Quality Form

Published 10/05/2016 02.09 PM | Updated 30/08/2016 10.17 AM

1.0 Quality Form

2.0 Quality Parameter and Weightage

2.1 Be Welcoming

2.1.1 Initial Warmth & Greeting

2.1.2 Use of Customer's Name

2.1.3 Acknowledgement/Paraphrasing

2.2 Be Inquisitive

2.2.1 Logical and Resolution Oriented Probing

2.2.2 Active Listening

2.3 Be Knowledgeable

2.3.1 Product Knowledge: Information Accuracy & Process Adherence

2.3.2 Call Avoidance & Unprofessionalism

2.3.3 Itinerary recaps in case of alternate options, cancellation or date change

2.3.4 Hold Usage (if applicable)

2.3.5 Transfer Process

2.3.6 Call Tagging & Documentation

2.4 Be Skilful

2.4.1 Overall Call Control

2.4.2 Further Assistance

2.4.3 Branded Farewell on a Positive Note

1.0 QUALITY FORM

Parameters Weightage Good Developmental N/A Failure

Be Welcoming

1. Initial Warmth & Greeting 6%

2. Use of Customer's Name 6%

3. Acknowledgement/Paraphrasing 6%

Be Inquisitive

4. Logical and Resolution Oriented

8%
Probing

5. Active Listening 7%

Be Knowledgeable

6. Product Knowledge: Information

10%
Accuracy & Process Adherence

7. Call Avoidance &

7%
Unprofessionalism

8. Itinerary recap in case of

alternate options, cancellation or 8%
date change

9. Hold Usage (if applicable) 7%

10. Transfer Process 7%

11. Call Tagging & Documentation 8%

Be Skilful

12. Overall Call Control 8%

13. Further Assistance 6%

14. Branded Farewell on a positive

6%
note
Additional Check

Additional Check

Was this a Wow call?

Did agent adhere to CTI script?

Did agent adhere to Non- CTI script?

Will the customer call back for the same issue again?

Did the agent direct the customer to IVR for ASAT survey?

NPS

2.0 QUALITY PARAMETER AND WEIGHTAGE

2.1 BE WELCOMING (18%)

2.1.1 INITIAL WARMTH & GREETING (6%)

Good:

· Branded opening with good energy

· Complete Communication cycle is followed (Confirming customer’s booking ID and asking if they
require further assistance)

· Call answered in 5 seconds

· Self-introduction in the opening of the call

· Opening was clear and understandable

Developmental:

· Single failure as per the points mentioned in “Good” category.

· A delay of 6 to 7 seconds is considered if that is the only failure.

· If self-introduction is missing at the opening of call, but was present in the later part of call
· Booking ID was confirmed after inquiring about query

· Did not offer further assistance

Failure:

· A delay of 8 seconds in call-opening can result into a failure on this parameter

· Not introducing oneself at all counts as failure

· Multiple failures as per the points mentioned in “Good” category

2.1.2 USE OF CUSTOMER'S NAME (6%)

Good:

· Asked for customer's complete name

· Used customer's name twice during the conversation (any part of the call)

· Used in accordance as per the length of the conversation

· Took permission to use first name (if applicable)

· Appropriate title used to address customer

· A mixture of everything above or as deemed appropriate

Developmental:

· Customer name was taken only once during the call

· Did not take permission to use customer's first name but the rest followed

· Addressed customer as “Sir” or “Ma’am”, with customer's name

· Any of the above or all of them

Failure:

· Name not used at all in the conversation

· Incorrect name/salutation used to address the customer

· Using “Sir” or “Ma’am” throughout the call without name will be marked down as a failure.
2.1.3 ACKNOWLEDGEMENT/PARAPHRASING (6%)

Good:

· Customer's query/request was acknowledged completely and correctly

Or

· Agent paraphrased customer's query correctly and completely

It is not mandatory that agent has to acknowledge and also paraphrase. It is alright to follow either of
the two, as per the guidelines stated above. "

Developmental:

· Query/Request acknowledged, but not in the most appropriate manner (such as, OK).

· All queries are not acknowledged or paraphrased

Failure:

· Acknowledgement or Paraphrasing was missing completely while on-call about a query or a

request

· Incorrect acknowledgement or paraphrasing

Or

· Incomplete or incorrect Paraphrasing

2.2 BE INQUISITIVE (15%)

2.2.1 LOGICAL AND RESOLUTION ORIENTED PROBING (8%)

Good:

· Verification done for cancellation and date change calls before making the changes

· Probed completely before offering the solution

· Avoided unnecessary/illogical probing

· Agent did not sound interrogative

· Any 2 points to be verified

Verification process followed as per guidelines.

