Spreadsheet: 110358d1307040538-concatenation-question-calibration-question
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
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Call 2
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Call 3
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 | You asked for the UPC...twice...I think you also asked about a damaged package twice - stay focused. Tone:  Too many "alright" - try thank you in it's place.    Did they notice it right out of the box, or at another time?   Remember during your apology
 | Boring opening, smile, be happy to take the call.   Integrity -  She asks if this is a good seller and you tell her we don't really have one that is better selling.  You could have stated "It is a really good soup, and I'm really glad you called so I can
 | Good acknowledgement of her comments.  You start your probing by getting a UPC code from a product.   Control - Asking if there were any other comments, she gave you a bunch, it was a good time to ask for name and address at this point and tell her you w