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QUALITY ASSURANCE
-review recorded calls
-standard list of what they are looking for ( calls,email,chat)
-each item is defined ( calibrated
-enhanced rider( estimation of liv's reaction
KEYS TERMS:
GHOST CALL:
-no customer on the phone
-pocket dials: hang ups, etc
HOLDING TIME
-ask permission
-provide reason
-max: 2.5 minutes
-thank her for patience
-here is what you found
DEAD AIR:
-ask liv questions( ask her about loyalty)
- +20 SECONDS when there is no conversation
Wrap Time: from her hang up of call to your “ready” status. Part of AHT.
AHT: Average Handle Time. From “ding!” to “ready”. Includes hold time and wrap time.
CSAT QUEStions
- did we answer your question to your complete satisfaction
-care agent was knowledgeable
-care agent was enthusiastic and engaged
-care agent really listened to me
-comment section( tell us a little more about why you choose the rating you did.
also: ask if she would like us to call her back to discuss this.
( score a 1 if yes , a 0 if no.)
who enter the QA and CSAT surveys?
QA- TP QA ANALYST
CSAT-LIV
what is the highest possible CSAT score? NET PROMOTED SCORE (NPS)
csat:31 points
NPS: 10 points
NET PROMTER SCORE
-allow-
detractor-( 0-6)
neutral- (7-8)
promoter- ( 9-10)
NPS= promoter- detractors
what is the ultimate question?
" how likely are you to recommend maurocies to a friend or colleague
why is this question so important?
SCALE ALLOWS across -industry comparisons and across time comparisons
- Measures why we are here : to help her so well she wants to tell others
WHY are passives so important?
IT easier to convert a passive to a promoter than a detractort. Also, it is unfortunately very easy to turn them into a detractor ( no loyalty)
LOYALTY- LIV WANTS THIS
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