Earth Echo | QA Parameters
Earth Echo | QA Parameters
Pass:
Mark PASS as long as none of the following occurred:
Agent referenced a specific medical condition, disease, or diagnosis (e.g., diabetes, arthritis, cancer)
Agent stated or implied the product treats, cures, prevents, reverses, or heals any condition
Agent made unapproved or exaggerated health claims beyond general wellness support
Testimonials or customer experiences implied treatment or cure rather than general support
Notes / Guidelines for PASS:
General wellness or benefit statements are allowed, for example:
“Supports healthy digestion”
“Supports energy”
“Customers feel more energized”
Using “supports” or similar general wellness phrasing is acceptable
Paraphrased or partial wellness claims are considered PASS as long as no prohibited claims are implied
Fail:
Mark FAIL only if any of the following occurred:
Agent mentioned a specific medical condition or disease
Agent stated or implied the product treats, cures, prevents, reverses, or heals a medical condition
Agent made exaggerated or unapproved health claims beyond general wellness support
Testimonials or customer experiences implied treatment or cure rather than general wellness
Key: Simply saying the product “supports” a general benefit is not a fail."
N/A:
Mark N/A if ALL of the following apply:
No customer experiences or testimonials were referenced
No health-related claims or discussions occurred
Conversation did not involve product benefits tied to health or wellness claims
Pass:
Mark PASS if the Agent did not disclose sensitive PCI data (card numbers, CVV, PIN).
Fail:
Agent discloses sensitive PCI data. (card numbers, CVV, PIN)
Pass:
Required Opening Elements (3):
Agent Name – Any clear self-introduction (e.g., “This is Alex,” “My name is Alex”)
Brand Name – Earth Echo must be mentioned
Wellness Support Catch Phrase – “How can I support your wellness goals today?” or similar phrasing
Notes:
Exact wording is not required
Accept partial or related terms, such as: “wellness,” “goals,” “wellness goals”
Any supportive phrasing with the same intent is acceptable
Focus on whether the required opening elements were delivered, either verbatim or slightly adapted without changing the meaning
Mark PASS if ALL of the following are true (allow reasonable flexibility due to transcript limitations):
The call is inbound, and
The agent delivered the opening at or near the start of the call, and
The opening reasonably includes all three required elements, even if not captured verbatim in the transcript:
Agent Name - Any clear self-introduction (e.g., “My name is Kenneth,” “This is Kenneth”)
Brand Name - "Earth Echo" OR
Any partial, cut, or phonetically similar wording caused by transcription errors, such as:
“Earth”
“Echo”
“Foods”
Any brand fragment that clearly indicates the intended brand
Wellness / Goal-Focused Support Phrase
“How can I support your wellness goals?” or similar intent-based phrasing
Accept partial or cut phrases, including:
“support”
“wellness”
“goals”
“wellness goals”
“How can I support you?”
Important Note for EA:
EA relies on transcripts, which are not 100% accurate. If the transcript shows partial words, cut phrases, or incomplete brand names, but the audio clearly indicates the agent delivered the required elements, this should be marked PASS.
Example that should PASS:
“Naturals. My name is Kenneth. How can I support you?”"
Fail:
Mark FAIL only if ANY of the following apply:
The call is inbound, and
The opening clearly lacks required elements, even when allowing for transcript errors, including:
No agent name stated
No brand reference at all (including partial or phonetic matches)
No support-, wellness-, or goal-focused language
No reasonable opening introduction was delivered at the start of the call
Fail should be used only when there is a clear and undeniable miss, not due to transcription cut-offs or word truncation."
N/A:
Mark N/A if ALL of the following apply:
No customer experiences or testimonials were referenced
No health-related claims or discussions occurred
Conversation did not involve product benefits tied to health or wellness claims
Pass:
Mark PASS if all of the following occurred:
Agent asked for and confirmed the customer’s full name
Agent asked for and confirmed the customer’s phone number
Agent asked for and confirmed the customer’s shipping address
Verification was completed during the live call
Fail:
Mark FAIL if any of the following occurred:
Agent did not verify one or more of the following: full name, phone number, or shipping address
Verification was incomplete, skipped, or assumed without confirmation
Information was incorrectly recorded or not confirmed with the customer
N/A:
Mark N/A if any of the following apply:
Call type did not require customer verification (e.g., general inquiry, internal call)
Call was disconnected or dropped before the agent could verify
Customer verification was not applicable due to call context (e.g., billing-only, voicemail)
Pass:
Key Probing Areas (Intent-Based, Not Verbatim):
The agent is expected to reasonably touch on the customer’s experience. Exact wording is not required.
Product usage or duration
Intended benefit, goal, or expectation
Observed results, experience, or reason for concern
Coverage may occur through agent questions, customer statements, or a combination of both.
