Quality assessment
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The document outlines quality assessment criteria with ten sections containing multiple objectives aimed at improving customer interaction and service quality. Key objectives include proper documentation, promoting the brand, effective communication, and problem resolution, alongside the necessary cautions to avoid negative scoring, such as using inappropriate language or mishandling escalations. It emphasizes the importance of thorough preparation, ongoing customer engagement, and accurate representation of policies to enhance overall customer satisfaction.
Quality assessment
- 1. Quality Assessment There are ten sections with twenty objectives. Each of the sections can have multiple objectives within it. These sections and objectives are scored collectively to derive of a possible sore of 100% . Please Review the FAQs for each objective to eliminate possible unacceptable scores and improve possible quality scores received. If you have questions, please bring them to your manager, a time will then be set to go over these expectations. It is important that you comprehend these expectations,to better assist with the customer and provide them with a quality experience worth mentioning to others. More importantly,we want you to improve on skills that will help you attain your goals witch should align with ours. Top focus: Things To Avoid & Things Needed 1. Objective: Documentation/notes –Log every call incoming and outgoing within salesforce. 2. Objective: Educate/provide all necessary and pertinent information to the prospective student 3. Objective: Promotion of the Brand- it’s imperative that we promote ourselves in the beginning and end of the calls. 4. Objective: Represent ProSchools positively- Engage with customer, refrain from dead air, improper use of nonessential fillers, (um, uh, talking to self,repeating same response (okay) when confirming information with customer. 5. Objective: Required customer confirmation- Confirm all requests from customer, minimize processing errors, repeat-back all details to ensure accuracy, (date, time, location, requested action, etc.); Asking customer’s permission to charge or purchase, to complete transaction on their account. 6. Objective: Dispositioning the customer Interaction- correctly disposition all customer interactions within salesforce, logging a call, creating a cases, attaching documentations, etc. These must correspond with actions taken within the customers call. 7. Objective: Integrate Personal Qualities- Proactive Questioning to identify customer needs, use of 5 W’s-who, what, when, where, why, the use of soft skills.
- 2. 8. Objective: Connect with Customer-Keep a level of professionalism, ask questions understand the customers’ true issue in order to offer relevant options, be empathetic, actively listento situations, and engage in conversation. 9. Objective: Promote the Brand-Promote savings, Positive Product Positioning, express appreciation for their choice in ProSchools, positive representation of our products, use of alluring words when presenting, ask about additional needs. 10. Objective: Efficiency of Customer call- Use of tools provided to efficiently assistcustomer properly. 11. Objective: Preparation of customers’ call- be prepared to answer the call, customer shouldn’t have to say hello in order to get your attention. 12. Objective: Execute on behalf of customer- agent should problem solve and offer resolutions. First confirm customers comprehension, before taking action, complete all actions promised, (complete cancellation process, refunds, locating information, extensions, etc.) Inquire about future needs or plans, ask for further assistance needs. (Pass two objectives with one statement) 13. Objective: Establish Customer Expectation and Understanding- re-cap all course details to ensure comprehension, educate customer accurately on our policies/procedures pertaining to their specific situation. Do not just state, “I cannot help you”, explain specifically what we are able to assistwith and what is out of our scope of abilities or knowledge. 14. Objective: Education- explains steps taken on customers behalf, request for documentation, refund timeframe, provide correct contact information, transferring to correct department or individual. 15. Objective: Know before you go- review and read all information provided when completing call log/open cases or cancellation process/refund process and educate customer in a professional personalized manner to ensure full disclosure. Do not simply read from your screen. NEGATIVE SCORING RESULTING FROM: 1. USE OF PROFANITY OR RACIAL REMARKS,TO INCLUDE COMMENTSIN REFERENCE TO WE SPEAKENGLISH,THE USE OF OTHER LANGUAGE BESIDESENGLISH WITH CUSTOMERS.
- 3. 2. THE USE OF PROFANITY WITH CUSTOMER,IN YOUR NOTESOR ON THE CALL WILL RESULT IN IMMEDIATE DISCIPLINARY ACTIONS. 3. CONTACT TERMINATION-HANGINGUP ON THE CUSTOMER ISNOT ALLOWED.IF CUSTOMER ISBEINGABUSIVE, YOU MUST OBTAINSUPERVISOR’SOKAY TO RELEASE CALL.THISINCLUDESRELEASINGCALL BEFORE CUSTOMER’SCOMPLETEUNDERSTANDINGOR COMPREHENSION. 4. FALSIFICATION OF INFORMATION-STATINGACTION NOT TAKEN IN CASES,CALL LOGGING, OR NOTES PROVIDED TO ANOTHER DEPARTMENT ISFALSIFYINGINFORMATION. 5. PROCESS MISHANDLING-FAILURE TO REPORT SYSTEM ISSUESAFFECTINGCUSTOMERSOR FACILITIESIS MISHANDLING. FAILURE TOREFER OR PROVIDE TECHNICAL SUPPORTSINFORMATION ANDNUMBER ISA SEVER MISS. 6. ESCALATION MISHANDLING-IF YOU REFUSE TO TRANSFER CUSTOMER TO SUPERVISOR’SVOICEMAIL OR PROVIDE APPROPRIATE CONTACT INFORMATION WHEN CUSTOMER REQUESTSMULTIPLE TIMES(MORE THAN ONCE)WILL RESULT IN SEVER MISS. 7. PROPER ESCALATIONPROCEDURE: CUSTOMER REQUESTSA SUPERVISOR: ADVICE CUSTOMER YOU WILLNEEDTOCONFIRM THEIR INFORMATION AND GET A DESCRIPTIONOF CONCERN OR ISSUE TO FORWARD ON TO THESUPERVISOR. UPON HEARINGCUSTOMERSISSUE/COMPLAINT,IF YOU REALIZETHERE ISA SOLUTION OR ARE ABLE TO EASILY ASSIST WITH THE CUSTOMERS’NEED,THENEXPLAIN THAT YOU WOULD BE HAPPY TO TRANSFER THECALL TO A SUPERVISORSVOICE MAIL,BUT IF THEY WOULD PREFER YOU COULD ASSIST THEM IMMEDIATELY WITHA RESOLUTION. IF CUSTOMER ISNOT AMIABLETO RESOLUTION AND ASKSFOR A SUPERVISOR AGAIN AT THAT POINT,THEN TRANSFER THEMTO SUPERVISORSVOICEMAIL.EXPLAININGTHAT IS WHAT YOU ARE DOINGTO THECUSTOMER PRIOR TO TRANSFERRINGTHEM. YOU ARE EXPECTEDTO ATTEMPTTO DE-ESCALATE THECUSTOMER BY OFFERINGA RESOLUTION OR EDUCATINGTHE CUSTOMER PROPERLY PRIOR TO TRANSFERRINGTHE CALL ONTO A SUPERVISOR.