Embedded Files
The reference guides might be outdated. The US team is working to update them as soon as possible.
You can find here examples of what to avoid sharing with customers that apply to the chats' scorecard.
Falling into any of these components will give an automatic zero (0) in the evaluation and may lead to an administrative sanction (according to follow-up).
Improper conclusion of the conversation
Improper conclusion of the conversation
Any type of unnecessary statements, patronizing the customer or sarcastic attitude towards the customer will not be tolerated under any circumstance. This will lead to an administrative act.
We must always act appropriately (rudeness)
We must always act appropriately (rudeness)
Any type of unnecessary statements, patronizing the customer or sarcastic attitude towards the customer will not be tolerated under any circumstance. This will lead to an administrative act.
Rudeness includes, but not limits to, the examples shown in the chart.
Didn’t properly verify
Didn’t properly verify
Be sure you verify account ownership every time you need to access an account. If the customer asks a general inquiry there is no need for account verification before providing information.
To verify you must ask for full name on the account, and full delivery or billing address. If the customer gives incomplete information, you must ask for the missing information before sharing any information from the order/account.
Sensitive Information
Sensitive Information
The interaction must be reported to a floor support, supervisor, or QA if the customer sends information like:
Photo of credit card (both sides)
Screenshot showing CVV, full card number, and expiration date
Social Security Number
Sharing screenshots/files from internal tools as well as guides
Sharing screenshots/files from internal tools as well as guides
The CSR must not share with the customer any guide products, screenshots from Admin (only specific screens can be shared), CXone/MAX screenshots, invoices, etc.
Sharing internal information includes, but not limits to, the examples shown below:
Not concluding with the actions mentioned to the customer
Not concluding with the actions mentioned to the customer
Reprinting, refunding, account changes, etc. Must be completed on Admin, Dashboard, or BackOffice.
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