Customer Care Agent Call Quality Evaluation

Agent: Michelle Muhammad Skill: LIVEOPS Account #: 7928268 Call Date: 8/17/20
Supervisor: LIVEOPS Manager: LiveOps Manager Customer: DAVID BUDWAY Call Time: 5:14 PM
QIR #: 11007 Call Length: 5 - 7 minutes
Customer Type: Non_Costco Call Type: Delivery – Missed Monitor Date: 8/18/20

Total Score: 77.5 Educated

Customer? N/A Call Reason: Call came in after 5 pm delivery had not happened as of yet.

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 DNM 0 10
5. Summarization Meets 5 5
Comments:

Michelle gives a good opening for this call. She also verified the address and account name in full. Client Feedback: Please advise the associate to use a full closing on her calls, offer additional assistance,
thank them for their business and brand the end. Please also remind her to always give a good help statement and use Empathy as needed on her call.

Service Skills – How do I say it?

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

Michelle avoided any awkward silence on the call, used the name throughout the whole call and has a very helpful tone.

Operational Skills – What do I do?

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

Comments:

Michelle scheduled another delivery for the next business day for the customer. Client Feedback: Please advise the associate to put in for a service escalation task, on missed deliveries Per the Missed
Delivery Guidelines. Please also remind her to spell - verify the email on the account.

Operational Skills – How do I do it?

13. Notes/Documentation Exceeds 10 10
Comments:

The notes for this call are correct

Call Reporting Criteria

Immediate Coaching:

Client Feedback: Please advise the associate to put in for a service escalation task, on missed deliveries Per the Missed Delivery Guidelines. Please also remind her to spell - verify the email on the
account.

Action Required:

Critical: