Tech Voice Monitoring 1.

0
Process
Call Opening was enthusiastic and courteous Yes / No / NA
Call Opeining included company name Yes / No / NA
Call Opening included agent introduction Yes / No / NA
Agent asked/verified the customer ID Yes / No / NA
*Call Opening was appropriate Yes / No / NA
Verified First and last Name Yes / No / NA
Verified Phone No. Yes / No / NA
Verified E-mail Address Yes / No / NA
Verified/Set PIQ Yes / No / NA
*Verified Customer's Information Yes / No / NA
Probed Appropriately Yes / No / NA
Praraphrased the issue Yes / No / NA
Recreated the issue Yes / No / NA
*Issue identification process was appropriate Yes / No / NA
*CaseID provided before starting to troubleshoot Yes / No / NA
Initial Action Plan was provided Yes / No / NA
Rescource Expectation was set(if applicable) Yes / No / NA
Time Expectation was set(Approx.) Yes / No / NA
*Appropriate expectations were set Yes / No / NA
Grammar Was Appropriate(voice) Yes / No / NA
Grammar Was Appropriate(Chat) Yes / No / NA
Customer did not have to repeat himself Yes / No / NA
Customer did not have to ask the agent to repeat Yes / No / NA
*Communication was Appropriate Yes / No / NA
*Conf. with third party was initiated(If Required) Yes / No / NA
Troubleshooting Documented(Action Result Format) Yes / No / NA
Device Info Tab Updated Yes / No / NA
Disclaimers Documented(When Given On Call) Yes / No / NA
All critical information Documented if Provided) Yes / No / NA
Documented all Troubleshooting Steps Yes / No / NA
No Fake Documentation Yes / No / NA
Documented Action Plan Given To the customer(ifany Yes / No / NA
Appropriate CCD Selected Yes / No / NA
Appropriate Disposition Yes / No / NA
*Appropriate Case Documentation Yes / No / NA
Reverted all the settings Yes / No / NA
Summerized the call Yes / No / NA
Call Closing was enthusiastic and courteous Yes / No / NA
Used the prescribed closing script Yes / No / NA
*Appropriate Call Closing Yes / No / NA
Pitched for Renewal Yes / No / NA
Pitched for Add-On Yes / No / NA
 *Pitched for renewal/Add-On Yes / No / NA
Issue was appropriately documented Yes / No / NA
Summary Appropriately Documented Yes / No / NA
No Spelling Mistakes Yes / No / NA
No Grammatical Mistakes Yes / No / NA
*Appropriate E-mail was sent Yes / No / NA
Troubleshooting
Appropriate Keyword used for search Yes / No / NA
Appropriate Solution ID Used Yes / No / NA
*KB Appropriately used Yes / No / NA
*Appropriate education provided Yes / No / NA
Tried to recreate the issue Yes / No / NA
Customer Confirmed the resolution Yes / No / NA
*Verified the Resolution Yes / No / NA
*Escalated the cases when required Yes / No / NA
Remote Session initiated within acceptable time. Yes / No / NA
Steps were not repeated Unnecessarily Yes / No / NA
Steps were performed within acceptable time. Yes / No / NA
*Troubleshooting was efficient Yes / No / NA
Zero Tolerance
Troubleshooting Performed was Linear and Logial Yes / No / NA
No Silver Bullet was used Yes / No / NA
Work around was not given Yes / No / NA
Used PC Recovery(before get do something) Yes / No / NA
*Approriate troubleshooting was followed Yes / No / NA
Did not make any Disparaging remarks Yes / No / NA
Agent was not rude on the call Yes / No / NA
Did not indulge in conversation with anyone Yes / No / NA
*Showed professionalism throughout the call Yes / No / NA
Disclaimer Before entering BIOS Yes / No / NA
Disclaimer for registry changes Yes / No / NA
Disclaimer for Browser Optimization Yes / No / NA
Disclaimer for OS installation/Reinstallation Yes / No / NA
Disclaimer for Ssystem restore Yes / No / NA
Disclaimer for Resizing the Secure Area(PCR) Yes / No / NA
Disclaimer for snapshot restore(PCR) Yes / No / NA
*Provided appropriate disclaimers Yes / No / NA
Registry Backup Taken before Registry changes Yes / No / NA
Sytem Restore Point-before uninstalling Programs Yes / No / NA
System Restore Point-running anti-virus/spyware Yes / No / NA
System restore point-unauthorized tool usage Yes / No / NA
Recommend Backup-formating hard drive Yes / No / NA
*Took Precautionary measures Yes / No / NA
Created case/s for all issues Yes / No / NA
Documented the case Yes / No / NA
 *Created and Logged the case Yes / No / NA
*Callback attempted(disconnected call) Yes / No / NA
*No Indian/Regional Language was used on the call Yes / No / NA
Documented permission for escalation was taken Yes / No / NA
Alternate Phone No. was taken Yes / No / NA
Appropriate Time Frame/Time Zone was taken Yes / No / NA
Escalation Tracker was updated appropriately Yes / No / NA
Escalation Template was updated appropriately Yes / No / NA
*Escalation Process was followed Yes / No / NA
*Did not try to avoid call/Session Yes / No / NA
*Only Authorized tools were used for t/s Yes / No / NA
*Followed iYogi’s Privacy Policy Yes / No / NA
Is Support Dock Installed on the computer? Yes / No / NA
Is Support Dock Installed on the computer? = "No"
*Checked basic system requirements for SD Yes / No / NA
*Installed Support Dock(Zero Tolerance) Yes / No / NA
*Followed Support Dock Installation Process(ZeroT) Yes / No / NA
*Created Seperate SD Case Yes / No / NA
Documented the System configuration Yes / No / NA
Documented sequence of SD component installation Yes / No / NA
Disposed the case Appropriately Yes / No / NA
*SD Case Was Handled Appropriately. Yes / No / NA
*Educated the customer about all SD components Yes / No / NA
*What was the SD Case Disposition? Yes / No / NA
Is Support Dock Installed on the computer? = "Yes"
Used Live help Yes / No / NA
Used Optimize Yes / No / NA
Used Homenet Manager Yes / No / NA
Used McAfee Yes / No / NA
Used PC Recovery Yes / No / NA
*Used Support Dock Components where ever possible Yes / No / NA
*Permission taken from FTL/PS before using PCR Yes / No / NA
Total Call Time(All Voice+All Remote) (in minutes) Yes / No / NA