Module 7

Quality Assurance
“Quality Around the Clock & Around the World”

11/05/24 1
 Quality Assurance
Evaluation Forms

11/05/24 2
QA: Evaluation Sheet
QA: Evaluation Sheet
 QA: Evaluation Sheet & Points

Verification

-Account is verified correctly - 20 points (failing to verify

account will result in an auto-zero)
-Proper Greeting Used - 10 points

-Echoed Criterion - 2 points

-Security Phrase Used - 3 points

-Account Notated Thoroughly - 5 points

-Used Proper Terminology - 5 points

-Rapport with Caller - 5 points

-Showed Empathy - 5 points

-Proper Hold Procedure - 5 points

-Offered to Further Assist - 5 points

-Proper Closing Used - 5 points

-Saved Transfer to Supervisor 5 points (Bonus)

-Customer Abuse - No Point Value- Auto-Zero Qualifier

 Evaluation Sheet & Points
The second area within the Evaluation section consists of
scale questions ranging from 5 down to 1; with 5 being
Excellent, 3 being Average, and 1 being Unsatisfactory. For
Knowledge of Procedures the scale is from 10 down to 2.
- Knowledge of Procedures
- Probing Skills
- Listened and Understood Issue
- Professional and Courteous Demeanor
- Tone of Voice

This area also contains the third Auto-Zero question which

is listed on the drop down menu and has the following
options:
[Link] the agent notate the account?
[Link] followed the proper escalation procedure?
[Link] the agent use the Greeting and Verification script?
[Link] the agent follow the Information Sharing Policy?
The maximum score value for quality assurance criteria in
this area is 30 points.
 QA: Evaluation Sheet & Points

Scoring Ranks

Excellent 100+
Exceeds Requirements 95-99
Above Average 91-94
Average – Minimal Coaching 90
Marginal – More Coaching Needed 85-89
Unsatisfactory – Documented Action 0-84
 QA: What is customer abuse?

Improper treatment of one who purchases a service

 QA: Customer Abuse

The following infractions are considered customer abuse:

•Usage of inappropriate, improper, unsuitable or

unprofessional language.

•Talking over the customer or being argumentative with the

customer.

•Inattentiveness to customer during the call.

•Failing to initiate or handle a customer’s request, such as

Cancellation, Refund, Etc.
 QA: Customer Abuse (Continued)

• Processing a refund when not requested. Refunds should be

processed under request from the customers, bank
representatives or webmaster. If a customer states fraud, his
account has been stolen, charges are unrecognized or
unauthorized or any other term or phrase with a similar meaning
you must process a refund for the mentioned date to the most
recent charge.

• Providing the customer with inaccurate information regarding their

request, such as Cancellation, Refund, Etc

• Disconnecting calls for technical issues and not reporting the

issues via email to csnotifications@[Link]
 QA: Customer Abuse (Continued)

• Disciplining the customer and Tone of Voice

• Advising the caller not to provide false information when
creating a membership.
• Accusing the customer of making the charge.
• Uncaring, monotone or lack of enthusiasm in tone of voice

• Not notating the accounts

• If the agent locates an account with the information provided
and they do not notate the account.
• Account notation in the platforms consists of both the
“Reason” field and the “Notes” field. You must select the
most appropriate “reason” regarding the communication with
the customer. Also, your notes must be detailed and not
contain any short hand or abbreviations for words. Notations
that do not follow this protocol will be considered incomplete
and thus no notation.
 QA: Notating Accounts
Itis vitally important to document every account that you
access.
The notes should contain a brief explanation with the

nature of the customer’s issue and the resolution provided.

Failing to notate account will result in a customer abuse

evaluation.
 QA: Customer Abuse (Continued)

• Releasing Account Information

1. Do not release any account information to anyone other than

the account holder (i.e.: spouses, parents, siblings, friends, bank
reps, police officers, alleged credit card owners, or any persons
claiming any type of authorization). The account holder located
in our system is the only person allowed access to any account
information, unless previously authorized within the notations on
the account.
2. If a person calls stating that they have the account holders
authority, we must have proof documented in the account by the
account holder stating the persons full name and that they do
give them authority to access information in regards to their
account.
 QA: Customer Abuse (Continued)

• Releasing Account Information (continued)

3. If a caller states that they handle all matters for the account
holder (i.e.: estate or all financial matters) the caller must fax in
an official and legal Power of Attorney document to the
appropriate platform fax number. The documents must clearly
state that the person calling has power of attorney over the
account holders affairs.

