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Do you want to know how we make evaluations in QA?

Greeting 

• Opening: Did the agent open the call appropriately? 

• E.A.R Behavior: Did the agent use appropriate empathy/acknowledgment/reassurance that's aligned to the customer's situation? 

• Tone of Voice: Did the agent use a tone that is friendly, helpful, and professional? 

Identify

• Active Listening:: Did the agent listen actively throughout the call?

• Probing Questions: Did the agent ask the necessary probing questions to identify the issue and provide a proper resolution?

• Interaction Flow: Did the agent allow the customer to speak without interruption?  

Solving

• Tool Utilization: Did the agent utilize tools and resources accurately 

• Identification: Did the agent identify the correct options and provide accurate and proactive information?  

• Call notation and identify the call in reason: Did the agent completely document the call? 

• Positive communication: Did the agent implement positive communication when explaining the resolution? 

• Confidence and Expertise: Did the agent lead the call and kept the call on track.

Verification before closing 

• Transfer

• Education: Did the agent educate the customer with the options available? 

• Upsell: Did the agent offer products that best suit the customer's needs?    

Soft Skills

• Language Barriers: Did the agent communicate without major language barriers?

• Hold Protocol: Did the agent follow proper hold protocol? 

• Dead Air: Did the agent avoid excessive call silence? 

Closing

• Further Assistance: Did the agent offer further assistance? 

• Closing: Did the agent close the interaction accordingly? 

Auto Fail

• Compliance: Did the agent follow all necessary lifeline, PCI, and authentication policies? 

• Professionalism: Inappropriate call behavior? 

• Resolution: Did the agent process the resolution accurately? 

• Dispositioning: 

Did the agent fulfill the notes on the correct account?

* The agent did not add notes to the account in Catalyst.

* The agent did not make an entry in the non customer record tool (Catalyst).

Customer Focus

• CSAT Score 

• Was the agent efficient?