Call/Chat Flow score card

Criteria Guidelines

Opening/Greeting Rep used the correct greeting and followed the suggested verbatim (Thank
member for calling, branding, state name and offer assistance)

Paraphrasing Put other's thoughts into your own words to verify you understand the
customer correctly

Accurately identify member's needs and empathize when necessary

Empathize

Reassure Member that their needs will be addressed

Assurance
Probe to get more details or to understand what is really going on and provide
Resolution appropriate resolution

Proactively educate the member on any of the applicable Self Service Options
SSO and navigate them correctly when necessary

Briefly recaps the outcome / solution provided and offer further assistance or
Recap ask if there's anything else they need help with

Closing Thank our member for contacting us

Yes/No Comments Obtained pts.

Yes 17.5

Yes 17.5

sssss
Yes 17.5

Yes 17.5

Yes 7.5

Yes 7.5

Yes briefly recapped and offfered further assistance 7.5

Yes 7.5

100.00
 Call/Chat Flow score card
Criteria Guidelines

Opening/Greeting Rep used the correct greeting and followed the suggested verbatim (Thank
member for calling, branding, state name and offer assistance)

Paraphrasing Put other's thoughts into your own words to verify you understand the
customer correctly

Accurately identify member's needs and empathize when necessary

Empathize

Reassure Member that their needs will be addressed

Assurance
Probe to get more details or to understand what is really going on and provide
Resolution appropriate resolution

Proactively educate the member on any of the applicable Self Service Options
SSO and navigate them correctly when necessary

Briefly recaps the outcome / solution provided and offer further assistance or
Recap ask if there's anything else they need help with

Closing Thank our member for contacting us

Yes/No Comments Obtained pts.

Yes Good opening 17.5

Yes 17.5
Paraphrasing and reassurance can be improved

No Trainee needs to work on her empathy especially if 0

the customer expresses dissatisfaction..

Yes 17.5
Resolution was provided in a concise and timely
manner. It was explained in a very simple way and
Yes didn't use any exagerrated words. 7.5

Trainee should have offered self serve options and

No offered navigation if necessary 0

Yes briefly recapped and offfered further assistance 7.5

Yes Closing statement was provided 7.5

75.00
 Call/Chat Flow score card
Criteria Guidelines

Opening/Greeting Rep used the correct greeting and followed the suggested verbatim (Thank
member for calling, branding, state name and offer assistance)

Paraphrasing Put other's thoughts into your own words to verify you understand the
customer correctly

Accurately identify member's needs and empathize when necessary

Empathize

Reassure Member that their needs will be addressed

Assurance
Probe to get more details or to understand what is really going on and provide
Resolution appropriate resolution

Proactively educate the member on any of the applicable Self Service Options
SSO and navigate them correctly when necessary

Briefly recaps the outcome / solution provided and offer further assistance or
Recap ask if there's anything else they need help with

Closing Thank our member for contacting us

Yes/No Comments Obtained pts.

Good opening
Yes 17.5

Yes 17.5
Paraphrasing and reassurance can be improved

No Trainee needs to work on her empathy especially if 0

the customer expresses dissatisfaction..

Yes 17.5
Resolution was provided in a concise and timely
manner. It was explained in a very simple way and
Yes didn't use any exagerrated words. 7.5

SSO offered
Yes 7.5

briefly recapped and offfered further assistance

Yes 7.5

Closing statement was provided

Yes 7.5

82.50
 Call/Chat Flow score card
Criteria Guidelines

Opening/Greeting Rep used the correct greeting and followed the suggested verbatim (Thank
member for calling, branding, state name and offer assistance)

Paraphrasing Put other's thoughts into your own words to verify you understand the
customer correctly

Accurately identify member's needs and empathize when necessary

Empathize

Reassure Member that their needs will be addressed

Assurance
Probe to get more details or to understand what is really going on and provide
Resolution appropriate resolution

Proactively educate the member on any of the applicable Self Service Options
SSO and navigate them correctly when necessary

Briefly recaps the outcome / solution provided and offer further assistance or
Recap ask if there's anything else they need help with

Closing Thank our member for contacting us

Yes/No Comments Obtained pts.

Good opening
Yes 17.5

Yes 17.5
Paraphrasing and reassurance can be improved

No Trainee needs to work on her empathy especially if 0

the customer expresses dissatisfaction..

