QUALITY

The teammate should sound like he/she is having a natural conversation with the customer. The teammate should not sound like he/she is reading a script or sound robotic. The teammate should use a tone of voice that sounds confident (versus monotone) throughout the call. The teammate should sound personable and credible (composed and knowledgeable)

The teammate should not talk too fast or too slow, and should match his/her pace to the customer and the situation. If the customer asks the teammate to slow down or asks for clarification of something the teammate said due to talking too fast, the teammate will not pass this behavior. The teammate should not insert long pauses in the conversation that results in the customer checking to make sure the teammate is still there. 

This behavior also covers interruption.  Teammate did not politely interject but interrupted while the customer is speaking to make his point or stop the customer from talking.   Teammate did not speak over the  customer in a discourteous manner.  If rudely interrupted, refer to Red Flag behavior.

In case teammate is asked by the customer to hold the line or wait, teammate should check with the cx if they're still on the line after 30 secs. e.g. "Hey Customer, are you there?"  If the cx didn't respond after 1 minute, say: "I'm going to close the call as you have been unresponsive."

The teammate pronounced words correctly and used correct enunciation.

This also covers correct grammar and sentence structure.  The teammate spoke in complete sentences, used correct verb tense, and correct subject-verb agreement. The teammate did not use incorrect grammar, word choice, form of verbs (using passive voice), or had incorrect subject-verb agreement that made it difficult for customer to understand the point being communicated.

The teammate should speak clearly and be easy to understand (listen for clues that the customer can’t understand or has to ask the teammate to repeat information). Even if customer does not give clues, the teammate should not speak in incomplete sentences or phrases resulting in incomplete sentences or thoughts

Guiding questions (if one’s answer is Yes, it will be a markdown):

• Did it undermine the clarity of the statement?

• Did it undermine the credibility of the teammate/team member? Teammate should provide specific and relevant information regarding the customer's issue. 

Avoid rambling, redundancies, and unnecessary words or lengthy clauses.

Guiding questions (if one’s answer is Yes, it will be a markdown):

• Did it lengthen the statement?

• Did it undermine the credibility of the teammate/team member? Teammate should provide specific and relevant information regarding the customer's issue. If customer already acknowledges teammate's explanation, teammate should not be repeating them unless needed.

If teammate's response is not a direct answer to the customer's question, rather beats around the bush, it will be a markdown on this behavior.

Used neutral American accent, as taught in GCMA