Spreadsheet: 110472d1307116301-concatenation-question-calibration
Sheet: 2

[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
#N/A | Call 3
#N/A
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Call 2
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Call 3
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#N/A
Voice presentation-  Voice tone was too playful and unprofessional.  Certain phrases that were used were too long, drawn out and repetitive. Supplying information-  Did not use a statement supporting the integrity of the product letting the customer know that this was not up to our quality standards. Empathy/Acknowledgement/Apology-  Did not set appropriate expectations with customer letting him know the reason why we were asking questions and that the information will be passed to our product team. [NAME]  There was one spelling error and one error involving grammer in the verbatim.
 | Voice presentation-  Voice tone was too playful and unprofessional.  Certain phrases that were used were too long, drawn out and repetitive. Supplying information-  Did not use a statement supporting the integrity of the product letting the customer know that this was not up to our quality standards. Empathy/Acknowledgement/Apology-  Did not set appropriate expectations with customer letting him know the reason why we were asking questions and that the information will be passed to our product team. [NAME]  There was one spelling error and one error involving grammer in the verbatim.
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