Updated as of 03/04/2013 CE Attributes Weight YWO Weight Issue Resolution Was the customer's issue/concern resolved/addressed to the full ability of the engineer? Auto-fail N/A Courtesy and Professionalism Did the engineer exhibit proper call handling techniques? Was the engineer courteous? Auto-fail N/A Listening Comprehension Did the engineer understand the question/concern presented to them? 25% 21% WHAT: Engi level. Was c HOW: Refra customer an WHEN: Thro WHY: Custo WHAT: Engi the customer HOW: Under to repeat sta Provided pro WHEN: Thro WHY: Custo WHAT: Engi that minimize HOW: Engin understood b along with th WHEN: Whe WHY: Custo
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Transcript
Updated as of 03/04/2013
CE Attributes WeightYWO
Weight
Issue Resolution
Was the customer's issue/concern
resolved/addressed to the full ability of the engineer?
Auto-fail N/A
Courtesy and Professionalism
Did the engineer exhibit proper call handling
techniques? Was the engineer courteous?
Auto-fail N/A
Listening Comprehension
Did the engineer understand the question/concern
presented to them?
25% 21%
WHAT: Engineer kept the conversation at a business / professional
level. Was courteous and respectful to the customer.
HOW: Refraining from assuming an air of superiority over the
customer and avoiding personal opinions or negative remarks
WHEN: Throughout the call
WHY: Customer satisfaction
WHAT: Engineer demonstrated active listening and was attentive to
the customer. Engineers ability to fully understand the concern.
HOW: Understood the customer with ease. Did not ask the customer
to repeat statements (unless they are inaudible or muffled).
Provided prompt verbal responses.
WHEN: Throughout the call
WHY: Customer satisfaction, AHT
Behavior Definitions
WHAT: Engineer provided a resolution and the necessary instructions
that minimized the possibility of a return call or escalation
HOW: Engineer's explanation about the resolution was clearly
understood by the customer. Engineer provided accurate information
along with the necessary details and ensured customer satisfaction
WHEN: When providing the resolution to the customer
WHY: Customer satisfaction, FCR
Message and Information
Was the message delivered by the engineer
understood?
25% 21%
Tone and Expressions
Did the engineer use the correct tone of voice, pacing and
volume to deliver the message? Could you hear the
engineer smile? (N/A for Email)
15% 13%
Language Structure
Was appropriate grammar / vernacular used?
15% 13%
WHAT: Engineer used correct grammar when communicating with
the customer and demonstrated proper usage of word order.
HOW: Engineer's grammar does not contradict the professional
language usage in business.
WHEN: Throughout the call
WHY: Customer satisfaction, AHT
WHAT: Engineer was easily understood and took care to speak at a
level appropriate for the customer's technical ability, refraining from
technical jargon.
HOW: Engineer assessed the customer's technical level
appropriately and used the most efficient language that matched the
customer's knowledge E.g. Avoiding acronyms, technical jargon
WHEN: Throughout the call especially during troubleshooting
providing solution and/or instructions
WHY: Customer satisfaction, AHT
WHAT: Engineer's inflection and tone demonstrated willingness to
help and used positive language.
HOW: Engineer maintained a pleasant sounding tone that conveyed
energy, sincerity, confidence, enthusiasm, and a positive attitude
throughout the call. Engineer used positive language and refrained
from using negative phrases like "I don't know or I cannot do it"
WHEN: Throughout the call
WHY: Customer satisfaction
Pronunciation
Did the engineer's accent not have a negative impact
on the communication process? (N/A for Email and
Chat)
10% 13%
Value Add
Did the engineer provide above the line
service/information that was beneficial for the
customer's profile?
10% 9%
WHAT: Engineer profiled the customer appropriately and went above
and beyond in fulfilling the customer's excitement needs. (e.g. A.I.M /
PS / Win back)
HOW: Engineer offered A.I.M. / Premium Service. Offered more than
what is expected and still ensuring compliance to requirements /
processes set by Service Delivery.
WHEN: At any part of the call.
WHY: FCR, Customer Satisfaction
WHAT: Engineer spoke with clear, distinct enunciation, correct
pronunciation and diction
HOW: Words were pronounced correctly. Engineer's diction was
clear and correct.
WHEN: Throughout the call
WHY: Customer satisfaction, AHT
WHAT: Engineer kept the conversation at a business / professional
level. Was courteous and respectful to the customer.
HOW: Refraining from assuming an air of superiority over the
customer and avoiding personal opinions or negative remarks
WHEN: Throughout the call
WHY: Customer satisfaction
~ Courteous behavior was observed throughout the call/transaction.
~ Maintained due professionalism.
~ Often provides instructions in a form of a request instead of a
command.
~ Engineer addressed the customer incorrectly once and apologized.
