SIMPLIFIED QA GUIDELINES
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Compliance (Auto-fail)
Compliance (Auto-fail)
FDA Compliance
Pass: Use compliant language such as "helps support," "supports," or "may help." Discuss normal body functions and avoid making medical claims.
Fail: State or imply that the product cures, treats, prevents, reverses, or diagnoses a disease. Guarantee medical outcomes or advise customers to stop prescribed medications.
N/A: The agent never discusses product benefits or health-related claims during the interaction.
PCI Sensitive Information
Pass: Collect payment information using the approved secure process. Pause recording when required and only reference permissible card information (e.g., card type or last four digits).
Fail: Read or repeat the full card number, CVV, expiration date, or allow sensitive payment information to remain on the recording.
N/A: No payment information is collected during the call.
Chargeback, BBB & Negative Threat Handling
Pass: Acknowledge the customer's concern professionally and immediately proceed with the required refund or cancellation process.
Fail: Continue retention efforts, negotiate, cross-sell, or offer discounts after the customer threatens a chargeback, bank dispute, BBB complaint, attorney involvement, or similar escalation.
N/A: Customer never mentions a chargeback, dispute, BBB complaint, or similar external escalation.
Recording Disclosure (Outbound)
Pass: Inform the customer that the call is being recorded before continuing the conversation.
Fail: Omit the recording disclosure or provide it after conducting business.
N/A: Inbound calls or interactions where recording disclosure is not required.
Introduction (10%)
Introduction (10%)
Opening Statement
Pass: Introduce yourself, identify the company or brand, and deliver the required tagline at the beginning of the call.
Fail: Skip the tagline, omit the company name, or provide an incomplete opening.
N/A: The call disconnects before the greeting can reasonably be completed.
Customer Identity Verification
Pass: Verify the customer's NAME, PHONE NUMBER, SHIPPING ADDRESS, and EMAIL ADDRESS before discussing account-specific information or making account changes.
Fail: Discuss account details or process account requests before verifying the customer's identity or skip any of the customer information.
N/A: The customer disconnects before verification can reasonably occur or verification is not required for the interaction.
Account Review & Probing Questions (10%)
Account Review & Probing Questions (10%)
Product Discovery / Probing
Pass: Ask relevant questions to understand the customer's concern before presenting solutions or offers. Follow the suggested script for discovery questions.
Fail: Assume the customer's needs, skip discovery questions, or immediately present offers without understanding the concern.
N/A: The customer clearly states all necessary information before probing is reasonably possible..
Value Proposition (10%)
Value Proposition (10%)
Product Discovery / Probing
Pass: Explain product or subscription benefits that directly address the customer's stated concern. Personalize the value provided.
Fail: Give generic sales pitches unrelated to the customer's concern or fail to explain the product's value before attempting retention.
N/A: The call does not involve a retention opportunity or product discussion.
Refund Mitigation: Save-the-Sale (25%)
Refund Mitigation: Save-the-Sale (25%)
Refund Save Protocol
Pass: Follow the approved refund save ladder in the correct sequence. Acknowledge the concern, educate the customer, provide relevant product value, and complete all applicable retention steps before processing the refund.
Fail: Skip applicable retention steps, present the ladder out of order, immediately process the refund without attempting retention, use aggressive sales tactics, or cross-sell before completing the refund save protocol.
N/A: Customer never requests a refund, the call disconnects before retention can reasonably occur, the interaction is informational only, or policy requires immediate processing (e.g., chargeback threats, adverse events, medical concerns).
Subscription Cancellation Protocol
Pass: Educate the customer, offer applicable subscription flexibility, and present approved retention offers (20% or 30% Discount) before processing the cancellation.
Fail: Skip education, fail to offer applicable retention options, or make little to no meaningful retention effort.
N/A: Customer is not requesting subscription cancellation, or policy requires immediate cancellation without retention efforts.
Cross-sell Execution (10%)
Cross-sell Execution (10%)
Cross-Sell Attempt
Pass: Offer at least 2 additional products as part of a bundle or multi-product recommendation when a reasonable sales opportunity exists. Customer acceptance is not required.
Fail: Make no cross-sell or upsell offer despite having a reasonable sales opportunity.
N/A: No reasonable opportunity exists due to situations such as the customer already completing a cancellation/refund, returning the product, completing a chargeback/formal escalation, disconnecting before an offer could be made, refusing engagement, or actively escalating through anger, cursing, hostility, threats, or similar behavior requiring de-escalation.
Soft Skills (10%)
Soft Skills (10%)
Empathy
Pass: Acknowledge the customer's concern, issue, or situation in a genuine and relevant way. Show understanding of the customer's inconvenience, confusion, delay, effort, or frustration, then follow it with a helpful or solution-oriented response. Explicit emotion is not required as long as the acknowledgement is customer-focused.
Fail: Ignore or dismiss the customer's concern, fail to acknowledge obvious frustration or dissatisfaction, or provide a generic apology that is not connected to the customer's actual issue.
N/A: The customer never expressed frustration, concern, dissatisfaction, confusion, or objection, the interaction remained purely informational or transactional, and the agent had no reasonable opportunity to demonstrate empathy.
Professionalism
Pass: Maintain a calm, polite, respectful, and professional tone throughout the entire conversation. Speak courteously, avoid interrupting the customer, remain composed during difficult conversations, and de-escalate when the customer becomes emotional.
Fail: Sound irritated, sarcastic, dismissive, impatient, or condescending. Interrupt or talk over the customer, use inappropriate language or slang, or mirror the customer's frustration instead of remaining professional.
N/A: The call ended before any meaningful conversation occurred (such as voicemail or an early disconnection), or the transcript is too incomplete to evaluate the agent's tone.
Closing (5%)
Closing (5%)
Closing Statement
Pass: End the conversation with a warm, professional closing. Thank the customer, offer additional assistance (or future assistance), and ensure the interaction concludes positively whenever there is an opportunity to do so. The exact script is not required as long as the intent is present.
Fail: End the conversation abruptly without a meaningful closing, fail to thank the customer, or fail to offer any additional or future assistance despite having a clear opportunity to do so.
N/A: The customer disconnected first, the call dropped unexpectedly, the interaction required a callback or future follow-up, the call was a voicemail or non-live interaction, or the agent had no reasonable opportunity to complete the closing.
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