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Transcript

CALLS

Start

what makes a good one?

what is expected from you as a CS agent

Weekly - 130 callsDaily – 26 calls

this is what you should be aiming for when taking calls

are you in the ra/ce

this is a call evaluation formmyself and your team leaders use this to evaluate your calls to ensure they are of the correct standard we would expect we mark you on numerous things...click on the icons to see in more detail

feedback

this is the form you will receive from me if I have evaluated one of your callsi will either pass this to your team leader and they will give this to you or, we will sit down together to look through it

what can we take from the call?how could we maybe improve for next time?do you have any gaps in your knowledge?

let's listen...

hit the play button to listen to a call then, tell me whether you believe this was classed as a good call

what makes a good call?

hit the play button to listen to a call then, tell me whether you believe this was classed as a good call

the call you just listened to was a really good example! here's why....

DPA questions were asked and confirmed

the agent left notes on the account

the agent was clear and concise with her answers

the caller was put on hold but for no longer than 3 minutes

the agent looked for open cases and checked these

the agent closed the call appropriately

what about this one...

hit the play button to listen to another call.do you think this would score highly when evaluated?

hit the play button to listen to a call then, tell me whether you believe this was classed as a good call

another good example! here's why....

notes were left on the account for the next agent to be able to look at for reference

the agent was clear when telling the customer why she wouldn't be able to discuss the account

the agent looked for open cases and checked these

DPA questions were asked and confirmed

the agent was well mannered throughout

hopefully this guide has been helpful and has also given you some insight as to what we are looking for as good quality calls

GOOD LUCK

the next section is the body of your callwe look for things such as, have you answered the customers question clearly/correctly, are you using "technical lingo" that the customer may not understand, or have you put the customer on hold for a long period of timenot all of these will be applicable to every call but again, we mark these as yes/no

did you have the correct tone? did you leave call notes on the account?that's the kind of things we are looking for here

for this secion we are looking at the introduction to your call using yes/no answers to mark itwe need to ensure that the correct data protection questions are both being asked and confirmed before you can help the customer with their query

i leave general notes and feedback from the call heremaybe the call was put on hold for 10 mins or i have general feedback on how i believe your call went

this will give us a breakdown of your scorethis also tells us if you passed or failed the DPA part of the call and what percentage out of 100 your call scored

this part is the close part of your call have you summarised what you are doing and did you set clear expectations?again, not all of these will be applicable to every call but the points that are, we mark these as yes/no