(e.g. Customer's name is John and engineer called him Jack.)
~ 1 instance of improper salutation and apologized. (e.g. The customer
was a man, but the engineer kept addressing him "ma'am")
~ Engineer asked permission before calling the customer by his/her
nickname.
WHAT: Engineer demonstrated active listening and was attentive to
the customer. Engineers ability to fully understand the concern.
HOW: Understood the customer with ease. Did not ask the customer
to repeat statements (unless they are inaudible or muffled).
Provided prompt verbal responses.
WHEN: Throughout the call
WHY: Customer satisfaction, AHT
~ Able to summarize/paraphrase the discussion as appropriate. Clarifies
or expands on the customer's request using his/her own words.
~ Engineer was an attentive good listener and did not ask the customer to
repeat information that was clearly stated previously in the conversation
Behavior Definitions YES
WHAT: Engineer provided a resolution and the necessary instructions
that minimized the possibility of a return call or escalation
HOW: Engineer's explanation about the resolution was clearly
understood by the customer. Engineer provided accurate information
along with the necessary details and ensured customer satisfaction
WHEN: When providing the resolution to the customer
WHY: Customer satisfaction, FCR
~ End to end resolution was provided to the customer's main concern/s.
~ Proper resolution was provided according to the requirements /
processes set by the Support Delivery.
~ Provided a resolution that was highly unlikely to result in a return call or
escalation from the customer.
~ Customer was too irate to offer win back options.
WHAT: Engineer used correct grammar when communicating with
the customer and demonstrated proper usage of word order.
HOW: Engineer's grammar does not contradict the professional
language usage in business.
WHEN: Throughout the call
WHY: Customer satisfaction, AHT
~ Engineer did not commit any grammar errors.
~ No noticeable grammar errors.
~ Proper vernacular was used throughout the call.
~ Choice of words and responses were always appropriate for the
conversation.
~ Sentence construction was always appropriate.
WHAT: Engineer was easily understood and took care to speak at a
level appropriate for the customer's technical ability, refraining from
technical jargon.
HOW: Engineer assessed the customer's technical level
appropriately and used the most efficient language that matched the
customer's knowledge E.g. Avoiding acronyms, technical jargon
WHEN: Throughout the call especially during troubleshooting
providing solution and/or instructions
WHY: Customer satisfaction, AHT
~ Engineer was proactive; anticipating the flow of the conversation.
~ Engineer was easily understood. Conversation did not create confusion
to the customer.
~ Flow of the conversation was seamless and not fragmented.
WHAT: Engineer's inflection and tone demonstrated willingness to
help and used positive language.
HOW: Engineer maintained a pleasant sounding tone that conveyed
energy, sincerity, confidence, enthusiasm, and a positive attitude
throughout the call. Engineer used positive language and refrained
from using negative phrases like "I don't know or I cannot do it"
WHEN: Throughout the call
WHY: Customer satisfaction
~ Engineer spoke with an appropriate conversational volume for the
customer.
~ Engineer sounded empathetic, enthusiastic, confident and always used
positive phrases
~ Engineer's speech gave the customer the impression that he/she is
completely certain about what he/she is offering while providing
information or instructions.
~ Effortless and smooth. Exhibits a high degree of fluency. Tone and
pitch are used not only to emphasize key words/phrases but also to
enhance the communication flow.
~ If volume is too soft due to an amplifier/phone line issue, there must be
a sustained effort from the engineer.
~ A 'smile' is always heard.
WHAT: Engineer profiled the customer appropriately and went above
and beyond in fulfilling the customer's excitement needs. (e.g. A.I.M /
PS / Win back)
HOW: Engineer offered A.I.M. / Premium Service. Offered more than
what is expected and still ensuring compliance to requirements /
processes set by Service Delivery.
WHEN: At any part of the call.
WHY: FCR, Customer Satisfaction
~ Value add was provided.
~ Information/service was understood by the customer and proved to be
beneficial and made no negative impact to the transaction.
~ Upsolving, if any, was properly placed.
~ Above and beyond service was provided, ensuring customer
satisfaction
~ Turned customer's previous bad experience around.
~ Customer was irate but the engineer still managed to offer win-back
options without aggrevating the customer even more.
~ Ensuring FCR
Some examples of Value Add:
1. AIM
2. Offering a Premium Service though not required.
3. Offering S2Q.
4. Offering the customer to upgrade to the most recent TM software
version.
5. Educating customers about support numbers (TM or other
companies).
6. Rapport with Customers(in very specific cases).
7. Able to Win back an extremely irate customer.
8. Educating customers about the troubleshooting done to resolve the
issue.
WHAT: Engineer spoke with clear, distinct enunciation, correct
pronunciation and diction
HOW: Words were pronounced correctly. Engineer's diction was
clear and correct.