Yes 17.5
Resolution was provided in a concise and timely
manner. It was explained in a very simple way and
Yes didn't use any exagerrated words. 7.5
Trainee should have offered self serve options and
No offered navigation if necessary 0

briefly recapped and offfered further assistance

Yes 7.5

Closing statement was provided

Yes 7.5

75.00
 Call/Chat Flow score card
Criteria Guidelines

Opening/Greeting Rep used the correct greeting and followed the suggested verbatim (Thank
member for calling, branding, state name and offer assistance)

Paraphrasing Put other's thoughts into your own words to verify you understand the
customer correctly

Accurately identify member's needs and empathize when necessary

Empathize

Reassure Member that their needs will be addressed

Assurance
Probe to get more details or to understand what is really going on and provide
Resolution appropriate resolution

Proactively educate the member on any of the applicable Self Service Options
SSO and navigate them correctly when necessary

Briefly recaps the outcome / solution provided and offer further assistance or
Recap ask if there's anything else they need help with

Closing Thank our member for contacting us

Yes/No Comments Obtained pts.

Yes Good opening just missed out in providing his name 17.5

Yes 17.5
Paraphrasing and reassurance can be improved

No Trainee needs to work on her empathy especially if 0

the customer expresses dissatisfaction..

Yes 17.5
Resolution was provided in a concise and timely
manner. It was explained in a very simple way and
Yes didn't use any exagerrated words. 7.5

Trainee should have offered self serve options and

No offered navigation if necessary 0

Yes briefly recapped and offfered further assistance 7.5

Yes Closing statement was provided 7.5

75.00
 Call/Chat Flow score card
Criteria Guidelines

Opening/Greeting Rep used the correct greeting and followed the suggested verbatim (Thank
member for calling, branding, state name and offer assistance)

Paraphrasing Put other's thoughts into your own words to verify you understand the
customer correctly

Accurately identify member's needs and empathize when necessary

Empathize

Reassure Member that their needs will be addressed

Assurance
Probe to get more details or to understand what is really going on and provide
Resolution appropriate resolution

Proactively educate the member on any of the applicable Self Service Options
SSO and navigate them correctly when necessary

Briefly recaps the outcome / solution provided and offer further assistance or
Recap ask if there's anything else they need help with

Closing Thank our member for contacting us

Yes/No Comments Obtained pts.

Yes Good opening 17.5

Yes 17.5

Paraphrasing and reassurance can be improved.

n/a 17

Yes 17.5

Correct resolution however disclosed information

No eventhough account verification was not comoleted 0

Trainee should have offered self serve options and

No offered navigation if necessary 0

Yes briefly recapped and offfered further assistance 7.5

Yes Closing statement was provided 7.5

84.50
 Call/Chat Flow score card
Criteria Guidelines

Opening/Greeting Rep used the correct greeting and followed the suggested verbatim (Thank
member for calling, branding, state name and offer assistance)

Paraphrasing Put other's thoughts into your own words to verify you understand the
customer correctly

Accurately identify member's needs and empathize when necessary

Empathize

Reassure Member that their needs will be addressed

Assurance
Probe to get more details or to understand what is really going on and provide
Resolution appropriate resolution

Proactively educate the member on any of the applicable Self Service Options
SSO and navigate them correctly when necessary

Briefly recaps the outcome / solution provided and offer further assistance or
Recap ask if there's anything else they need help with

Closing Thank our member for contacting us

Yes/No Comments Obtained pts.

Good opening but can be improved. Needs to have an

Yes upbeat tone 17.5

Yes 17.5
Paraphrasing and reassurance can be improved

Yes Trainee can improve on her empathy especially if the 17.5

customer expresses dissatisfaction..

Yes 17.5

Correct resolution however disclosed information

No eventhough account verification was not comoleted 0
Trainee should have offered self serve options for TS
and not only USPS webstie and offered navigation if
No necessary 0

Yes briefly recapped and offfered further assistance 7.5

Yes Closing statement was provided but can improved 7.5

85.00
 Call/Chat Flow score card
Criteria Guidelines

Opening/Greeting Rep used the correct greeting and followed the suggested verbatim (Thank
member for calling, branding, state name and offer assistance)

Paraphrasing Put other's thoughts into your own words to verify you understand the
customer correctly

Accurately identify member's needs and empathize when necessary

Empathize

Reassure Member that their needs will be addressed

Assurance
Probe to get more details or to understand what is really going on and provide
Resolution appropriate resolution

Proactively educate the member on any of the applicable Self Service Options
SSO and navigate them correctly when necessary

Briefly recaps the outcome / solution provided and offer further assistance or
Recap ask if there's anything else they need help with

Closing Thank our member for contacting us

Yes/No Comments Obtained pts.

