming him.
We should ask the customer's for his/her name at the beginning of the call & in case if he/she
refused, the agent shouldnt insist and just use (Ya Fandem).
Uses customer name two times.
You should distribute using the customer name during the call.
If another customer talked within the call make sure to ask about his/her name and use the
name at least 1 time.

4-h- Dead air- Mute (Non Critical)

Attribute Description:
A pause or silence on a call where the customer hears no activity from the agent. Dead Air provides a
negative experience for the caller.
Error Clarification:
New

Maximum dead air to be used is 7 seconds.

Don't use mute

4-i- Review customers data while inquiry (Non Critical)

Attribute Description:
Reviewing customer data in order to make sure that the action on Order & Complaint had been taken
correctly.
Error Clarification:

Review customers phone number, Customers Name, district and the device type from the
agent side.

17

New

5-a- Taking Responsibility & Willingness to Help (Critical to

Customer)

New
(VOC)

Attribute Description:

(VOC

Seeing things from customers point of view and addressing his/her feelings in a positive way. The best
way is to listen, to show that you are listening, and then take responsibility for the problem, apologize
for causing the problem, even if you didn't personally cause a problem, as you represent the company,
therefore by default you have a measure of the blame for the problem. So it's no good saying "it wasn't
me it wasn't my fault" or "it isnt my business"& always use positive words ,this will make him happy
because the customer will realizes that his issue matters and that someone cares about getting it
resolved
Error Clarification:

Using impatient way that might lead to end the call and showing tendency to be in a hurry
Forcing customer to end the call.
Using additional needs to force ending the call.
Impatient way.
Responding to any dissatisfaction (example: customer complaining from long wait time on hold).
Addressing customer feelings& always put yourself in customer's shoes.

5-b- Exceeding Hold duration: (Critical to customer)

New
(VOC)

Attribute Description:

(VOC

The amount of time customers are placed on hold. They will hear music or other recorded information
in the background to indicate they are still being assisted. Maximum Hold duration is 2 minutes.
Error Clarification:

New

If we defined another duration less than 2 minutes, we should commit to the mentioned duration.
In case the agent left the customer for less than 2 minutes, no problem in that case. It will not
affect the hold protocol
In case the agent left the customer for more than 2 minutes this will affect the "hold duration",
the agent should avoid exceeding the 2 minutes either by putting the customer on hold when he
detects that the case will take some time, or break the silence.
In case the customer put agent on hold after excusing him for any reason the agent should wait
for two minutes.
In case the customer put agent on hold directly or kept in silence suddenly, agent should wait for
one minute.

18

6-a- Offers extra assistance / Standard Closing (Non-Critical)

Attribute Description:
Closing is the process where calls end after confirming the final solutions or steps, in addition to offering
extra help, then thanking the customer for calling El Araby Company.
Error Clarification:
Offers extra assistance:
Ask the customer if he still need any help/inquiry from our side and wait for the customer response
The statement will be used )(
Extra Assistance to be used again once in case customer had another inquiry
Make sure not to use Extra assistance to force ending the call Welling to help attribute
New

Extra Assistance scenarios while transferring:

Additional Needs is not valid to be used in case:
when transferring customer to Team Leader or complaint team for escalation.
In case of technical wrap-up.
Medical calls.
Thanks the customers for calling
Never close the call unless you get the customer response that he/she needs nothing, then thank
customer for Calling El Araby.
Phrase to be used:
Inbound

New

English: Thanks for calling EL Araby Group

Arabic:

Outbound

English: Thanks for your time

Arabic:

Tips:
(The below is only for agent guidance and info, in case error happened it will be
considered in Control the call length factor)
After saying the closing and customer didnt close the line. Attract customers attention within 5
seconds.
If customer responded, say the closing again and inform the customer that he can end the call.
If no response from customer, you can directly end the call.

19

New
attribute

7-a- Avoiding Call or Intentionally Disconnecting Call (Critical to

customer)
Attribute Description:
Never Release the Call.

New

New

New

At the beginning of the Call:

If there was no response from customer side, greeting should be done 3 separate times within
15 to 20 Seconds loud and clear" then ends with closing.
Abusing this duration will affect Control the call length

During call:
If the customer is asked to do something away from the phone, we will wait for him for
maximum 2 minutes then we will call him 3 times then:
1. In case there is no reply from the customer, we will say the closing and end the call.
2. In case the customer responded within the 2 minutes, you will wait for him for another 2
minutes.