WHEN: Throughout the call
WHY: Customer satisfaction, AHT
~ Engineer spoke with clear, distinct enunciation and pronounced the
words correctly
~ No impact on the conversation is observed.
~ Exhibits high fluency and neutralization of accent.
~ Does not mumble or 'mask' any discussion point
YWO (Yes With Opportunities)
No YWO option.
No YWO option.
~ Understands the customer with some clarification of major points
being discussed.
~ May need to ask follow-up questions to clarify important points.
~ Able to give summary of the discussion when appropriate.
~ Engineer asked the customer to repeat something that was clearly
said. (1 instance only)
~ Does not 'parrot' the customer.
~ Courteous behavior was observed throughout the call/transaction.
~ Maintained due professionalism.
~ Often provides instructions in a form of a request instead of a
command.
~ Engineer addressed the customer incorrectly once and apologized.
(e.g. Customer's name is John and engineer called him Jack.)
~ 1 instance of improper salutation and apologized. (e.g. The customer
was a man, but the engineer kept addressing him "ma'am")
~ Engineer asked permission before calling the customer by his/her
nickname.
~ Breakdown in behavior from the engineer was observed. (Condescending
tone, shouting, speaking in a vernacular other than what is understood, etc.)
~ Provided negative comments toward Trend Micro.
~ Clearing of throat for the most part of the throat.
~ Consistent heavy breathing (microphone to near the engineer's
mouth/nose). - Coaching for one instance unless customer reacted.
~ Engineer sneezed, yawned, coughed during the call.
~ Engineer released the call / chat session purposely.
~ Engineer addressed the customer incorrectly twice. (e.g. Customer's name
is John and engineer called him Jack.)
~ 2 instances of improper salutation (e.g. The customer was a man, but the
engineer kept addressing him "ma'am")
~ Engineer did not ask permission before calling the customer by his/her
nickname.
~ Persuaded the customer to speak in local dialect (Filipino, Ilocano,
Cebuano, etc.)
~ Able to summarize/paraphrase the discussion as appropriate. Clarifies
or expands on the customer's request using his/her own words.
~ Engineer was an attentive good listener and did not ask the customer to
repeat information that was clearly stated previously in the conversation
~ Glaring interruption/s for the most part of the call.
~ Customer reacted to an interruption made by the engineer.
~ Has difficulty understanding the key points of the discussion. Asks
customer to repeat himself (due to misunderstanding or failure to listen).
~ Occasionally asks irrelevant questions and gives inappropriate responses.
~ Has difficulty pinpointing client’s major area of concern.
~ 'Parroting' may be encountered.
~ Unable to follow the flow of the conversation. Asks irrelevant questions and
frequently asks the customer to repeat what was clearly said.
YES No
~ End to end resolution was provided to the customer's main concern/s.
~ Proper resolution was provided according to the requirements /
processes set by the Support Delivery.
~ Provided a resolution that was highly unlikely to result in a return call or
escalation from the customer.
~ Customer was too irate to offer win back options.
~ Engineer provided a resolution that would most likely result in a return call
or escalation from the customer
~ Resolution was not provided which may have caused the customer to
contact us again with the same concern. Confidence was lost due to inability
to communicate resolution.
~ Provided a resolution that did not follow the requirements / processes set
by Service Delivery.
~ Engineer did not log the customer's case in GCC.
~ Engineer used a 3rd party tool.
~ Did not read the DR policy to the customer before proceeding with the
purchase (Verifiers only)
~ Engineer did not commit any grammar errors.
~ No noticeable grammar errors.
~ Proper vernacular was used throughout the call.
~ Choice of words and responses were always appropriate for the
conversation.
~ Sentence construction was always appropriate.
~ Generally comprehensible.
~ Some clarification is needed but the meaning of message and most
relevant information is not impacted.
~ The meaning of the message may not be immediately understood
by the customer but is eventually clarified.
~ Audible background noise (Flag TL immediately, marked as NO for
the next audit if no improvement was noticed).
~ Unnecessary placing of customers on hold. (e.g. "May I place you
on hold for me to finish my logs for this call?")
~ Minimal unnatural pauses were noticed but did not affect the flow of
conversation.
~ Minimal fillers were noticed but did not affect the flow of
conversation.
~ For Chat cases, “Flooding” or asking 2 or more questions and not
waiting for the customer to respond first will be marked as YWO
unless excessive.
~ Communication flow is severely impacted.
~ Incorrect usage of pronouns, subject/verb agreements and other defects
are found throughout the entire interaction.
~ Sentence construction on transaction is inaccurate.
~ Observable impact seen on transaction.
~ Spelling error/s were noticed on chat and email transactions.
~ Choice of words and responses were mostly inappropriate and resulted to a
customer reaction.
~ Improper vernacular resulted to a customer reaction.