Professionalism

Use Sarcasm: The use of sarcasm is considered a significant error and may potentially result in the termination of the contract.

 Example of a bad: 

Respondent: "Why are you calling me! Go jump off a bridge."

Agent: "Right back at you."

Example of a Good Response (No Sarcasm):

Respondent: “Why are you calling me! Go jump off a bridge.”

Agent: “I understand you’re upset, and I’m sorry this call is frustrating. I’ll be respectful of your time — if now isn’t a good moment, I can note that and we can try again later, or I can briefly explain the reason for my call.”

Not Patience: Most of the time, this will be a minor issue. However, talking over a respondent is considered bulldozing, so agents must always use their active listening skills and address any concerns the respondent may have.

Uses Respondent 1st name: The agent must never use the respondent's first name unless explicitly requested by the respondent.

Subtle clearing of throat & sniffling: Is no markdown, unless it is very excessive. 

Sounds a little unsure, but does not negatively impact the respondent. Coughing Sneezing (MUST APOLOGIZE!!!):  Is a minor markdown, unless it is very excessive.

Major Fails:

1.Yawning or stretching during the survey

2.Coughing excessively

3.Rude, Arguing, Disrespectful, Sarcasm

4.Profanity, Threatening

(3 & 4 will result in immediate termination.) 

5.Talking over the respondent (bulldozing)

6.Noticeable work from home background noise

(TV, baby crying, vacuum, etc)