Developmental:

Followed the verification process but failed the following attributes (single or in both aspects):

· Unnecessary/illogical probing done

· Agent sounded interrogative

Failure:

· Missed out on verification completely

· Provided resolution with inaccurate or incomplete verification

Not Available: In scenarios where the systems are not working, no solution can be provided.

2.2.2 ACTIVE LISTENING (7%)

Good:

· Presence of Active Listening throughout the conversation

· No evidence of repetitions

· Avoided interruption

Developmental:

· Single repetition not impacting customer or call-flow

· Slight interruption not impacting the customer or call-flow

Failure:

· If there were multiple Repetitions (which impacts conversation).

· If repetitions in the conversation annoyed the customer or if the agent lost control over the call.

· If there were several interruptions to discourage the customer from talking.

· Failure can be awarded if the agent interrupts and makes the customer repeat themselves. This
discourages the customer and impacts call quality.

· Single repetition can lead to failure if the customer is impacted/irritated or if the agent makes the
customer to repeat critical information which was already shared.
2.3 BE KNOWLEDGEABLE (47%)

2.3.1 PRODUCT KNOWLEDGE: INFORMATION ACCURACY & PROCESS ADHERENCE (10%)

Good:

· Correct solution provided as per the process and appropriate product knowledge

· Complete solution provided

· TAT provided by agent

· Correct TAT provided

· Mail sent to concerned team

· Agent answered all queries

· Agent raised follow-up/call back when call got disconnected

· Follow-up raised

· Agent informed customer that website can be used for cancellation, date change, e-ticket and
invoice. This has to be done on call. If agent sends on mail also it will be marked down.

· Agent followed the correct escalation matrix

· Agent redirected to 3rd party (like airlines) to get the solution wherever applicable

· Correct/incomplete penalty provided to customer

· Provided the resolution as per process but failed to provide additional info

Eg. Refund case - MMT TAT provided but Bank TAT not informed

· Avoided escalating the call proactively

· Attempted to de-escalate once before transferring the call to supervisor upon customer’s
insistence

· Escalated the call after attempting to de-escalate once

Failure:

· Incorrect solution provided as agent lacked product/process knowledge

· Incomplete solution provided

· TAT not provided by agent

· Incorrect TAT provided

· Mail not sent to concerned team

· Agent did not answer all queries (The same can be judged under incomplete resolution however
this failure reason says that the entire query was ignored.)

· Agent failed to raise follow-up/call-back after a call disconnected

· Agent did not inform customer that website can be used for cancellation, date change, e-ticket and
invoice

· Agent did not follow the correct escalation matrix

· Agent unnecessarily redirected the call to 3rd party (airlines) to get the solution.

· Incorrect/incomplete penalty provided to customer

· MI is to be promoted on call. If agent sends on mail also it will be marked down.

· Email ID is to be given if agent asks the customer for any email

2.3.2 CALL AVOIDANCE & UNPROFESSIONALISM (7%)

Good:

· No instances of call avoidance

· Falls in this category if nothing inappropriate observed as per the instances quoted in “Failure”
category

Failure:

· Inappropriate Transfer Out

· Unnecessarily long hold which results in customer disconnection or customer getting annoyed

· Agent doesn't return to customer after putting him on hold

· No response from agent after the call is received

· Transferred the call to queue which was not required

· Placed the customer on mute for no reason as the customer seems to be chasing the agent (10 sec
or more)

· Unprofessional, abusive and rude language; and/or sharing personal details

· Involved in personal conversation when customer initiated the conversation, instead of keeping it
short and leading the call towards business

· Escalated the call proactively

· Did not attempt to de-escalate the call once before transferring the call to supervisor as insisted by
customer

· Avoided escalation instead of transferring or tried to de-escalate the call repeatedly

· Attempted to de-escalate the call but needs improvement in communication.

· Mute on call; the time limit is 15 seconds (This would be a non-fatal error)

2.3.3 ITINERARY RECAP IN CASE OF ALTERNATE OPTIONS, CANCELLATION OR DATE CHANGE (8%)

Good:

· Itinerary recap was done correctly and completely on date change, cancellation and in case of
alternate options provided customer

· Recap done before making changes on customer's account

Developmental:

· Incomplete recap done

· Unnecessary recap done

Failure:

· No recap done

· Incorrect recap

Not Available: Whenever not required

2.3.4 HOLD USAGE (IF APPLICABLE) (7%)

Good:

· Mentions the reason and timeline to put the customer on hold

· Comes back in appropriate time

· Refreshes the customer in case of long hold

· First hold does not exceed 3 minutes

· Thanks the customer after returning from hold

· Repetitive hold does not extend for more than 5 minutes and informed the customer