By the end of the call:

After mention the standard closing make sure not to release the call as the customer is the one
who should end the call.

In case the customer asked for time to do something else not related to the call, we should
notify him politely that he can call us again during our working hours if he will take time more
than 2 minutes.
"
" 22

New

If the customer didn't notify the agent that he will do something and left the phone, the agent
will attract customers attention 3 times within 20 seconds, then:
In case there is no reply we will say the closing and end the call.
In case the customer reply & asked to wait, you will wait for him till his return during two
minutes.

Waiting proper time before terminating the call from our side 20 Seconds

20

7-b- Used inappropriate, Offensive, Rude Comments or Behavior

(Critical to customer)
Attribute Description:
Be polite with the customer, and keep good manner although the customer is abusive or rude and take
into your consideration the rule" don't take it personal.
Error Clarification:

Used bad attitude / behavior with the customer:

Unaccepted attitude and behavior towards the customer.
Avoid any words or indirect way that could seem as a way of flirting.

Insulting customer:
Using obscene words towards the customer.

New

Talking with colleague:

Talking with any other person than the customer whether related to case or not during voice
Transactions.

New

Provoking Customer:
Using wrong communication way that may lead to an angry customer or using exclamatory
question (Way of questioning that expresses anger, disapprobation & condemnation).
Never argue with customer.
Never provoke customer.
Showing defensive way.
Using exclamatory questions, any questions or sentences that ends with exclamation
mark ! shown in our voice as! 2 "
Unacceptable tone of voice:
Using unwelcomed tone of voice that have direct impact on customer experience.
Aggressive
Unfriendly
hostile
offensive

New

Warn the customer to talk in a manner way:

Never warn customer to talk in a manner or proper way with no need.
a. In case the customer insults CCA directly or insults the company with using
Obscene / rude words, CCA will follow some steps:

The agent will inform the customer politely that his problem can be solved in a
professional way without using bad & rude words.
""
If the customer insists on repeating his insults ,the agent should properly end the call
clarifying the reason ""

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b. In case the customer insults the company, CCA will follow some steps:

The will not take the issue personally

Absorb the customer anger.
Redirect his attention to the problem that he is suffering from in a professional way.
If customer insists the agent will inform the customer politely that his problem can be
solved in a professional way without using bad & rude words.
""
If the customer continued on repeating his insults, the agent should properly end the
call clarifying the reason ""
Don't interact to customers bad words or language unless it was personal then start warn customer
that you are aware that he is stressed from his/ her problem and you are here to help him
Never warn customer to talk in a manner or proper way. Only if the customer used extreme and
obscene words Agent should inform the customer politely that his problem can be solved in a
professional way without using bad & rude words.
Any customer mentioning in any way that he dont want to deal with EL Araby company any more
due to bad experience he is facing, the agent must handle the customer in a professional way to show
him our care. In case the agent reply showed any careless/ ignorance to customer will be considered as
Major action
New

be aware of the very fine line between confirming understanding and Sarcasm:
Some of our customers do not know some information that we may feel are basic information. That is
because it is us who took the product and service training and it is also us who handle such questions
tens of times per day and are experts at them. However, we must be careful when the customer states
his/her case not to make fun of it or sound surprised that the customer doesnt know the info
For example:

Agent: Sir, What is the brand for the product

Customer: I dont know
Agent: You dont know the brand for the product you bought
Customer: I dont know
Agent: You mean to tell me that you already bought the 90 K.G washing machine and you dont
know if it Sharp or Toshiba

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7-c- Escalation process (Critical to customer).

Attribute Description:
It's not allowed to refuse the customer request to escalate his call to the Complaint team or the
Supervisor.
Error Clarification:

In case the customer asked to contact a team leader:

The agent will try to handle the customer and redirect his attention to the problem &
the available solutions that will be made for solving his problem.
If the customer refused and still needs to talk to any higher level or the complaint
department, the agent must escalate the case to the complaint team or the available
supervisor.

In case the customer asked to conduct a complaint for the agent him/herself or any other agent,
and the agent should create the required action on complaint application.

For any escalation promises mail In case the TL is not available the agent should send the mail
to the TL CC Quality control team.

Thanks and best regards

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