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    CharlieRosetta
    CharlieRosetta
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    Post by CharlieRosetta Thu May 08, 2014 11:45 am

    Q:           How are calls chosen?

    A:            Randomly.


    Q:           Are we marked down if the caller interrupts the opening and jumps to the issue?

    A:            If the opening spiel is interrupted, it is an N/A, however later we need to get back to the verification of the user’s information.


    Q:           What if the user provides a case number, shall we still verify everything?

    A:            Yes. But it is ok to say: “So this is the case number you provided, so your name is XY and you are calling from CCC Company, right?...”


    Q:           Are escalated calls evaluated?

    A:            Not yet.


    Q:           How are 0% calls counted?

    A:            As 0, so they bring down the average quite a lot.


    Q:           What should we use: “solution provided” or “solved”?

    A:            Depends on the case. If you feel a solution was provided, chose “solved”. If not 100%, “solution suggested” is also good. Do not use “pending customer response” if you suggested a solution.


    If you have any questions, let Zach or Radka know.

      Current date/time is Thu Feb 09, 2023 8:45 am