· Permission taken before putting the call on hold

· Talking to hotelier or internal people then there should not be mark down if the time exceeds 5
minutes even if it is the first hold

Failure:

· Puts the customer on hold for no reason

· Does not mention the time to keep the customer on hold

· Doesn't refresh the customer when on long hold

· Doesn't thank/acknowledge the customer for being on hold

· Repetitive hold exceeds 5 minutes

· Hold parameter should be marked “NA” if the error is observed under “Call Avoidance” and the
agent is already marked there

· Permission not taken

Not Available: If not applicable

2.3.4 TRANSFER PROCESS (7%)

Good:

· Transferred the call to relevant department/agent upon receiving misrouted call

· Warm transfer was done when customer informed that he is not getting through to the right
department or the call is getting dropped before connecting to the relevant department.

· In case of repeat-call to the same desk, agent would try to warm-transfer the call and if there is a
long hold, agent would wait online for 30 seconds. If the call was not connecting, then cold-transfer was
done after informing the customer.
· If customer was not OK for cold-transfer due to long hold, then the agent had to do warm-transfer
(this can only be done in a scenario where the agent waited 30 seconds for warm-transfer, but was
unable to do so because of long-hold).

Failure:

· Transferred the call to irrelevant department/agent upon receiving misrouted call

· Call was cold-transferred when the customer informed that he was not getting through to the right
department or the call was getting dropped before connecting to the relevant department

Not Available: If not applicable

2.3.6 CALL TAGGING & DOCUMENTATION (8%)

Good:

· CRM created on the same calendar date

· Captured accurate customer name; Reason for call and steps taken to resolve the issue

· Notes updated completely

· Notes updated correctly in Navision

· Appropriate call-driver selected

· Relevant call-driver selected in case of accurate call-driver is not available

· Relevant documents attached

· Correct penalties updated

· Avoided multiple tagging for same scenario

· Notes updated in Navision

· For lost ID case, documentation is done in CRM and not in Navision, Booking ID is not pushed in
Navision

In CRM, the reason should be updated for Booking ID not pushed cases.

Developmental:

· Incomplete notes updated

· Multiple tagging done for the same scenario

Failure:

Any deviations to points specified under good category will be marked failure and all the reasons except
'updating appropriate call-drivers would be fatal errors.

· Updating appropriate call-driver is a non-fatal error

2.4 BE SKILFUL (20%)

2.4.1 OVERALL CALL CONTROL (8%)

Good:

These are the expected attributes:

· Agent took ownership of handle customer query

· No Long pauses/dead air (time limit is 15 seconds)

· Sound Communication between both parties

· Agent matched the tone and manner of the customer (rapport)

· Words/Phrases used were appropriate and positive

· Confident

· Provided the solution quickly without wasting time

· Avoided using jargon on call

· Correct pronunciation

· Avoided inappropriate fillers and foghorns

· Grammatical mistakes were not made while talking to the customer

Developmental:

· Single/multiple failures, as per the points mentioned in “Good” category, can fall here. However,
the conversation still went smooth and the customer was not impacted.

· Partial adherence to the attributes mentioned under this parameter

Failure:
· Multiple failures amongst all these; the conversation was not nice and appropriate, or a strong
behavioural issue was identified.

· No evidences of ownership

· No attempt of relationship building

· Only Business Balanced with other failures written above

· Lacks confidence while interacting with the customer

· Words/phrases used were not positive

· Used “negative phrase” while interacting with the customer

· Long Pauses which are unexplainable (more than 15 seconds)

· Customer had trouble understanding the agent

· High rate of speech

· Made grammatical errors

2.4.2 FURTHER ASSISTANCE (6%)

Good:

· Agent should offer further assistance before closing the call

Developmental:

· Further assistance offered but not in an appropriate manner. For example, the agent uses a phrase
“anything else”.

Failure:

· No further assistance

Not Available: If not applicable

2.4.3 BRANDED FAREWELL ON A POSITIVE NOTE (6%)

Good:

· Branded Farewell; on a positive note, and with good energy and tone
· It is still mandatory to bid farewell to the customer, even if the call is being transferred to IVR ASAT

· Used blank call verbiage before closing the call (after providing resolution, if the customer is still
not responding, the agent should confirm whether the customer is connected or not, before
disconnecting the call.)

Developmental:

· Any one of the errors given below are observed; however, the agent did do the branded farewell
(unenergetic ending, impolite tone or rushed ending)

· Blank call verbiage used only once before dropping the call

Failure:

· Multiple Failures observed in below:

o Unenergetic ending

o Impolite tone

o Rushed ending

Or

· Branded farewell missed

· Blank call verbiage not used twice before disconnecting the call

· Both of the above

Not Available: If the customer disconnects the phone.

Thanks & Regards

Bishnu Boral