Home
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.
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.