Call Audits Scoring Form

• Offer Assistance (2 points)– Score is granted if the tech asks the customer how can we assist them with. Prefer this is added to the opening.

  • • Example “Hello this is Mike from Supersalon. How can I help you today?”

• Attach Call To Ticket (2 points) – The tech properly attaches their call to their ticket. This means the Contivio Call ID field on Netsuite is populated. If Contivio is not working correctly, then notes should reflect this.

• Verify User/Store Information (2 points) – Tech confirms the store location they are talking to. This should be done by reading what pops up on your screen versus asking the customer for this information. If you do not get a ticket pop correctly then you will ask the customer for the information.

• Permission to log into the system (4 points) – The tech asks permission to log into the system remotely before doing so. Be aware when talking to owners and office people that they may not actually be at the store. Example “Is it ok if I log into your computer and take a look?

• Subject (2 points) – The subject on your ticket reflects the store name and issue accurately. Issue should be similar to your Reason Code for the ticket.

  • • Good Subject – “LEM79-NY- Rocky Point SCI not syncing”

    • Bad Subjects – “LEM79-NY- Rocky Point SCI” – this is too vague

    • “SCI not Syncing” – this does not include the store name.

• Company (2 points) – The correct store is chosen on your ticket. If the ticket is for multiple stores you should be making a ticket for each store. If the fix is minor, then you should note the other stores in your call notes. This is an auto-fail if not set right.

• Assigned to (1 point) – The ticket is properly assigned to the tech. This is an auto-fail if not set right.

• Phone (1 point) – The contact number for the store or person you are talking too is properly documented. This is an auto-fail if not set right.

• Status (1 point) – The ticket is set to the proper status. Tickets that need followups are not closed prematurely. This is an auto-fail if not set right.

• Caller name (2 points) – The name of the person you talked to on your call is properly documented and spelled correctly.

• Priority (2 points) – The priority of the ticket is set correctly

• The Troubleshooting Steps are clearly Documented (8 points) – All troubleshooting steps are included. That also means if the customer brings up an additional issue than the one they called for that your notes mention that and its troubleshooting steps as well. Details save time for someone who may need to follow up at a later time.

• Reason Code (4 points) – The reason code on the ticket is as close to the caller’s issue as you can get.

• Origin (1 point) – The origin of the call is appropriately selected on your ticket. This is auto-filled in and should generally not need to be manipulated.

• Empathy Throughout the whole call (4 points) – The tech is able to mirror customer’s emotions and feelings while working with the customer. Don’t sound bored or annoyed. Treat the customer like you would like to be treated and sound like you actually care about helping them.

• Correct hold procedure (6 points) – When appropriate you place the caller on hold. This would be to avoid long periods of dead air.

  • • You should be asking the customer if it is ok if you put them on hold as well as tell them how long. “Would it be ok if I put you on hold for a few minutes while I check this out?”

    • When you set a time expectation, follow it. If you said a few minutes and it is taking you longer, you should pick them off of hold and tell them you are still looking at it and it will be a few more minutes. Do not leave them hanging indefinitely.

    • When you take them off hold you should be thanking them for holding. When the fix is going to take a while it is ideal that you get them off the phone and call them back.

• Positive Positioning (4 points) – The tech speaks with confidence and makes the customer feel like they know what they are talking about, even if they don’t.

• Kindness and Politeness (4 points) – Tech is polite on the phone. Terms like “Please, May I and Thank You” are used. You address the customer in a professional manner and show a positive attitude throughout the whole interaction.

• Professional Language (4 points) – Tech is able to avoid technical terms whenever possible but if used they are explained to the customer if they do not understand those terms.

  • • Example “The router is a small box, probably about the size of a book with some flashing lights on it, do you see that?”

• Fluency (2 points) – Tech is able to maintain a fluent conversation and provides well-structured sentences. Avoid sections of dead air as much as possible. Dead air is over 15 seconds. Talk people through things as you do them (like when connecting on LMI for example) and when Dead air is going to become a factor, put them on hold as outlined above.

• Tone of Voice (2 points) – Tech is able to keep a welcoming, enthusiastic and friendly tone of voice while maintaining a good pace on the call.

• Active Listening (2 points) – The tech understands what the caller says and avoids having the caller repeat themselves more than 3 times when providing information.

• Probing Questions (4 points) – The tech is able to ask the right questions to clearly identify the customer’s issue. Make sure you understand the issue completely before going into troubleshooting that may not apply.

• Identify the caller’s permissions/Managerial Task (4 points) – The tech does not perform any managerial tasks. If the customer has permission to do so, then the tech should educate them on how to do it not do it for them. This is an auto-fail if not done right. Granted exception if the issue is directly affecting the customer from running a business.

Examples of exceptions

• • • Voiding a CC that was overcharged

    • Permissions blocking them from accessing areas like the Sales screen or anything that would stop them from making and ringing out tickets

• Correct Send to Customer/Internal Only (2 points) – Tech replies to the ticket correctly. Internal notes are not sent to the customer and communication to the customer is actually sent to them instead of internally only. If you are escalating tickets, you need to let the customer know at each level of the escalation.

• Follow Troubleshooting Steps (8 points) – Tech is able to follow correct troubleshooting steps and tries to avoid unnecessary steps.

• Does Not Provide Customer With False Information (4 points) – Tech does not provide customer with information that is deemed to be false or inaccurate in regards to the solution of their ticket. Providing false information is an auto-fail.

• Does Not Provide False Expectations on Call Times (2 points) – Tech does not provide call back time frames to customers unless the person who is taking the escalation has told you to do so and that is noted. This goes for the techs own callbacks as well. Don’t say you will call them back in 10 minutes and then call them 2 hours later.

  • • Tech has to educate the caller on where his/her escalation is being routed to.

    • Example – If Level 1 is escalating they must advise the caller the case will be escalated to Level2. Level 2 does the same when passing to Level 3 and Level 3 when passing to Development.

    • Providing false information is an auto-fail.

• Preventative Measures and Customer Education (4 points) – Tech is able to take preventative measures from it happening again when possible (example IP of the computer changes and we fix the kiosk we should not just be changing the address and leaving it, we should be fixing the shortcuts that launch the kiosk and reboot it to make sure it connects properly after.

  • • Techs should also educate customers on what they fixed as opposed to just saying it is fixed. As well they should educate customers on how to avoid running into the same situations again in the future when applicable.

• Confirm Solution (4 points) – Tech must confirm the solution for their fix actually worked. Example – Uploads, don’t just start the upload but confirm it processed as well as confirm the data is present on iOffice after.

  • • The customer should agree with the solution when applicable. Not confirming your fix produces future calls and is condsidered an auto-fail.

• Offer Additional Assistance (2 points) – The tech offers additional assistance.Example “Is there anything else I can help you with today?”

• Closing (2 points) – End the call politely. Example “Have a nice day” “Enjoy the rest of your Day”

Automatic Fails

• Excessive Hold/Dead Air – Call is auto failed if tech exceeds 5 minutes in Hold Time/Dead air. Avoid this by placing on hold when appropriate and when the hold is going longer than expected you update the customer on the situation.

• Intentional Rudeness – Call is auto failed if tech is rude/sarcastic or displays unprofessional behavior during the call. Even if the customer is rude we have to stay professional. Do not take verbal abuse however if it is out of control, escalate the ticket.

• Failure to Follow Policies / Decline to Assist – Call is auto failed if tech fails to follow any of the policies in existence or declines to assist the caller.