Mark PASS if any of the following are true:
The call involves a refund or cancellation discussion, and
The agent demonstrated a reasonable understanding of the customer’s underlying issue, AND
At least one of the following occurred:
The agent asked probing questions aligned with the key probing areas, OR
The customer voluntarily provided sufficient information about their usage, expectations, or experience, making additional probing unnecessary, OR
The agent acknowledged, summarized, or built upon the customer’s explanation before proceeding, OR
The agent did not move immediately to cancellation or refund without any attempt to understand the concern
Note:
Probing does not need to cover all areas explicitly.
Questions or statements with the same intent or thought (even if paraphrased or partially captured in the transcript) should be considered valid.
Fail:
Mark FAIL if ALL of the following apply:
The call involves a refund or cancellation request, and
The agent made no attempt to understand the customer’s experience or concern, and
The customer did not provide sufficient information on their own, and
The agent moved directly to a refund, cancellation, or resolution without probing or acknowledgment.
N/A:
Mark N/A if ANY of the following apply:
The call is not related to a refund or cancellation request (e.g., order status, payment update, general order help)
The call is a voicemail
The call was disconnected or ended before reaching the resolution portion
There is a clear indication the call is a follow-up interaction, and probing reasonably occurred during the initial contact
Pass:
Mark PASS when applicable if all of the following are true:
Agent presented a clear and relevant value proposition directly addressing the refund/cancellation concern
The value proposition helped resolve the issue, retain the customer, or lead to customer accepting the next step
Agent demonstrated understanding of the concern and aligned the solution to the customer’s need
Customer acceptance is not required if the value proposition clearly addressed the concern and contributed to resolution.
Fail:
Mark FAIL when applicable if any of the following occurred:
Agent did not present a value proposition for the refund/cancellation concern
Value proposition was unclear, generic, or unrelated to the customer’s concern
Customer concern remained unresolved, or the customer was not retained and no next step was agreed
N/A:
Mark N/A if any of the following apply:
Customer’s issue was not related to refund or cancellation
Call type did not allow for a value proposition (informational-only, billing-only)
Call was disconnected or dropped before the agent could attempt a value proposition
Pass:
Mark PASS when applicable if all of the following occurred:
Agent asked questions or explored options to understand the customer’s issue
Agent offered at least one viable solution, such as:
Product substitution or cross-sell
Education/value proposition about the product
Alternative resolution other than refund
Agent allowed the customer to respond to the solution before proceeding
Key: Simply issuing the refund without exploring a solution does not qualify as PASS.
Fail:
Mark FAIL when applicable if any of the following occurred:
Agent did not explore or suggest any solution before proceeding with the refund
Agent proceeded with the refund immediately without understanding the customer’s concern
Proposed solutions, if any, were irrelevant, generic, or unviable
N/A:
Mark N/A if any of the following apply:
Customer did not request a refund and was satisfied with the product or order
Call type did not allow exploration of solutions (e.g., informational-only, billing-only, voicemail)
Call was disconnected or dropped before the agent could explore solutions
Pass:
Mark PASS when all of the following occurred:
Save Step 1 – Educate & Retain
Agent explained the value of Subscribe & Save, including flexibility and frequency adjustments.
Agent offered frequency adjustment or a 20% discount before moving toward cancellation.
Agent did not proactively offer a refund unless the customer specifically requested it.
Save Step 2 – Gift Card Alternative
If the customer expressed dissatisfaction, agent acknowledged concerns with empathy.
Agent offered a gift card and/or pivoted to alternative products.
Option was positioned as a solution, not a deflection.
Save Step 3 – 30% Refund
Offered only after prior steps were declined.
Agent explained delayed benefits of keeping the subscription and offered a partial refund without requiring a return.
Save Step 4 – Final 50% Refund
Offered as a final courtesy after all previous save options were declined.
Delivered calmly, without pressure or hard-sell language.
5. Cross-Sell (When Applicable)
Cross-sell was framed around customer needs and wellness goals.
Discounts and guarantees were clearly explained.
Cross-sell was offered only after appropriate save steps.
Key: Steps must be followed in order, no proactive refunds, and all applicable steps must be attempted before moving forward.
Fail:
Mark FAIL if any of the following occurred:
Agent skipped any required save step or delivered steps out of order
Agent offered a refund proactively without following earlier save steps
Save steps were applied incorrectly or inappropriately based on customer responses
Cross-sell was offered before completing applicable save steps
Agent used pressure tactics, hard-sell language, or ignored customer concerns
N/A:
Mark N/A if any of the following apply:
Customer did not request a subscription cancellation or refund
Call was disconnected or dropped before the agent could follow the Save Protocol
Interaction was informational-only or voicemail
If the customer mentioned that they will call their bank to cancel the payment
Pass:
This parameter ONLY applies if ANY ONE of the following is true:
Agent successfully saved the customer from a refund or cancellation request, OR
Call was resolved through education, including:
Value proposition explanation
Product benefits clarification
Setting correct expectations
Customer’s concern was NOT related to refund or cancellation
If none of the above conditions are met, score N/A.