Good opening but can improved by maintaining

Yes composure 17.5

Yes 17.5
Paraphrasing and reassurance can be improved

Yes Trainee needs to work on her empathy especially if 17.5

the customer expresses dissatisfaction..

Yes 17.5

Correct resolution however disclosed information

No eventhough account verification was not comoleted 0

Trainee should have offered self serve options and

No offered navigation if necessary 0

Yes briefly recapped and offfered further assistance 7.5

Yes Closing statement was provided 7.5

85.00
 Call/Chat Flow score card
Criteria Guidelines

Opening/Greeting Rep used the correct greeting and followed the suggested verbatim (Thank
member for calling, branding, state name and offer assistance)

Paraphrasing Put other's thoughts into your own words to verify you understand the
customer correctly

Accurately identify member's needs and empathize when necessary

Empathize

Reassure Member that their needs will be addressed

Assurance
Probe to get more details or to understand what is really going on and provide
Resolution appropriate resolution

Proactively educate the member on any of the applicable Self Service Options
SSO and navigate them correctly when necessary

Briefly recaps the outcome / solution provided and offer further assistance or
Recap ask if there's anything else they need help with

Closing Thank our member for contacting us

Yes/No Comments Obtained pts.

Opening was provided however can be improved by

Yes making sure that he is always ready 17.5

Yes 17.5
Paraphrasing and reassurance can be improved

No Trainee needs to work on her empathy especially if 0

the customer expresses dissatisfaction..

Yes 17.5

Correct resolution however disclosed information

Yes eventhough account verification was not comoleted 7.5

Trainee should have offered self serve options and

No offered navigation if necessary 0

Yes briefly recapped and offfered further assistance 7.5

Yes Closing statement was provide 7.5

75.00
 Call/Chat Flow score card
Criteria Guidelines

Opening/Greeting Rep used the correct greeting and followed the suggested verbatim (Thank
member for calling, branding, state name and offer assistance)

Paraphrasing Put other's thoughts into your own words to verify you understand the
customer correctly

Accurately identify member's needs and empathize when necessary

Empathize

Reassure Member that their needs will be addressed

Assurance
Probe to get more details or to understand what is really going on and provide
Resolution appropriate resolution

Proactively educate the member on any of the applicable Self Service Options
SSO and navigate them correctly when necessary

Briefly recaps the outcome / solution provided and offer further assistance or
Recap ask if there's anything else they need help with

Closing Thank our member for contacting us

Yes/No Comments Obtained pts.

Trainee was not ready and just mentioned " Thank

No you for calling Savage x Fenty" 0

Yes 17.5
Paraphrasing and reassurance can be improved

Yes Trainee also empathized after the customer expressed 17.5

dissatisfaction

Yes 17.5
Resolution was provided in a concise and timely
manner. It was explained in a very simple way and
Yes didn't use any exagerrated words. 7.5

Yes SSO was provided 7.5

Yes briefly recapped and offfered further assistance 7.5

Yes Closing spiel was provided 7.5

82.50
 Call/Chat Flow score card
Criteria Guidelines

Opening/Greeting Rep used the correct greeting and followed the suggested verbatim (Thank
member for calling, branding, state name and offer assistance)

Paraphrasing Put other's thoughts into your own words to verify you understand the
customer correctly

Accurately identify member's needs and empathize when necessary

Empathize

Reassure Member that their needs will be addressed

Assurance
Probe to get more details or to understand what is really going on and provide
Resolution appropriate resolution

Proactively educate the member on any of the applicable Self Service Options
SSO and navigate them correctly when necessary

Briefly recaps the outcome / solution provided and offer further assistance or
Recap ask if there's anything else they need help with

Closing Thank our member for contacting us

Yes/No Comments Obtained pts.

Yes Opening was splendid 17.5

Yes 17.5
Paraphrasing and reassurance was established.

Yes Trainee also empathized after the customer expressed 17.5

dissatisfaction

Yes 17.5
Resolution was provided in a concise and timely
manner. It was explained in a very simple way and
Yes didn't use any exagerrated words. 7.5

Yes SSO was provided 7.5

Yes briefly recapped and offfered further assistance 7.5

Yes Closing spiel was splendid 7.5

100.00