Spreadsheet: 110472d1307116301-concatenation-question-calibration
Sheet: 4

[NAME] | Call 3 |  | [NAME]
Pts | Attribute | Definition | Call 1 | Call 2 | Call 3 | 1 | 2 | 3
2 | TELEPHONE ETIQUETTE | Opening - Identified company, self, offered assistance (Attentive, interested and ready to take the call) | a | a | a | 2 | 2 | 2
5 |  | Voice presentation: Tone, Volume, Speed. Avoided silent lapses  and overuse of titles 'sir/ma'am')
2 |  | Avoided terminology, slang. No business terms like agglomerate, slow computer, pulling it up, etc. | a | a | a | 2 | 2 | 2
2 |  | Conducted HOLD or TRANSFER properly (used hold option when necessary) | a | a | a | 2 | 2 | 2
2 |  | Concluded call appropriately/Thanked consumer | a | a | a | 2 | 2 | 2
5 | DEMONSTRATING AWARENESS | Listened to and clarified situation (Repeat what you heard to be sure you understand) | a | a | a | 5 | 5 | 5
5 |  | Empathy/Acknowledgement/Apology (Always acknowledge help and/or apologize before proceeding) | a | a | a | 5 | 5 | 5
3 |  | Didn't Interjected prematurely/assumed (didn't talk over/or guess reason for call) | a | a | a | 3 | 3 | 3
5 | SEEKING INFORMATION | Introduced and used appropriate, sufficient probes (Intermittently, used please and thank you) |  |  | a |  |  | 5
3 |  | Collect/verified name, address, email, phone (Confirm entire name, address, email, phone number) | a |  | a | 3 |  | 3
Fatal | AUTOMATIC ZERO | Call not documented in system
Fatal |  | Hang up
Fatal |  | Rude/Argumentative (Do not dispute or express misgivings w/consumer)
5 | CONTROL | Focused Call Subject/Avoided sidetrack (stay away from small talk & personal opinions) | a | a |  | 5 | 5
5 | SUPPLYING INFORMATION | Gave clear, correct information, supported Product/Promo Integrity (use General Reference) |  | a | a |  | 5 | 5
5 |  | Educated consumer, offered solution. Explained when adjustment could be expected. | a | a | a | 5 | 5 | 5
5 | TECHNICAL | Accurately captured Brand/UPC (identify the product after it is entered to  be sure it is correct) | a | a | a | 5 | 5 | 5
5 |  | Accurately captured code date/plant information (evaluate  date & clarify discrepancies) | a | a | a | 5 | 5 | 5
6 |  | Verbatim (complete, accurate, detailed, in consumer's words) History (updated actions, expectations, outcome) |  | a |  |  | 6
2 |  | Avoided grammatical errors in Verbatim/History (use spell check, end thoughts with periods/question marks) | a | a | a | 2 | 2 | 2
5 |  | Used appropriate reason, subreason, specific, subspecific (refer to specific definitions when in doubt) | a | a | a | 5 | 5 | 5
2 |  | Accurately completed sample area | a | a | a | 2 | 2 | 2
2 |  | Accurately captured purchase information (store/location/type and quantity purchased) | a | a | a | 2 | 2 | 2
10 |  | Action: Questionnaires/Notifications- Promised Adjustments/Enclosures selected-Illness/Injury field correct | a |  | a | 10 |  | 10
5 |  | Selected appropriate letter (read the letter to be it is fitting for the situation) | a | a | a | 5 | 5 | 5
3 |  | Selected appropriate enclosures (limit to 1 packet & up to 5 single pages) | a | a | a | 3 | 3 | 3
3 |  | Selected appropriate refund/coupons (product certificates/refund coordinate with letter and situation) | a | a | a | 3 | 3 | 3
3 |  | Accurately completed address screen (validated & entered in accord w/procedure guidelines) | a | a | a | 3 | 3 | 3
 |  |  | Below | Below | Below
 |  |  | 79 | 77 | 84
Call 1 | Call 1 | Call 3
#N/A | Call 2
#N/A | Call 3
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
Call 2
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
Call 3
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
 | Be sure with the apology to support the integrity of the product by explaining this is not the quality we would expect from our product. Commented after consumer gave the UPC code; okay, let me get that in here.  While it's great you are using convesatio
 | Be sure you are acknowledging consumer statements; this consumer had a lot to say and at one point felt as though you were listening and said 'Hello'.  It is okay to tell the consumer that you are going to make a report letting our team know how much you
 | It was nice that you acknowledge how much she likes our products and the help that BC has given schools with BTFE program.  A couple things that extended the call length that could have been avoided were asking for a UPC Code since this was going to be co