Overview

At ShyftOff, we take call quality very seriously, and we use a standardized grading system to evaluate the quality of your calls. You will be evaluated on the following criteria:

1. Connect: The "Connecting" stage of a call is typically the stage where you establish a deeper connection with the customer and build rapport. During this stage, the primary goal is to establish trust and a positive relationship with the customer, which can help to create a more positive overall experience. The following will be scored:

   • Greeting

   • Courtesy

   • Positivity

   • Tone

   • Empathy

   • Ownership

2. Discover: The "Discover" stage of a call is typically the first stage in a customer service call, where the focus is on gathering information about the customer and their needs. During this stage, the primary goal is to learn as much as possible about the customer and their situation in order to determine the best course of action or next steps. The following will be scored:

   • Guided Questions

   • Troubleshooting

3. Resolve: The "Resolve" stage of a call is typically the stage where the focus shifts to addressing the customer's needs or concerns. During this stage, the primary goal is to provide the customer with a solution or resolution that meets their needs and addresses their concerns. The following will be scored:

   • Next Steps

   • Verify Services

4. Close: The "Close" stage of a call is typically the stage where you bring the call to a conclusion and ensure that the customer is satisfied with the resolution. During this stage, the primary goal is to confirm that the customer's needs have been met and that they are satisfied with the outcome. The following will be scored:

   • Gratitude

After each call, you will be evaluated on these criteria using a standardized grading system. Your performance will be reviewed regularly, and feedback will be provided to help you improve your call quality over time.