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Quality Assurance (100 points) Call Opening
Use positive tone/interaction
Use Proper Form of Address
(use customer name)
Appropriate Hold Procedure
Patient
Variety & creativity in speech
Listens Activity / interaction
Rapport
Call Closure
Call Accuracy (100 points)
Incomplete, inaccurate information given
Did not reconfirm transaction / information given by the customer
Field to probe
Lack of ownership
Did not use proper explanation to clarify policies and documents
Did not offer alternatives
System usage