Spreadsheet: 72474d1273157525-if-and-then-statements-test
Sheet: TEST

 |  | Date: |  |  |  | Ticket number: |  |  |  |  | Total Score: | 0.6799999999999999
 |  | Representative: |  |  |  | Product:
 |  | Evaluator: |  |  |  | Queue:
 | A. Policies and Procedures |  |  |  |  |  |  |  | N |  | Yes / No / NA |  |  |  |  |  |  |  |  | Y
 | 1 . | Did the agent answer call by identifying Product and Function |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  |  |  | N
 | 2 . | Did the agent verify the identity of the caller? |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  |  |  | N/A
 | 3 . | Security Verification |  |  |  |  |  |  | Y
 | 4 . | If Caller requests account closure does Agent determine the reason and provide an incentive if appropriate? |  |  |  |  |  |  | Y
 | 5 . | Did the agent promote our web based support help page? |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  | P001 Protus Tech Suppt |  | A
 | 6 . | Did the agent close the call appropriately? |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  | P002 Telus Tech Suppt |  | I
 | 7 . | Did the agent follow all requirements related for RS team escalations? |  |  |  |  |  |  | Y
 | 8 . | Did the agent manage the Hold Process? |  |  |  |  |  |  | Y
 | 9 . | Ensure a ticket has been created and that its content is relevant and clear. |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  |  |  | Y
 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | P005 MyFax Support |  | N
 |  |  |  |  |  |  |  | Section Score | 0 |  |  |  |  |  |  |  |  | P014 UK MyFax Support
 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | P017 My1Voice Support
 | B. Technical and Troubleshooting |  |  |  |  |  |  |  | Y |  | Yes / No / NA |  |  |  |  |  |  | P021 Camp Support
 | 1 . | Narrow the Call Scope |  |  |  |  |  |  | Y
 | 2 . | Did the agent acknowledge/paraphrase the issue/request back to caller? |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  |  |  | Y
 | 3 . | Thoroughly investigate customer issues by fulfilling and staying within the scope of support. |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  |  |  | N
 | 4 . | Did the agent demonstrate the appropriate level of product knowledge? |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  |  |  | N/A
 | 5 . | Explain and Educate the Customer on what and why we followed specific steps to resolve their issue? |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  | P003 Tier 2 Billing
 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | P006 Tier 1 Billing
 |  |  |  |  |  |  |  | Section Score | 1 |  |  |  |  |  |  |  |  | P012 Telus Billing
 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | P015 UK MyFax Billing
 | [NAME] |  |  |  |  |  |  |  | Y |  | Yes / No / NA |  |  |  |  |  |  | P018 My1Voice Billing |  | Y
 | 1 . | Actively listened to the customer? |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  |  |  | N
 | 2 . | Was there one or more period of excessive Dead Air during the call? |  |  |  |  |  |  | N |  |  |  |  |  |  |  |  |  |  | N/A
 | 3 . | Did the agent summarize the solution or next steps to the caller prior to ending the call? |  |  |  |  |  |  | Y
 | 4 . | Did the agent de-escalate appropriately? |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  |  |  | A
 | 5 . | Did the agent clearly enunciate, have appropriate audible level and tone of voice for the call? |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  |  |  | I
 | 6 . | Was the agent argumentative at anytime during the call? |  |  |  |  |  |  | N
 | 7 . | Did the agent rush the caller? |  |  |  |  |  |  | N
 | 8 . | Did the agent use jargon? |  |  |  |  |  |  | N
 | 9 . | Did the agent use slang language? |  |  |  |  |  |  | N
 | 10 . | Did the agent at any time use restricted language during the call? |  |  |  |  |  |  | N
 | 11 . | Did the agent Address the Customers Concerns or Objections/Display Empathy? |  |  |  |  |  |  | Y
 |  |  |  |  |  |  |  | Section Score | 1
 | D. Problem Resolution |  |  |  |  |  |  |  | Y |  | Yes / No / NA
 | 1 . | Would you rate this call as a positive customer experience for the caller? |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  |  |  | ME
 | 2 . | Did the agent resolve the callers issue/request? |  |  |  |  |  |  | Y |  |  |  |  |  |  |  |  |  |  | CO
 |  |  |  |  |  |  |  | Section Score | 1
 | Automatic Zero |  |  |  |  |  |  |  |  |  | Yes / No / NA
 | 1 . | Did an event occur on the call to warrant a score of 0? |  |  |  |  |  |  | N
 | Comments: