QA Update: as of 8-10-2023

Ghost Spiel- needs to do opening spiel 3 times. Then force call termination spiel  can be done once. (1)

Abusive caller- can do the warning spiel 2 times, then may force disconnect the call.   

**IMPORTANT: To ensure QA score will continue to improve. Weekly score monitoring is conducted and those who will fail to meet the minimum passing score of 85% will be enrolled to PIP. 

Suggested Spiel about food inquiry: 

"Bringing of outside food is not advisable as we have plenty of menu that you can choose from.  A planner will discuss that with you within 72hrs of your reservation request via booking form online."

Proper hold/mute procedure:

We can place a call on mute/hold

 Set proper expectation that customer will be put on hold and will hear silence for 1-2 mins. 

• ACW Threshold-1 minute allowable, otherwise markdown under timeliness. 

• 5 seconds- allowable call pick up, by that duration, QA expect to hear opening spiel.

• **10 seconds allowable dead air- otherwise markdown in QA Timeliness  

• **Turn around time for any URGENT callback request is 48-72 hours 

Do's:

• Go back to the customer every now and then when placing call on hold to warm transfer (5 mins max)

• Threshold of 2 mins, when doing research and assistance

• Business ownership- we represent K1speed, thus we use " WE" in our sentences, " OUR TEAM" etc. 

• DOCUMENT, DOCUMENT DOCUMENT- better to do this excessively than none at all. 

• MUTE, MUTE, AND MUTE- if we cannot do EOP we MUTE.