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QualityCare Session Assessment
Report Date/Time: Tuesday, September 14, 2010 11:44:07 PM CDT Session ID: 468941 Save this report to your hard drive!
Client: Sprint Session Date: Sep 14, 2010 Campaign: Inbound Analyst: Serrano, Rhyan Agency: Stream Site: Makati
- Calls Monitored: 1
- of Contacts: 1 % Contacts to Calls: 100.00%
- of Callbacks: 0 % Callbacks to Calls: 0.00%
- of Sales: 0 % Sales to Contacts: 0.00%
- of Auto Fails: 0 % Auto Fail to Contacts: 0.00%
Session Type: Pre-recorded Reason for calling (Existing) (Replace/Upgrade Phone): 1
Account Type (Consumer): 1
Call Language (English): 1 Customer asked about 4G (No): 1 Customer Demeanor at end of call (Neutral): 1 Customer Demeanor at start of call (Neutral): 1 Customer Type (Existing Customer): 1 Date of recording (09/14/2010): 1 Enter DNIS (3963): 1 Length of Call (04:03): 1 Recommended agent for follow-up (No): 1 Recording ID # (205471859): 1 Resulted in Angry/Upset Customer (No): 1 Resulted in Customer Hang up (No): 1 Select program ((CX)-Care Transfer): 1
Evaluation Number in Session: 1 (Evaluation ID: 1364896) Agent Name: Dizon, Rodolfo
Question Rating Opportunity Defect % Defect
Agent uses CSM functions when needed? N/A N/A N/A N/A Agent offered Boost Mobile when appropriate N/A N/A N/A N/A Total for TPG KPIs N/A N/A N/A N/A
Call Opening Question Rating Opportunity Defect % Defect Prepared to communicate with customer Yes Opens calls with company greeting to express loyalty Yes - - - Verifies customer's identity Yes - - - Total for Call Opening - 3 0 0.00%
Fact Finding Question Rating Opportunity Defect % Defect Fact finds to uncover or confirm customer need Yes - - - Effectiveness of fact finding Meets - - - Conveys urgency to assist Meets - - - Matches solution to customer need Meets - - - Explains actions necessary to solve problem N/A N/A N/A N/A Gains customer's acceptance of solution process N/A N/A N/A N/A Correct response provided to customer question Yes - - - Answers customer questions appropriately Meets - - - Total for Fact Finding - 6 0 0.00%
Presents Offer Question Rating Opportunity Defect % Defect Presents offer to customer N/A N/A N/A N/A Provides reason to buy N/A N/A N/A N/A Uses benefit statements to create need N/A N/A N/A N/A Describes product accurately & concisely N/A N/A N/A N/A Total for Presents Offer N/A N/A N/A N/A
Alternate Offer Question Rating Opportunity Defect % Defect Presents alternate offer if appropriate N/A N/A N/A N/A Accessories offered N/A N/A N/A N/A TEP Offered N/A N/A N/A N/A Total for Alternate Offer N/A N/A N/A N/A
Objection Handling Question Rating Opportunity Defect % Defect Agent attempts to provide objection response N/A N/A N/A N/A Agent transitions appropriately to objection response N/A N/A N/A N/A Appropriate objection response used N/A N/A N/A N/A Agent transitions to re-direct & asks for sale/save N/A N/A N/A N/A Total for Objection Handling N/A N/A N/A N/A
Call Protocol Question Rating Opportunity Defect % Defect Utilizes proper hold techniques N/A N/A N/A N/A Explains need & gains permission to utilize call hold N/A N/A N/A N/A Updates customer of status for extended hold times N/A N/A N/A N/A Utilizes proper call transfer protocol N/A N/A N/A N/A Explains need to transfer call for resolution N/A N/A N/A N/A Gains permission to transfer call N/A N/A N/A N/A Total for Call Protocol N/A N/A N/A N/A
Close/Wrap Up Question Rating Opportunity Defect % Defect Effectively & assumptively attempts to convert opportunity N/A N/A N/A N/A Secures required information N/A N/A N/A N/A Agent identifies network coverage for Prospective customers or Existing customers (when applicable) N/A N/A N/A Was an email address requested or updated? N/A N/A N/A N/A Discloses product provision and disclaimer details to customer N/A N/A N/A N/A Conveys post call next step to manage customer expectation N/A N/A N/A N/A Agent schedules callbacks/reschedules appropriately N/A N/A N/A N/A Thanks customer to promote brand/foster goodwill Yes - - - Total for Close/Wrap Up - 1 0 0.00%
Communication Question Rating Opportunity Defect % Defect Builds rapport by engaging customer Meets - - - Confident, shows product conviction Meets - - - Maintains call control to guide conversation Meets - - - Uses active listening skills -- does not speak over customer Meets - - - Displays brand loyalty via customer assistance/direction N/A N/A N/A N/A Articulates clearly using professional language Yes - - - Proper enunciation without language barrier Meets - - - Conveys interest & empathy to customer situation Meets - - - Total for Communication - 7 0 0.00%
Compliance/Requirements Question Rating Opportunity Defect % Defect Was the agent rude, abusive, displaying a bad attitude or discourteous? No - - - Did the agent conduct a credit check without gaining verbal agreement and authorization from the caller? No - - - Did the agent fail to follow the correct authorization process for an existing customer? No - - - Did the agent try to sell via a trial period? No - - - Did the agent encourage false churn? No - - - Did the agent strand the caller by leaving them on hold for 5 mins or more without coming back to the line? No - - - Did the agent unnecessarily delay or fail to release the call upon transferring the call? No - - - Did the agent misuse Closing Tools and offer these in any manner not permitted by Sprint policies? No - - - Did the Agent fail to disclose and gain customer approval of renewal of contract/new contract term as well as early termination fees? N/A N/A Did the agent commit cramming on a customer account? N/A N/A N/A N/A Did the agent commit slamming on a customer account? N/A N/A N/A N/A Did the agent misuse Web exclusive pricing match/offer in any manner not permitted by Sprint policies? No - - - Total for Compliance/Requirements - 9 0 0.00%
Total for Call - 26 0 0.00% --------------------------------------------------------------------------------
Select program: (CX)-Care Transfer Enter DNIS: 3963 Date of recording: 09/14/2010 Recording ID #: 205471859 Length of Call: 04:03 Call Language: English Account Type: Consumer Customer Demeanor at start of call: Neutral Customer Demeanor at end of call: Neutral Resulted in Customer Hang up: No Resulted in Angry/Upset Customer: No Recommended agent for follow-up: No Customer Type: Existing Customer Reason for calling (Existing): Replace/Upgrade Phone Customer asked about 4G: No
Customer called in to possibly upgrade and change his plan to the $69.99. He said that he is not yet eligible till December 1st. The agent verified the customer's account. The agent explained that the earliest date that we can upgrade his line would be 14 days before the upgrade eligibility date. The customer understood. He asked if he still wants to change his plan, not yet. The agent thanked and closed the call.
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