Notes

Tuesday May 16, 2017 16:29:51 EDT


Teleperformance CCMS




Monitor Detail


Ident

2465716


Name

Wang Yue



Monitor Summary

Monitor Ident

95669


Monitor

Sea Mobility Nesting v1


Monitor Company

Teleperformance CA Canada


Monitor Client

Samsung


Monitor Program

Samsung TRONT SEA Mobile English


Reviewer

Sue I Higuera


Monitor Date

2017-05-16


Location

TPCA Toronto


Client

Samsung


Program

Samsung TRONT SEA Mobile English


Manager

Abdul Rehan


Employee First View

2017-05-16 16:07:16


Employee Last View

2017-05-16 16:29:51


Employee View Count

2



Form Score

Score

90.00


Possible Score

115.00


Percent

78.26


Average Score / Question

12.86



Legend
0 20 40 60 80 100



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Monitor Information

Weighted Average

N/A




1. Client:

Samsung



2. Call ID:

16701946



3. Reason for Call:

Customer called to inquiry about status of repair, customer advised device was received by Samsung on 05/02 and when she checks status she sees is not receive but there is not more info, agent advised customer the ticket has been cancel, place customer on hold and came back to advised customer she needs to call back next day as she needed to speak to repair center, but we had received the device, Call ended.



4. Date:

05/14



5. Time:

8:84:48PM



6. Phone Number:

n/a



7. Call Disposition:

n/a


Parameters

Weighted Average

78.26






100.00


1. Did the agent provide a positive & confident first impression?

Yes




Flagged for Coaching

2. ---

Thank Customer and provide Samsung branding in a timely manner

Provide your name as it appears in the roster

Positive, friendly and upbeat tone

Confirm customer by name

Active Listening

Offer assistance
















3. Other

n/a





0.00


4. Did the agent ask & clarify all necessary probing questions and use all resources/tools to resolve the customer inquiry?

No




Flagged for Coaching

5. ---

Use relevant probing questions

Minimize Dead-Air

Ask for sequence of events that let up to situation/What happened that led to issue?

Analyze the details the customer provides/agent used info the customer provided to find resolution

Address all product issues/concerns

Review previous interaction history

Use appropriate resources to identify, research, and resolve concern
















6. Other

n/a





0.00


7. Was the accurate solution provided?

No




Flagged for Coaching

8. ---

Provide self-help options

Correctly resolve all concerns
















9. Other

n/a





0.00


10. Did the agent follow the correct processes for this scenario?

No





100.00


11. Did the agent document appropriately?

Yes




Flagged for Coaching

12. ---

Provide documentation that is fact based and not opinions or personal judgement

Use the Who, What, Where, When How strategy

Do not falsify documentation
















13. Other

n/a





100.00


14. Did the agent adhere to the Transfer & Hold Procedure and courtesies?

Yes




Flagged for Coaching

15. ---

Ask customer’s permission to be placed on hold

Inform the customer of why you’re putting them on hold

Inform the customer how long you expect the hold to be

Check in with customer within allowable timeframe

Follow guidelines for appropriate hold reasons
















16. Other

n/a





100.00


17. Did the agent use effective communication skills in a professional manner?

Yes




Flagged for Coaching

18. ---

Acknowledge customer remarks throughout the call.

Use please and thank you throughout call

Use a friendly, cheerful and upbeat tone throughout call

Avoid reading notes out loud to the customer

Do not react negatively to customer hooks in reaction to customer frustration or question

Avoid advising customer of system downtime

Finish one though or explanation before moving on to other topics

Present information in terms the customer can understand

Use proper grammar throughout interaction

Articulate and enunciate words clearly to avoid misunderstanding- Avoid mumbling

Avoid company jargon (i.e. BOS, ECR, and ASC) & slang

Adapt communication to match the customer’s style as appropriate

Match the customer’s knowledge level to prevent confusion or misunderstanding

Avoid excessive dead air/Improper use of Mute/engage customer

Keep conversation focused on the issue at hand with minimal deviations

Utilize de-escalating skills to assist the customer

Do not interrupt customer or speak over customer

Avoid distraction and give the customer your undivided attention

Demonstrate a willingness to assist customer at all times

Fully take ownership of call and customer support

Time statement appropriately by ensuring it was right after the customer stated their concern
















19. Other

n/a





100.00


20. Did the agent leave a lasting impression with customer?

Yes




Flagged for Coaching

21. ---

Genuinely thank customer for calling

Demonstrate value/loyalty

Provide Samsung branding

Utilize resolution close question
















22. Other

n/a



23. Please rank agent for effective communication.

B. Observed accent but no language barrier of any kind (written and spoken) a Full comprehension of English language, proper sentence structure and word choice, appropriate pacing, caller understands agent and agent understands caller





100.00


24. Did the agent do anything during the interaction that is classified as ZERO TOLERANCE behavior according to the guidelines?

NA



25. ---

Use of profanity/explicit language

Intentionally disconnect the customer

Refusal to escalate to a supervisor or management

Refusal to provide name or identification

No documentation or ticket created

System manipulation

Failed to read OB recording disclosure


Overall Comments

Weighted Average

N/A



Flagged for Coaching

1. STRENGTHS:


Agent has a positive and polite tone, good pace.


Flagged for Coaching

2. OPPORTUNITIES:


Agent needs to sound more confident, agent needs to look into all resources in order to provide an accurate solution to customer.


Security and Fraud Detection Rider

Weighted Average

N/A




1.
Call avoidance & Metric Manipulation





100.00


2. Did the agent avoid answering the call (AHT/CSAT/Call avoidance/Other)?

No





100.00


3. Did the call unexpectedly disconnect (AHT/CSAT/Call avoidance/Other)?

Non-Alert





100.00


4. Did the agent perform a blind transfer with the intent of avoiding assisting the caller (AHT/CSAT/Call avoidance)?

No





100.00


5. Did the agent manipulate any CSAT survey process (CSAT)?

No





100.00


6. Did the agent manipulate the payment amount or payment process (Payments)?

No





100.00


7. Did the agent issue a credit for a gain outside of client guidelines (Credits/Sales/Other)?

No





100.00


8. Did the agent violate any standard sales practice (Sales/Referrals/Retention/Other)?

No



9.
Authentication





100.00


10. Did the agent violate client handling and authentication/verification procedures?

No



11.
Misuse of product





100.00


12. Did the agent issue any benefit to the customer outside of process?

No



13.
Internet/Tool/Software/Program usage





100.00


14. Did the agent violate Internet/Tool/Software/Program protocol?

No



15.
Personal Benefit/Stealing





100.00


16. Did the agent work on personal, families, or friends account adding (inappropriately) credits, refunds, miles, points or any other benefit for the purpose of self-benefit or benefit of personal acquaintances ?

No


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