Call Control

All calls start with 100 total score and points are deducted as needed 

if the following are missed and not completed during a call:

[Opening]  

“Thank you for calling Bluemercury Online. My name is ___ How can I help you today?”

-up to 5 point deduction

_____________________________________________________________________________________________

[Tone]  

Positive, Upbeat, Helpful, Engaged

-up to 10 point deduction

_____________________________________________________________________________________________

[Offers to assist]  

“I’d be happy to help you with that” 

-up to 10 point deduction

_____________________________________________________________________________________________

[Verify info]  

“Could you please verify the First and Last Name on the account? Billing Address? Email Address? Order #?

-up to 10 point deduction

_____________________________________________________________________________________________

[Mannerisms] 

“Please” , “Thank you” , “May I place you on a brief hold?”

-up to 10 point deduction

_____________________________________________________________________________________________

[Closing]  

“Is there anything else I can help you with today? Thank you so much for calling Bluemercury Online. I hope you have a great rest of your day.”

-up to 10 point deduction

_____________________________________________________________________________________________

[Product/ Policy knowledge]   

Able to answer questions about product details and follows company policies and procedures when working to resolve customer issue

-up to 10 point deduction

_____________________________________________________________________________________________

[Call Control]  

Able to maintain an evenly paced conversation and provide clear communication 

-up to 10 point deduction

_____________________________________________________________________________________________

Prevent "Dead Air" from occurring by saying a filler phrase.

1. I understand that this has been inconvenient for you and how frustrating this must be.

2. I understand how frustrating that must have been.

3. I would feel the same way if that happened to me.

4. I’m sorry you are having this problem.

5. I realize how complicated we’ve made things for you.

6. I appreciate your patience in this matter.

7. I realize how upsetting this must be for you.

8. I understand your situation and know that this is something very important to you.

9. That would frustrate me too.

10. I would be asking exactly the same questions as you are.

11. If I were in your position, I would feel the same way.

12. I know how confusing that must have been.

13. I’m truly sorry to hear about your experience. 

14. I understand how that could be frustrating. I’m sorry you’ve had to deal with this.

15. I would feel the same way if this were happening to me.