Phone Etiquette

1. To help the respondent understand the question better, it is important to speak at a steady pace and positive tone. 

This fosters a more constructive conversation and increases the likelihood of receiving a clear response. 

2. Stumbling, being biased, and call control while reading will cause markdowns.

 This includes using phrases like "uhm" or pausing while reading questions, which is considered stumbling. 

Comments such as "That is great to hear," "I'm happy you like your health plan," or "Yes, that is why I don't use that health plan." These responses aren't acceptable because they introduce bias.

 Avoid losing control of the call and always attempt to get back on track with the survey. 

Example of losing call control.

Respondent: "I have problems with my knee from an old football injury, and that is why I have problems climbing stairs."  

Agent: "I'm sorry to hear that. How did it happen?"  

Respondent: "Well, I'm not sure you have time for the story, but since you asked, it all began..."

(At this point, the respondent starts talking about their college football years and the accident.)

The agent must try to gain control of the call again and return to the survey questions as soon as possible. 

3. (Focus) Make Sure to always use your active listening skills to avoid getting the wrong answers.

 Neglecting to utilize active listening skills can negatively impact other aspects of the QA audit. 

Such as Data Entry and Probing/Clarifying 

4. Agents must use the no-pause technique to ensure they are active and ready for all calls.

The agent must always say hello when the call comes in. 

Please remember that we need to say hello at least 3 times before ending the call.

5. When facing a computer problem, it's perfectly acceptable to say, "It seems that I'm experiencing some computer issues at the moment. I appreciate your patience."