C D A Y 2 0 2 2

agenda

QA FORM
SOP - ZTP/NNB
STELLA
SIMPLE QA FORM
HOLDS REMINDER
KPI GOALS
CONFORME SHEET
FAQs
Please prepare your e-signature

for the Conforme Sheet

THIS WILL SERVE AS YOUR ATTENDANCE FOR THE NEW HIRE QA ROLL OUT
qa form
s - tart your

M - AKE SURE L - EAD

call with a

(VERIFY) (PROMOTE)
smile

i - nitiate

P - ROPER E - ND
connection
RESOLUTION THE CALL
 HOLDS/VIEWERS - QA REMINDERS
U L D F O L L O W T H E CORRECT

SHOULD USE THE PROPER VOICE MAIL &

SHO
CALL BACK SCRIPTS -- 2158: VERBIAGE TO
OUTBOUND QUEUE
T B O U N D A G E N T C A LL"
USE FOR ALL E-SUPPORT CALLS "E-SUPPORT OU

ALWAYS REMEMBER THAT WORKING

MUST USE T ON HOLDS (OUTGOING) IS DIFFERENT

HE CORREC
AND PROPER T
FROM TAKING SALES AND SERVICE

BRAND NAM
E CALLS (INBOUND)

MUST TAKE OR PROCESS ALL

NECESSARY ACTIONS AND LEAVE

MUST REFER TO PROCEDURE

ACCURATE INFORMATIONAL
2000 AND 2007 FOR ALL THE

COMMENTS OR NOTES ACTIONS TO TAKE

SEND APPROPRIATE E-FORM IF

CASE ID SHOULD BE ALWAYS

POLICY PERMITS AND WITH

INCLUDED IN THE NOTES
DETAILS NOTES

SHOULD FOLLOW PROCEDURE 2195: HOW TO WORK

B2B ORDERS OR CORPORATE SALES

ON CUST/ORDER UPDATES -- ONCE YOU HAVE

ORDERS ARE STRICTLY PROHIBITED TO

EXITED A VIEWER, THE AGENT MUST SAVE OR

CLEAR THE CHANGES TO AVOID LOCKING THE

TOUCH -- MUST CLEAR OUT WHEN

VIEWER OUT FROM OTHER AGENTS
ENCOUNTERED
 SOP - Call Handling Violation

or Technical Competency
B.1.4 Violation of standard operating procedures (SOP) as prescribed by the department/program.
2 errors committed within the same month is considered as 1 violation
Classification: Moderate
 ztp and nnb policy
Under Code of Discipline A.3.3. Malfeasance or commission of a wrongful act in the performance of one's

duty. Call handling violations, including but not limited to call dropping, aux jumping, unauthorized call

transfers, unauthorized use or abuse of shortcut keys, and unsanctioned workaround procedures.
Sanction - Grave offense

ztp nnb
RUDENESS TAKE OWNERSHIP
HANGING UP ON A CUSTOMER DELETING UNRESOLVED ISSUES
CALL AVOIDANCE MASKING OF CREDIT CARD INFORMATION
MISLEADING THE CUSTOMER IN A MANNER
OVER MASKING OF CALL DETAILS
THAT ISN'T TRUTHFUL CAPTURE ALL VERIFICATION INFORMATION
UNAUTHORIZED USES OF SUPERVISOR'S
CONFIDENTIALITY
NAME/ID IMPROPER USE OF DISCOUNTS
stella

The company measures

and rates the customer

service performance of

online retailers.
It enables you to

objectively measure

customer service

performance and see

exactly how you stack

up against the

competition. They act as

mystery shoppers.
 KPI is a type of

measure that is used to

evaluate the

performance of an

organization against its

strategic objectives
 Any

Question?
Thank
you!!