Evaluation Scorecard

Name Manas Shukla

Email ID manas.shukla@technotask.co.in
Team Lead Ankit Joshi
Evaluation Date: 2/15/2022
QTM Final Score : 85%
Count Descriptive Analytics
QTM Question 1 Did the agent follow the proper opening script and
QTM Question 2 Did the agent authenticate the customer?
QTM Question 3 Was the agent able to understand the issue by effectively probing and paraphrasing to gain clarity?
QTM Question 4 Did the agent actively listen to the customer without interruption?
QTM Question 5 Did the agent follow the proper procedure steps based on the issue?
QTM Question 6 If the issue was FCR eligible, was it resolved?
QTM Question 7 Was the call handled in an acceptable amount of time based on the issue?
QTM Question 8 Was the call kept on track by limiting excessive hold and dead air?
QTM Question 9 Did the agent handle the call in a professional and courteous manner?
QTM Question 10 Was the customer able to understand the agent without asking the agent to repeat themselves?
QTM Question 11 If resolved, did the agent confirm the customer was satisfied with the resolution?
QTM Question 12 Did the agent follow the proper closing script?
Red Light Action Did the agent perform a "Red Light" action?
Grand Total
 Complete / Published: 2/15/2022
Total Quality Score: 11
Name of Auditor Nitesh Gupta
Auditor Email ID niteshg@stemzglobal.com

Possible Weight Quality Score (Pct)

Yes 1 1
No 1 1
o gain clarity? Yes 1 0
Yes 1 1
Yes 1 0
Yes 1 1
Yes 1 1
Yes 1 1
Yes 1 1
hemselves? Yes 1 1
Yes 1 1
Yes 1 1
No 1 1
13 11
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