STANDARD OPERATING

PROCEDURE

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Evaluation Sections Errors that are critical from the customer’s
Errors that are critical from the customer’s
perspective. These are errors that are monitored
perspective. These are errors that are monitored
within an interaction, e.g. call etiquettes and
within an interaction, e.g. call etiquettes and
general conduct during communication with the
CACE Customer Affecting Critical Errors general conduct during communication with the
customer.
customer.

Errors that
Errors that are
are critical
critical from
from the
the business’s
business’s angle.
angle.
They may
They may directly/indirectly
directly/indirectly affect
affect the
the customer.
customer. This
This error
error is characterised
is characterised by slowness
by slowness in operations
in operations and
BACE Business Affecting Critical Errors and increase
increase in cost
in cost for business.
for the the business.

Errors that are associated with government or

industry regulatory body, e.g .an error that can
COACE Compliance Affecting Critical Errors result in a legal action being served to the
company by a customer.

Accompanying errors that are monitored within an

interaction, e.g. call etiquettes and general
NCE Non Critical Errors
conduct during communication with the customer.

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 COPC Compliant QA Form
Section Number of Number of Auto Weight of
Parameters Zeros Section

Customer Affecting 2 2 40%

Critical Errors

Business Affecting 1 1 25%

Critical Errors

Compliance Errors 1 1 25%

Non Critical 1 0 10%

Errors

Total 5 4 100%

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PARAMETER - Professionalism CACE

SUB - PARAMETER - Was the agent professional and courteous?

SCORING STANDARD

4 Displayed high level of all round professionalism ● Did the agent apologize/empathize where
necessary?
2 Used Inappropriate phrase
● Did the agent use killer/inappropriate
Auto Zero Unprofessional acts. Use of Rude, Sarcastic and Killer Phrases. phrases while responding to the
customer?

TIPS FOR EXCELLENCE

-Show necessary care and emotion. Let the customer know that you
understand why he/she has delayed in repayment.
-Maintain a courteous, pleasant, and firm but respectful tone throughout the
call.

WHAT TO AVOID

-Rudeness/Sarcasm/Confrontational phrases/Harsh Tone

-Chewing/Hissing/Sighing/Laughing on the call
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PARAMETER - Call Handling NCE

SUB - PARAMETER - Did the agent follow the proper call handling procedure?

SCORING STANDARD

4 Did all that was required ● Did the agent display enthusiasm all
through the call
2 Failed to probe/Exceeded AHT/Interrupted or talked over
customer/ Was not vibrant ● Did the agent take control of the call

● Did the agent provide full information in an

0 Did not meet any of the requirements
acceptable time?
TIPS FOR EXCELLENCE ● Did the agent use the proper hold
procedure (take permission before placing
-Maintain an audible and engaging tone throughout the call. on hold/telling customer reason for
-Ask customer reason for late payment hold/thank customer for staying on hold)?

WHAT TO AVOID

-Having periods of silence over 10 seconds/Not paying full attention

-Rushing/Mumbling your words
- Unnecessary conversation

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PARAMETER - Knowledge & Information CACE

SUB - PARAMETER - Ensure that simplified, accurate, complete and updated information is communicated.

SCORING STANDARD

4 Provided complete & accurate information
2 Provided partial information/failure to address all issues
flagged by the customer
Auto Provided wrong information or did not provide
Zero information/Gave confidential Information
● Did the agent display adequate knowledge of
product/service?
● Did agent give information on repayment before
opting to send a message?
● Did the agent give information to a third party?

● Did the agent give privileged information to

customers? E.g. personal details like phone or
TIPS FOR EXCELLENCE office address of client must never be shared with
customers.
-If customer confirms they know how to repay, have them reiterate the
repayment method they use.
-If customer does not know how to repay, give complete information on WHAT TO AVOID
how to repay.
-Use diplomacy to decline any request to give out confidential -Misleading the customer.
information.
-Flag any suspicious customer.
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PARAMETER - PTP BACE

SUB - PARAMETER - Skillfully entice the customer to repay the loan. Ensure every call turns to either immediate repayment or a strong
and definite promise to pay

SCORING STANDARD

4 Established commitment date & amount /Using incentives ● Did the agent display urgency as regards
and establishing affordability as required repayment to the customer by using the
relevant incentives and suggesting same day
2 Establish either commitment date or amount / Used payment?
incentives but did not establish affordability or vice versa
● Did the agent develop a specific repayment
plan with dates and amounts; got a firm
0 Did not use incentives nor establish affordability
commitment from customer?
Auto Zero Did not establish commitment date nor amount ● Did the agent use effective negotiation skills.
Where debtor cannot settle, did agent
TIPS FOR EXCELLENCE establish affordability?
WHAT TO AVOID
-In situations where customers are not specific with a date, proffer a repayment
date. -Using false/wrong narratives for negotiation
-Confirm the repayment amount from the customer. -Threatening the customer
-Establish affordability by giving customer affordable ways and opportunity to -Imposing a commitment date/amount on the
repay the loan including small steady repayments. customer
-Give clear benefits of repaying the loan and/or explain the repercussions of not 7
paying.
PARAMETER - Opening Script and Closing Script COACE

SUB - PARAMETER - Use opening script. Verify contacted party. Use closing script.

SCORING STANDARD

4 Did all that is required ● Agent should verify the contacted party to be
accurate
2 Did some of what is required
● Agent should mention his/her name
AUTO ZERO Failure to follow the authentication process. ● Agent should mention the name of the
company on behalf of client except instructed
TIPS FOR EXCELLENCE by client to do otherwise

● Agent should state purpose of call

-Check previous logs/communication with the customer, correct
outstanding balance, repayment details, account details etc. ● Agent should mention outstanding loan amount
-See the closing script as an essential part of the call. and how long loan had been due
● Did agent use the standard closing script?

WHAT TO AVOID ● Reiterate the agreed PTP amount and time.

● Outline client’s contact channels; in-app, email.

-Not using the complete opening script
-Agent stating they are calling from Client’s address
-Giving out debt information without confirming ownership 8
Disclaimer
It is important to state categorically that the scope of
this SOP is not limited to the sub-parameters/tips
therein. Therefore, areas or situations not covered but
worthy of evaluation will be looked into and assessed
objectively. It is also important to add that the tips
provided to achieve excellence are not scripts but
‘suggestions/guidelines’ that Agents can be flexible and
creative with.