Customer Care Agent Call Quality Evaluation

Agent: Linda Montgomery Skill: LIVEOPS Account #: 3547945 Call Date: 8/17/20
Supervisor: LIVEOPS Manager: LiveOps Manager Customer: SHARON SCHINZ Call Time: 10:03 AM
QIR #: 11007 Call Length: 7 - 10 minutes
Customer Type: Non_Costco Call Type: Delivery- Inquiry Monitor Date: 8/18/20

Total Score: 77.5 Educated

Customer? N/A Call Reason: Saw our truck today and we are not scheduled to be out until end of the month.

Strengths/Opportunities Score Points Earned Possible Points

Service Skills – What do I say?
1. Greeting Meets 2.5 2.5
2. Closing DNM 0 2.5
3. Authentication Meets 10 10
4. Assist/Express Empath/Assurance of Help Exceeds 10 10
5. Summarization Meets 5 5
Comments:

Linda has a good opening on her call, she also verifies the address and account name as well. Linda has a good help statement and used Empathy as needed. Client Feedback: Please advise the associate
to close all of her calls by offering additional assistance, thanking the customer for their business and branding.

Service Skills – How do I say it?

6. Ownership Meets 5 5
7. Call Control Meets 5 10
8. Active Listening Meets 5 5
9. Professional Word Choice Meets 5 10
10. Tone Exceeds 10 10
Comments:

Linda avoided any awkward silence, and used the name at least once in the call, she also had a helpful tone. Client Feedback: Please advise her not to use the term "driver", unless use "route sales
representative". Please also remind her to use the name in the call at least twice and try not to talk over the customer on the call.

Operational Skills – What do I do?

11. Call Resolution within Policies, Procedures and Guidelines. Meets 10 20

Comments:

Linda advised the customer her next delivery is for 8-31, per her schedule. Client Feedback: Please advise the associate to always verify the email on every account and also mention Water.com.

Operational Skills – How do I do it?

13. Notes/Documentation Exceeds 10 10
Comments:

The account is notated correctly for this call.

Call Reporting Criteria

Immediate Coaching:

Client Feedback: Please advise the associate to always verify the email on every account and also mention Water.com.

Action Required:

Critical: