Call QA Guidelines

Provide the greeting within 5 seconds.

Follow the greeting script.

The default greeting language is always Arabic; however, you should repeat the greeting in English if the customer's language is English.

Offer further assistance at the end of the call and wait for the customer's response.

If the customer raises another concern after being offered further assistance, address the new concern and offer further assistance again.

Adhere to the closing script and then hang up the call.

Use the customer's preferred language and switch languages if the customer does.

Use English if the customer's language is different from English.

Maintain the correct sentence structure & Grammar in both languages (Arabic & English).

Avoid any incorrect pronunciation in both languages (Arabic & English).

The mute function should not be used more than 2 times during the whole call with 5 seconds maximum for each time.

The silence gap should not exceed 10 seconds, and it should used no more than two times in a raw during the call.

Silence should be refreshed by involving the customer in the relevant activities related to their inquiry or request, using phrases such as

Use the “since closure” in case the customer drops off during the call and the agent is unable to complete the resolution ('Dropped'), or if the agent receives a silent call.

Say the greeting 3 times, with a total duration of 15 seconds.

"If there is no response from the customer, follow this script: “It seems there is an issue with the sound of the call. We will call you back right now. Thank you for contacting London Cab”.

واضح ان في مشكلة في الصوت. سيتم التواصل مع حضرتك حالاً. شكراً لاتصالك بلندن كاب"

Follow the hold script and provide a relevant reason based on the scenario.

Take the customer's permission before placing him/her on hold.

Thank the customer both before and after placing him/her on hold.

Adhere to the mentioned time frame (2 minutes).

Avoid using abbreviations, slang, or overly casual language.

The agent should Avoid engaging with the customer in any personal conversations or topics or being over-friendly.

Avoid using slang expressions or informal language (Honey/darling/nicknames)

Avoid using negative expressions (Unfortunately, problem, We can't do that) or ordering language (You have to, you must, That’s the policy, and we can’t change it)

Address the customer by their correct name and gender.

If the customer's name is unisex, you should initially use the masculine gender, unless the customer's voice indicates their gender during the call.

If the customer introduced himself with a certain title or position (Dr. / Eng., etc..) use it.

Check the customer's name on the Dispatcher and use it if it does not appear on 3CX.

If the customer mentions a different name than the one registered on the account, use the name provided by the customer

Listen to the customer’s tone and emotional state. For example, saying, "I understand how frustrating that must be for you" helps the customer feel heard.

Show caring and be genuinely interested in solving their problems.

Apologies should not be excessive, and if used more than once, they should be rephrased.

Your tone of voice should not be rushed or monotonous while speaking with the customer.

Your tone of voice must be respectful, clear, active, and enthusiastic during the conversation.

The agent should always offer the best solution for the customer depending on his requirements: 

"For Upselling: 

• • The agent should recommend a package instead of a multi-leg ride

  • The agent should recommend that the customer book another package if they wish to extend the duration by 2 hours or more

  • The agent should offer the use of Orange points for Orange users when processing booking requests.

  • The agent should promote the app at the end of the call.

  • The agent should offer Prime as a new service and explain its benefits if the customer is interested"

"Cross-selling: 

• • The agent should offer a round-trip option for airport and travel rides, highlighting the discount."

Clearly restate any actions taken, such as new bookings, modifications, or cancellations, by confirming the booking details, any comments, and the price.

Follow the correct flow as per the KB

Avoid a lack of concentration

Avoid unnecessary or excessive holds.

Avoid asking irrelevant questions.

Ensure the correct questioning technique is used.

Avoid interrupting the customer and wait until they have finished speaking or paused before responding.

Do not release or share the customer’s data with any other customer.

Provide complete and accurate information, mentioning the related policy and adjusting it according to the scenario and ride type.

Do not provide incorrect information and must stick to the knowledge base (KB).

Avoid over-promising or giving false assurances about actions that cannot be fulfilled.

Inform the customer that the SLA for any complaint is 48 working hours. If the complaint exceeds the SLA and is still pending, notify the customer that they will be updated ASAP, but the SLA will not be renewed for another 48 working hours.

If the customer's main concern is performing an action through the app and you have already completed the request on their behalf, guide the customer through the steps in the app using the app's language.

Respond to all of the customer's inquiries within the same interaction.

Raise a complaint for the customer's issue if it requires investigation and will be resolved by another department.

Do not avoid the customer by directing him to another channel or ignore any of his inquiries. Follow up with the customer, update him with the other department's feedback, and take ownership of the case.

The agent should call the customer back if they have promised to do so. Avoid providing an irrelevant or incorrect resolution.

"Early Wrap-up:

• • Receive the customer's response to the further assistance request before proceeding with the closing script and ending the call.

  • Delaying the greeting and the call drops from the customer's side, it will be considered an avoidance.

  • Intentionally hanging up the call with the customer.

  • Failing to call the customer after a silent call.

Create the booking with accurate and complete details, including pickup and drop-off locations, date and time, and car type.

Leave a comment with the detailed address, ramp request, car type if the customer specified a preferred type for "Open Day Rides," and any other special requests provided by the customer.

Take the correct action for the modification (date, time, comment, etc..) as per the customer's request.

Create a complaint with the correct details provided by the customer and update the complaint with the customer's comments in follow-up cases.

Maintain professionalism and show a positive attitude (Patience/Respect) while managing emotions and stress.

Maintain composure, patience, and self-control while handling an angry or frustrated customer.

Maintain a polite and professional attitude and avoid aggression, shouting, debating, or any sarcastic attitude.

Merge duplicate tickets related to the same customer and concern.

Fulfill the ticket fields correctly, including contact reason, booking ID, ticket status, and agent name.

The agent should leave a summary of the case in the description of the ticket.

Create a valid complaint with an accurate description, following the CARE template, and select the correct status (Complaint Pending)

Add a call log for lost business cases in the dispatcher.

Leave a private note in the ticket with any approvals, internal communication with other departments, and system errors or unfamiliar details (car type, price, etc..).

Do not end the call after more than 5 seconds maximum.

Seek approval from the concerned department for exceptional cases such as new bookings outside the lead time or modifications/cancellations within the last hour of the pickup time, following the process as per the SOPs.

Check availability before booking a van or Mercedes E 180.

Check the booking for travel rides with the operations team for requests out of the safe time or any exceptional cases not covered in the KB.