Spreadsheet: 110472d1307116301-concatenation-question-calibration
Sheet: 1

[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 | 2 |  | 2
5 |  | Voice presentation: Tone, Volume, Speed. Avoided silent lapses  and overuse of titles 'sir/ma'am') |  |  | a |  |  | 5
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 |  | 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 | a |  | 5 | 5
3 |  | Collect/verified name, address, email, phone (Confirm entire name, address, email, phone number) | a | a | a | 3 | 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 |  |  | 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 | a | a | 6 | 6 | 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
 |  |  | 85 | 83 | 85
Call 1 | Call 1 | Call 3
#N/A | Call 2
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Call 2
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Call 3
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Presentation Paced Apology too quick to  move to collect facts ---        Good to say please and thank you---   More probing indepth questions about the pacakge was the liner inside okay did he notice any openings., was it eaten with milk?   No product support.      Verbatim was missing these facts:  It was like it was moist inside       At least of half of the pkg was like that wasn't going to use it after that.      The call concluded on a positive note.
 | Presentation Paced Apology too quick to  move to collect facts ---        Good to say please and thank you---   More probing indepth questions about the pacakge was the liner inside okay did he notice any openings., was it eaten with milk?   No product support.      Verbatim was missing these facts:  It was like it was moist inside       At least of half of the pkg was like that wasn't going to use it after that.      The call concluded on a positive note.
Cut to chase to collect the UPC (also explain where to find the UPC)  instead of taking time to ask what she enjoyed about the soup & the vegetables.  what did she think of the flavor, the taste, etc..   (Ex:  I'm glad you enjoy it how nice of you to call.. what did you like the best...  When asked if it was a good seller --- insetad of saying.. we don't have that information.   (More positive to say - I believe it is a popular soup) Take more time to clarify what the consumer saying  (at one point the consumer said.....hello..... to be sure [NAME] was listening to what she said about the sodium.  Pass on your information about the soup  I will pass that on. .....   (state what is being passed on...... I will let them know how much you enjoy the soup and that if possible you would prefer even less sodium.)  VERBATIM??? It woudl have been a good idea to also add the info about Campbell's heart issue added to the verbatim...
 | Cut to chase to collect the UPC (also explain where to find the UPC)  instead of taking time to ask what she enjoyed about the soup & the vegetables.  what did she think of the flavor, the taste, etc..   (Ex:  I'm glad you enjoy it how nice of you to call.. what did you like the best...  When asked if it was a good seller --- insetad of saying.. we don't have that information.   (More positive to say - I believe it is a popular soup) Take more time to clarify what the consumer saying  (at one point the consumer said.....hello..... to be sure [NAME] was listening to what she said about the sodium.  Pass on your information about the soup  I will pass that on. .....   (state what is being passed on...... I will let them know how much you enjoy the soup and that if possible you would prefer even less sodium.)  VERBATIM??? It woudl have been a good idea to also add the info about Campbell's heart issue added to the verbatim...
Voice presentation-  There was a period of dead air and then you could hear coughing or sneezing in the background.  We understand that these things happen, but we always want to make sure we excuse ourselves. [NAME]Customer asked if we have a mailing list for coupons and this information was not included in the verbatim. Technical- Customer SAT survey not offered.  The UPC was also collected but not used.
 | Voice presentation-  There was a period of dead air and then you could hear coughing or sneezing in the background.  We understand that these things happen, but we always want to make sure we excuse ourselves. [NAME]Customer asked if we have a mailing list for coupons and this information was not included in the verbatim. Technical- Customer SAT survey not offered.  The UPC was also collected but not used.