Spreadsheet: 176639d1346049866-call-centre-quality-assurance-assessment-tool-calculating-scores-by-selecting-yes-or-no-draft-1
Sheet: Sheet1

 | Competencies | Weighting |  | Call 1 | Call 2 | Call 3 | Call 4 | Call 5 | Call 6 | Call 7 | Call 8
 | Did the agent [NAME] themselves and the company | 0.02
 | Did the agent inform the customer of the reason for the call? | 0.02
 | Did the agent make mention of the item to be delivered and which customer it is for? | 0.02
 | Did the agent do a security check by confirming customer's name and DOB? | 0.04 | AUTO ZERO
 | Did the agent return the callback within the agreed time? | 0.04 | AUTO ZERO
 | Did the agent apologize for the missed appointment and explain the reason for non-delivery or enquire the reason for non-delivery? (Applicable for rebooking) | 0.05
 | APPOINTMENT BOOKING |  |  |  |  |  |  |  |  |  |  |  |  |  | Yes
 | Did the agent confirm the delivery address with the customer with the use of phonetics (Phonetics only applicable where the agent confirms spelling)? | 0.03 |  |  |  |  |  |  |  |  |  |  |  |  | No
 | Did the agent confirm the Town/Suburb and Province? | 0.03 |  |  |  |  |  |  |  |  |  |  |  |  | N/A
 | Did the agent confirm contact numbers on which the customer can be contacted upon delivery? | 0.03
 | Did the agent confirm whether there any special instructions for the driver and advise thew customer thatt the driver will be call 15 minutes prior to delivery? | 0.03
 | Did the agent confirm the delivery date and time/period of delivery app with the customer and obtain? | 0.04 | AUTO ZERO
 | Did the consultant obtain consent from the customer for the suggested delivery date and time? | 0.03
 | DATA INTEGRITY
 | Did the agent capture delivery details correctly on system? | 0.04 | AUTO ZERO
 | Did the agent make use of Route Planner / VEZA when confirming the appointment? | 0.04 | AUTO ZERO
 | Did the agent capture special instructions and contact details correctly on system? (This includes capturing a call back and following up) | 0.04 | AUTO ZERO
 | FICA DOCS
 | Did the agent confirm requirements for Copy of ID (A Green SA Bar-coded ID Document. A copy Must be clear, the eyes , nose and mouth and chin must be visible) | 0.04 | AUTO ZERO
 | Did the agent advise on requirements for [NAME] of residence (should not be older than 3 months, posted to residential address, which should include street suburb and postal code  , It can be Eg: retail account,statement, telephone statement) | 0.04 | AUTO ZERO
 | Did the consultant advise the customer to have their green bar coded ID for ID verification | 0.04 | AUTO ZERO
 | Did the agent advise the parcel holder that the Initials and Surname must correspond between the POR and Copy of ID | 0.04 | AUTO ZERO
 | Did the agent confirm with the customer what POR they intend on providing? (This is to ascertain whether it is acceptable) NB POR from the customer is not acceptable | 0.04 | AUTO ZERO
 | Explain procedure when delivering to third party. Both copies of id (customer and person signing for the parcel) the copy should be clear to see eyes nose mouth and chin and an authorisation letter from the customer | 0.04 | AUTO ZERO
 | customer OBJECTIONS (OBJECTION HANDLING)
 | Did the agent ask the customer questions to probe for information? | 0.02
 | Has the consultant confirmed all facts by paraphrasing the information provided by the customer? | 0.03
 | Did the agent advise the customer on the correct process to follow to resolve the issue? (Offering solutions) | 0.04 | AUTO ZERO
 | SOFT SKILLS
 | Did the agent refer to the customer by name at least 2-4 times? (Eg. Mr Band / Mrs Band) - 1st name only allowed on request from the customer | 0.01
 | Was the agent polite when putting the customer on hold and was the customer explained why they are putting the customer on hold? Did the agent thank the customer upon returning to the call (customer should be put on hold) | 0.02
 | Did the agent acknowledge the information provided by the customer? (I understand, Certainly… - Listening) | 0.03
 | Did the agent avoid dead air? Absolute silence without placing a customer on hold should not last for more than 5 seconds | 0.02
 | Did the agent listen to the customer and not talk over the customer? | 0.02
 | Did the agent avoid internal jargon? | 0.02
 | Did the agent revert to a language, other than English, without the customer requesting or giving permission to do? | 0.02
 | CLOSING
 | Did the agent summarise the call with the relevant detail????? (Once the caller has agreed to delivery. Explain the steps that will be taken and repeat the address. Eg: Mr/Mrs..... We have agreed upon delivery of your …product (Mention customer) tomorrow being the (Date). Our driver will be at your work/home address (Mention address again) at (Time). | 0.02
 | Did the agent use the standard closing and wait for the customer to hang up before dropping the call? "Do you have any questions regarding the delivery?....Thank you for your time Mr/Mrs/Miss Bank… Good bye" | 0.01
 | Results