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  • Quality - Parent Question 1

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    Joven Cabebe
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    The document contains a parent question about whether an agent appropriately resolved a customer issue. It lists 4 parent questions and sub-questions about whether the agent's responses were correct, necessary steps were taken to resolve the issue, the agent understood the issue by actively listening and doing research, and whether the agent led the caller to take the right actions by comparing options and justifying the decision.

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    The document contains a parent question about whether an agent appropriately resolved a customer issue. It lists 4 parent questions and sub-questions about whether the agent's responses were correct, necessary steps were taken to resolve the issue, the agent understood the issue by actively listening and doing research, and whether the agent led the caller to take the right actions by comparing options and justifying the decision.

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    © All Rights Reserved
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    8 views1 page

    Quality - Parent Question 1

    Uploaded by

    Joven Cabebe
    The document contains a parent question about whether an agent appropriately resolved a customer issue. It lists 4 parent questions and sub-questions about whether the agent's responses were correct, necessary steps were taken to resolve the issue, the agent understood the issue by actively listening and doing research, and whether the agent led the caller to take the right actions by comparing options and justifying the decision.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    of 1

    Quality: Parent Question 1

    PQ1. Were the responses correct to the questions asked?


    Comms PQ1.1: Acknowledgement
    Comms PQ1.2: Confi dence
    PQ2. Were necessary steps taken to resolve the issue?
    Issue Resolution: Comms PQ2.1 Describe and Instruct
    Did you solve my issue PQ3. Did the agent understand the issue (i.e. ask questions, do research)?
    appropriately? Comms PQ3.1 Active Listening
    Comms PQ3.2 Comprehension
    PQ4. Did we lead the caller to take the right actions?
    Comms PQ4.1 Compare and Contrast
    Comms PQ4.2 Decide and Justify

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