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The reference guides might be outdated.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).
Lack of professionalism (rudeness)
Lack of professionalism (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.
Deleting a response
Deleting a response
The CSR must not delete a response which was already sent out.
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:
You may not state account details prior to verifying the customer’s account ownership
You may not state account details prior to verifying the customer’s account ownership
If you provide any details on a customer's account without verifying the account’s ownership, you will FAIL the interaction as this is a legal requirement.
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.
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
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