Greeting
Greeting (Used the correct greeting, introduced yourself and started greeting within 3seconds)
*
Please Select
Yes
No
N/A
Verified Customer's Information (Full name, phone number, community name, and address) (Update if needed for AW)
*
Please Select
Yes
No
N/A
Greeting Feedback
Interaction
Acknowledged Customer's Issue (Confirm you understood the customer's issue)
*
Please Select
Yes
No
N/A
Asked probing questions (position of the machines, which laundry room, specific problem)
*
Please Select
Yes
No
N/A
Was the correct process followed? (EX. Was the Sales department contacted before submitting a Pardot Lead?) Incorrect Disposition Code (10 points)
Please Select
Yes
No
N/A
Were correct notes entered (Entered clear and detailed notes)
*
Please Select
Yes
No
N/A
Interaction Feedback
*
Customer Experience
Was the Communication Clear - Did you address the caller by their name or Sir/Ma'am throughout the call, Avoid interrupting the customer, avoid repetition, was the agent courteous?
*
Please Select
Yes
No
N/A
Did the call present excessive "dead air" (Anything over 45+secs is dead air)
*
Please Select
Yes
No
N/A
Showed Empathy (apologizing for the inconvenience, or for the customer's frustration)
*
Please Select
Yes
No
N/A
Customer Service Feedback
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Closing
Properly summarized the call (recapped with the customer, offered confirmation number AW Only, offered any additional assistance AW Only, asked if any other machine need to be reported, and thanked the customer for calling)
*
Please Select
Yes
No
N/A
Did the agent offer Self Service information? (If applicable)
*
Please Select
Yes
No
N/A
Branding? "Thank you for choosing CSC ServiceWorks"
*
Please Select
Yes
No
N/A
Did the agent use the proper disposition coding?
*
Please Select
Yes
No
N/A
Closing Feedback
Should be Empty: