:Internal Only/Process/Q and A

Question and Answer: Call Review Process

Criteria: Call Review-Normal Call

Question	Category	Points Possible
Agent provided call opening	Call Opening	10
Agent listened actively to the customer and demonstrate understanding of the customer issue.	Probing & Verification	10
Agent verified customer information.	Probing & Verification	10
Agent checked customer and ticket history for previous tickets.	Probing & Verification	10
Agent probed to obtain necessary information required to resolve the issue.	Probing & Verification	10
Agent used tools / applications /correct Process & technical knowledge to resolve the issue	Problem Solving	10
Agent followed the correct troubleshooting steps and handled the interaction according to the solution document and defined policies and procedures.	Problem Solving	10
Agent summarized the interaction and the resolution.	Call Ending	10
Agent provided the interaction ticket number to the customer.	Call Ending	10
Agent asked the customer if there was anything else we could help with.	Call Ending	10
Agent ended the interaction with call closing and survey script.	Call Ending	10
Agent used positive wording and pleasant tone of voice	Soft Skills	10
Agent inform the customer before placing them on hold/ dead air.	Soft Skills	10
Agent communicated clearly with correct pronunciation and grammar.	Soft Skills	10
Agent matched the customer's pace and did not interrupt the caller.	Soft Skills	10
Was the agent Professional and Respectful?	Soft Skills	10
Agent logged the interaction in the ticketing system.	Ticket Summary	10
Agent used the correct classification in the ticketing system.	Ticket Summary	10
The interaction channel in the ticketing system was documented correctly.	Ticket Summary	10
Agent updated the ticket in a coherent manner with correct grammar to be understandable.	Ticket Summary	10
Agent assigned the ticket correctly.	Ticket Summary	10
Total	210