Mark PASS when applicable if any one of the following occurred:
Agent presented a cross-sell product with:
Clear value proposition addressing the customer’s concern (e.g., “supports [key benefit]”)
Product pricing for single bottle or 3-bottle bundle with discount
Clear call-to-action asking if the customer wants a subscription or one-time order
Agent offered both options (subscription or one-time order) or pivoted to single bottle if customer declined the bundle
Key:
At least one compliant product cross-sell attempt is sufficient to PASS.
Customer acceptance is not required; an attempt counts as PASS
Fail:
Mark FAIL ONLY IF the parameter is applicable, meaning at least one of the following is true:
Agent successfully saved the customer from a refund or cancellation request
Call was resolved through education or value proposition
Customer’s concern was not related to a refund or cancellation
AND, when applicable, ANY ONE of the following occurred:
Agent did not attempt any cross-sell
Agent mentioned a product as a cross-sell without including a clear value proposition, price/discount, and call-to-action
Agent did not pivot or offer an alternative bundle after a price objection
If none of the applicability conditions are met, score N/A (do not score FAIL).
N/A:
Mark N/A if ANY of the following apply:
Agent did not save the customer from a refund or cancellation
Call ended in refund or cancellation
Call was refund/cancellation driven and not resolved through education
Call type did not allow cross-selling (billing-only, compliance-restricted, system issue)
Call ended before the agent had a reasonable opportunity to cross-sell
Pass:
Mark PASS if ANY of the following are true:
The agent acknowledged the customer’s issue, concern, or situation in a way that is clearly connected to what the customer raised, even if no emotion was explicitly stated.
The agent used issue-based empathy, such as recognizing delays, confusion, inconvenience, or effort required from the customer.
The agent demonstrated understanding of impact (time, effort, expectations, or inconvenience) related to the customer’s concern.
The agent followed acknowledgement with a supportive or solution-oriented response (explaining next steps, offering help, or clarifying what will be done).
Explicit emotion is NOT required to mark YES, as long as the acknowledgement is relevant, specific, and customer-centered.
Fail:
Mark FAIL when applicable if all of the following occurred:
The customer expressed frustration, concern, or dissatisfaction and the agent did not acknowledge or address the emotion.
The agent ignored, minimized, or deflected the customer’s feelings.
The agent provided an apology that was generic, scripted, dismissive, or not clearly connected to the customer’s specific issue.
N/A:
Mark N/A if ANY of the following apply:
The customer did not express frustration, concern, dissatisfaction, or any negative emotion, and
The interaction remained purely transactional or informational with no service issue, delay, confusion, or objection raised, and
The agent did not have any reasonable opportunity to acknowledge or respond to an issue.
Do NOT mark N/A if ANY of the following are present:
The agent acknowledged the customer’s concern, issue, or situation, even if the customer did not explicitly state an emotion.
The agent used issue-based acknowledgement that clearly connects to the customer’s concern (e.g., delays, confusion, missing orders, billing questions).
The customer expressed implicit dissatisfaction (hesitation, repeated questioning, objections, or clarification requests).
Pass:
Mark PASS if ANY of the following are true:
Agent used polite language (e.g., “please,” “thank you”) consistently
Agent maintained a professional tone without raising voice, sarcasm, or negative inflection
Agent was respectful toward the customer, even if the customer was frustrated
Agent avoided interrupting, arguing, or speaking dismissively
Fail:
Mark FAIL when applicable if all of the following occurred:
Agent was rude, sarcastic, or disrespectful to the customer
Agent raised voice, interrupted aggressively, or argued with the customer
Agent used unprofessional language or tone, including slang or dismissive phrases
N/A:
Mark N/A if ANY of the following apply:
Call was disconnected or dropped before the agent spoke
Interaction was a voicemail or internal call without customer engagement
Pass:
Mark PASS if ANY of the following are true:
Agent clearly communicated what would happen next (e.g., refund processing, shipping, follow-up, or subscription setup)
Agent’s explanation was confident, structured, and easy to understand
Agent assured the customer that the resolution or next step would be followed through
Agent maintained control of the call without hesitation or uncertainty
Fail:
Mark FAIL when applicable if all of the following occurred:
Agent did not explain the next steps or resolution
Agent appeared uncertain, hesitant, or disorganized when explaining what would happen
Agent failed to assure the customer about the resolution or follow-up
N/A:
Mark N/A if ANY of the following apply:
No next steps, resolutions, or follow-up were required during the call
Call was disconnected or dropped before next steps could be communicated
Interaction was informational-only or voicemail
Pass:
Mark PASS if ANY of the following are true:
Agent used a friendly, polite, and positive tone when ending the call
Agent asked if there was anything else they could assist the customer with
Call ended in a complete, live interaction (not disconnected before closure)
Fail:
Mark FAIL when applicable if all of the following occurred:
Agent did not close the call warmly or positively
Agent did not ask if the customer needed further assistance
Call ended abruptly without proper closure or professional sign-off
N/A:
Mark N/A if ANY of the following apply:
Call was disconnected or dropped before the agent could close
Call was a voicemail or non-live interaction
Call type did not allow for a standard closing