Customer Care Agent Call Quality Evaluation

Agent: Shela Ellis Skill: LIVEOPS Account #: 7339842 Call Date: 8/18/20
Supervisor: LIVEOPS Manager: LiveOps Manager Customer: ST MARTIN MANOR Call Time: 12:02 PM
QIR #: 32219 Call Length: 3 - 5 minutes
Customer Type: Non_Costco Call Type: Delivery – Request Monitor Date: 8/18/20

Total Score: 90 Educated

Customer? N/A Call Reason: Called in to resume service

Strengths/Opportunities Score Points Earned Possible Points

Service Skills – What do I say?
1. Greeting Meets 2.5 2.5
2. Closing Meets 2.5 2.5
3. Authentication Meets 10 10
4. Assist/Express Empath/Assurance of Help Meets 5 10
5. Summarization N/A 5 5
Comments:

Shela did a great job providing the proper greeting, authenticating the account correctly, and closed the call accordingly. Client Feedback: Please advise Shela that we are required to offer assurance of
help and express empathy at the set of the customer's concern. For example - I'm so sorry to hear about your loss. I'll be more than happy to further assist.

Service Skills – How do I say it?

6. Ownership Meets 5 5
7. Call Control Exceeds 10 10
8. Active Listening Meets 5 5
9. Professional Word Choice Meets 5 10
10. Tone Exceeds 10 10
Comments:

Shela did a great job taking ownership of the call, sounded lively, upbeat, and a smile could be heard. Also, Shela did a great job using the customer's name throughout the call and used active listening
to prevent from having the customer repeat themselves. Client Feedback: Please advise Shela that we are required to remain professional throughout the call, by refrain from using slang such as
"gotchu", as we should be using "Okay", "Yes" or " I understand".

Operational Skills – What do I do?

11. Call Resolution within Policies, Procedures and Guidelines. Exceeds 20 20

Comments:

Shela did a great job assisting the customer, by advising her that the account went to collection and provided her with the collections phone number.

Operational Skills – How do I do it?

13. Notes/Documentation Exceeds 10 10
Comments:

Shela did a great job notating the account, as her notes are very detailed and clear on what was discussed during the call and want she provided the customer.

Call Reporting Criteria

Immediate Coaching:

Action Required:

Critical: