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QA Zone: First Call Resolution

Did the agent adhere to all company policies, including accurately capturing customer details, carefully handling payments, and fully complying with all relevant requirements while maintaining professionalism?

Agent did not provide FCR on the call

FCR is crucial as it directly impacts customer satisfaction and operational efficiency by resolving issues on the first contact. To ensure the FCR, we have made changes in the scorecard, and from 27th July, 2025, there is an automatic failure in the process adherence question if an agent fails to provide FCR.

THINK OF ALL THE POSSIBLE SOLUTIONS TO RESOLVE THE ISSUE WITHIN THE CALL WITHOUT LETTING THE CUSTOMER CALL AGAIN FOR THE SAME CONCERN. NEVER PROACTIVELY ADVISE THE CUSTOMER TO CALLBACK.

Dropship Returns

All dropship items must be returned to ShopLC, except mattresses.

• All mattress return requests (current and future) must be sent to the Drop Ship team.

Mattresses follow a Return-to-Vendor (RTV) process.

• The vendor must provide a return label for customers to return the item directly to them.

• This applies only to unopened mattress boxes.

Also, any orders for which the customer has not received an RTL, agents need to continue following the existing process. The agents need to send an email to the dropship team.

FCR now part of QA Markdown

Agents are advised to strictly adhere to the process and aim to provide First Call Resolution (FCR) during all calls and interactions.

Failure to provide FCR will result in an automatic failure on the process adherence question.

Please note that quality markdowns related to non-compliance will be effective starting July 27th, 2025.

Dropship Email – Format Update

When sending dropship emails, make sure to include the following details:

Customer Name

Customer Code

SKU 

Item Description

Order/Invoice Number

Note: 

Including the Item Description ensures better clarity and allows the Dropship Team to handle queries more efficiently.

DHL + USPS Delivery Process

What You Need to Know:
We ship with DHL eCommerce
But USPS delivers the final package to customers.

How to Explain to Customers:
“We use DHL to ship your order, and USPS completes the final delivery to your address.”

Why This Matters:
Some customers get confused when USPS shows up instead of DHL.
We’ve received feedback about this—so let’s be proactive and clarify it before confusion arises.

Notify Customers about Refund/Payment Issues

If you receive a call where the customer asks about a duplicate or double charge for one order, please follow the script below to address their concerns clearly and professionally.

"Thank you for calling. I understand you may have questions regarding your recent order(s). I want to inform you that we recently identified an issue where the original payment for your order was mistakenly refunded to you. You might see charges on your account today. Please be assured these are not duplicate charges but the correct payments for your order(s).

Your order number affected is: [Order Number], and the refunded amount was $[Amount].

I apologize for any confusion this may have caused, and I appreciate your understanding in this matter."

SECURE SHIELD

LET'S ENSURE EVERY CUSTOMER HAS THE OPPORTUNITY TO PROTECT THEIR PURCHASE!

All agents are reminded to offer Secure Shield protection on all applicable products.

✅ Make the offer on every qualifying item
✅ Clearly explain the benefits to the customer
✅ Follow the documentation procedure as required

For any questions, please contact your Supervisor/QA.

Please note: When an item is cancelled, please ensure that the associated Secure Shield warranty is also cancelled.

The warranty should not be shipped separately without the item, as it is only valid with the product it was intended to cover. 

Process Change for Dispatch & Returns Queries 

Due to a change in process, we will no longer be assigning cases to “Salesforce - Dispatch Department ShopLC” or “Returns Department ShopLC.”

📌 All queries, questions, or complaints related to Dispatch or Returns must now be addressed ONLY through the Warehouse Teams Channel.

• If you are not part of the Warehouse Teams Channel, please check with your TL and get added immediately.

• No exceptions will be allowed.

• Failure to follow this process will be treated as lack of attentiveness.

Pre-Order Update

A quick heads-up on how we should communicate pre-orders to customers:

✅ DO
Please note or we would like to inform you, this is a pre- order and the estimated shipping time is up to 15 business days. Once your order has been dispatched, you will receive a confirmation email or text along with the tracking information, allowing you to track the progress of your shipment. 

Inform customers using clear, proactive language like:
“This is a pre-order with an estimated shipping time of up to 15 business days. You’ll receive tracking information once the order is dispatched.”

🚫 DON’T
Do not inform Proactively and refrain from using the below statements

The delay in shipment is due to the order being a pre-order item It is an order placed for an item that has not yet been released. These orders are processed by our warehouse team based on item availability and may take up to 15 business days to ship.

Avoid vague or reactive messages like:
“The delay is due to it being a pre-order item...” or over-explaining fulfillment logic.

Let’s keep messaging simple, confident, and reassuring. This helps manage expectations and enhances the customer experience.

Customer Appreciation Day

July 2nd, 2025

Please be reminded that Customer Appreciation Day is happening this Wednesday, July 2nd! On this day, qualifying customers will receive a special coupon flyer as a token of our thanks.

Here’s a quick overview of the offers:

• 💵 $10 OFF: Total order of $50–$99.99 (Redeemable on a future $50+ purchase)

• 💵 $20 OFF: Total order of $100–$199.99 (Redeemable on a future $100+ purchase)

• 💵 $50 OFF: Total order of $200+ (Redeemable on a future $200+ purchase)

🛑 Please note: Dropship & Marketplace orders are excluded from this event.

📅 All coupons expire August 6th, 2025.