4. If a caller is claiming fraud, you can cancel and refund the

account but you must not release any information. If the caller
wants any further information regarding the account, they must
file a police report and have their local police department
subpoena the records. Law Enforcement officials must fax in
their subpoena request to the appropriate Law Enforcement fax
number
 Customer Abuse Guidelines Continued
Infractions and Disciplinary Actions
1st Infraction - Coaching during one on one session
2nd Infraction -Verbal Warning
3rd Infraction - Written Warning
4th Infraction - One day suspension
5th Infraction - Three day suspension and Final Write-up

* The infractions above are counted within thirty (30)

days.
 Auto Zero Guidelines

Any of the infractions listed below will result in an auto-zero

evaluation for calls or emails.

•Failing to initiate call introduction within two seconds of hearing

“whisper”.

•Disconnecting a call even after completed without using the proper

script.

•Improper hold procedure - Failing to refresh customer hold within

60 seconds. Failing to use the proper Hold Script.

•Placing the customer on mute instead of hold during a call.

•Having more than 20 seconds of “dead air” while assisting the

customer.
 QA: Dead Air Script Example
Example:

Agent: “Thank you for calling ________. My name is Steve.

How may I be of assistance?”

Caller: (No response after 10 seconds)

Agent: “Thank you for calling ________. My name is Steve.

How may I be of assistance?”

Caller: (No response for an additional 10 seconds)

Agent: “Due to no response, I will need to release the call at

this time. If you still need assistance, please call us back at
_________. Thank you for calling ________. Have a
wonderful day.”
 QA: Proper Hold Script Example

Example:

“May I place you on a brief hold to _________? (Provide

AH reason for hold and set expectation for length of hold).

 Make sure that you break the hold time. Break should
come at 60 seconds into first hold; regardless of
expectation set.

“Mr./Mrs. _________? (Wait for response).

“Thank you for your patience. I am still _________ (re-state

reason for hold). Do you mind continuing to hold?” (set
expectations for length of hold).
 Auto Zero Guidelines Continued
 Incomplete Verification

 Agent not verifying the account.

 If the caller provided incorrect verification
answers.
 Agents must verify 3 items plus name on
the account before they can provide
account information.
 Not using the security phrase in the
Greeting and Verification script
 Auto Zero Guidelines Continued

Verification Items:

Mandatory Items
• Customer Name
• Name on Account in Platform
• Caller Name

• Purchase Date & Amount

• Payment Information ( Credit Card or Checking
Account Numbers)
+
Optional Items (One From Below)
• Zip Code
• Email Address
• Subscriber ID
 Auto Zero Guidelines Continued

Full Credit/Debit Card or Expiration Date

 Do not under any circumstances ask a customer for the

full 16 digit Credit Card or Debit card number and/or
expiration date. For the First Contact Advantage admin,
locate the account with the first 6 digits and the last 4 digits
of the customer’s Credit Card or Debit Card number.

 If any agent asks for the full Credit Card or Debit Card
number and/or expiration date, it will result in an automatic
zero.
 Auto Zero Guidelines Continued

Echoing Criteria
 Not echoing back the customer name or email address
(letter by letter), if used to search in the platform
 Not echoing back the account numbers (number by
number), if used to search in the platform

Email Response Editing

 Not removing additional text from the email response to
the customer
 Not removing customer support email addresses from the
CC field before sending email response to customer Not
removing this support email address causes the email to re-
enter the system again
 Not sending the reply to the correct customer email
address
 Auto Zero Guidelines Continued

Email Response Editing

 Not removing additional text from the email response to

the customer.

<~~Remove Extra Text

 Auto Zero Guidelines Continued

Email Response Editing

 Not removing customer support email addresses from the

CC field before sending email response to customer. Not
removing this support email address causes the email to re-
enter the system again.

<~~Remove CC Field
 Auto Zero Guidelines Continued
Infractions and Disciplinary Actions
1st Zero - Coaching during one on one session
2nd Zero -Verbal Warning
3rd Zero - Written Warning
4th Zero - One day suspension
5th Zero - Three day suspension and Final Write-up

* The infractions above are counted within thirty (30)

days.
** New Hires will have a three (3) week probation period
during which the evaluations will be used for coaching
purposes. However, if grave infractions are committed
they may be used for disciplinary action up to and
including termination.
Customer Abuse and Auto-Zero
Coaching Process
 QA: Questions & Answers

Any questions on what we covered during this training?