Spreadsheet: 754585d1636351864-how-does-list-selection-changes-value-quality-assesment
Sheet: Quality Assesment

Quality assesment form |  | %
1. [NAME] and spelling | Punctuation is correct
 | Spelling is correct
 | Style and formatting is correct
2. Soft skills | Used the customer's name
 | Used friendly, welcoming tone
 | Used appropriate closing
3. Empathy, etiquet & engagement | Apologised where needed
 | Expressed empathy and understanding
 | Appropriately thanked for information
 | Avoided long silence gaps
 | Showed active listening, engaged
4. Product knowledge | Issue identified correctly
 | Provided accurate explanation
 | Set expectations, advised the next step
 | Logged and processed correctly
5. Effectiveness | Customer Identified correctly
 | Response / provided information was helpful
 | Was not relevant to this situation
Contact summary quality score:
 | Punctuation is correct | 2
 | Minor punctuation errors were made | 1
 | Notable punctuation errors are present | 0
 | Spelling is correct | 5
 | Minor spelling errors were made | 3
 | Notable spelling errors are present | 0
 | Style and formatting is correct | 2
 | Minor style and formatting errors | 1
 | Major style and formatting errors | 0
 | Used the customer's name | 3
 | Rarely used the customer's name | 2
 | Customer's name was not used | 0
 | Used friendly, welcoming tone | 2
 | No attempt to welcome or engage | 1
 | Unfriendly, unwelcoming tone used | 0
 | Apologised where needed | 2
 | Was not relevant to this situation | 2
 | Did not apologise | 1
 | Failed to apologise where it was needed | 0
 | Expressed empathy and understanding | 2
 | Was not relevant to this situation | 2
 | Has not engaged emotionally | 1
 | Ignored customer's dissatisfaction | 0
 | Used appropriate closing | 2
 | Closing could be improved | 1
 | Did not close the conversation | 0
 | Appropriately thanked for information | 2
 | Was not relevant to this situation | 2
 | Partially thanked the customer | 1
 | Not thanked where it was expected | 0
 | Showed active listening, engaged | 2
 | Was not relevant to this situation | 2
 | Partially engaged in the conversation | 1
 | Failed to engage, lacked attention | 0
 | Issue identified correctly | 15
 | Was not relevant to this situation | 15
 | Issue partially identified | 7
 | Failed to identify the issue | 0
 | Provided accurate explanation | 10
 | Was not relevant to this situation | 10
 | Provided partial explanation | 5
 | Was not able to advise the customer | 0
 | Avoided long silence gaps | 2
 | Was not relevant to this situation | 2
 | Excessive silence gaps | 0
 | Set expectations, advised the next step | 5
 | Was not relevant to this situation | 5
 | Partially set expectations | 3
 | Failed to set expectation or advise correctly | 0
 | Logged and processed correctly | 11
 | Was not relevant to this situation | 11
 | Partially logged and processed | 6
 | Incorrectly logged processed or routed | 0
 | Customer Identified correctly | 15
 | Was not relevant to this situation | 15
 | Authentication process requires improvement | 7
 | Failed Authentication | 0
 | Response / provided information was helpful | 5
 | Was not relevant to this situation | 5
 | Response was partially helpful | 3
 | Response was incorrect or not helpful | 0
 | Taken steps will lead to resolution | 13
 | Was not relevant to this situation | 13
 | Taken steps require improvement | 6
 | Incorrect steps taken | 0