Quick Monitoring Session (QMS)

It's a quick evaluation of three chats and/or tickets. A QMS can be sent at any time of the fortnight. It will not affect the final score, but if infringing a Zero Tolerance component a sanction may apply.

In them, we evaluate:

Assignment Details

• Rudeness

• Deleted Message

• The agent assigned the ticket to himself/herself or set the agent back to “Agent 0” or somebody else.

Grammar

• Grammar

• Spelling

• Full sentences

• No acronyms

• No unauthorized abbreviations

Politeness

• Willingness to assist

• Proper tone

Professionalism

• Accurate response

• Register note

• Proper resolution

• Edited response

Each has three (3) possible scores that will be given depending on how many details are missing from each of them.

• Not Met

• Partially Met

• Completely Met

A general feedback will be added at the bottom of the evaluation. Here you will find the details of each penalized component.