Quality Evaluation Billing 2022

 Warmly welcome: 24 pts.

1. Greet the customer: Agent needs to say Hi, Hello, or any other greeting in the
first statement. (6 pts.)
2. Make it personal: Agent needs to introduce their name (If agent doesn’t do it, it
is scored as a NO) and ask for the customer’s name (If customer proactively gives
their name in the chat or presurvey, it is scored as a YES, even if the agent
don’t use it). If Agent ask for the name and customer has already provided it, it
is scored as NO. (6 pts.)
3. Ask How you can help: Agent needs to ask How they can help if there’s no
request. If customer provided a request in the presurvey or after the greeting
before the agent had the chance to ask it (It is scored as a YES). If Agent ask How
they can help after customer has already given their request in the presurvey, it
is scored as a NO. (6 pts.)
4. ICHWT: Agent needs to say ICHWT once we already have a request,
paraphrasing is recommended but it is optional for this behavior. If ICHWT is
sent before customer stated a reason for chatting, please select that option
when evaluating the interaction in QRA. (6 pts.)

• Uncover Needs: 20 pts.

1. The Rep Asked Pertinent Questions to Diagnose the Root Cause: Questions
to understand customer’s wants and needs, the root cause of the issue. (PA and
Next Up are mandatory questions when applicable). 6.67 pts.)
2. Listen Up – Give Your Undivided Attention: IRT (10 sec) , ART (25 sec) - cx not
repeating info. Silence expectation (refresh every 2 minutes). Unresponsive
guideline. No camping. (6.67 pts.)
3. Take ownership and commit to finding the right solution: Tool utilization,
willingness to help, Not blaming the system nor other agents. (6.66 pts.)

 Personalize Solution: 14 pts.

1. Provided personalized offer for the customer: Accurate information according

to CCKM guidelines and personalized solution based on customer’s wants/needs
discovered with the questions. (7 pts.)
2. Keep it positive: Avoid negative language. (7 pts.)

 Gain Agreement: 18 pts.

 1. Recap the solution: Complete Recap with the right structure. (6 pts.)
2. Answer any question or concerns clearly and simply: Clear information. Be
proud - no filler words - typos - over empathetic - excessive emojis. (6 pts.)
3. Make sure every need has been met: Accuracy de la info - Make sure the
customer does not need to chat back – Was the request resolved and most of the
applicable expectations set? (6 pts.)

 Thoroughly Educate: 12 pts.

1. Show them the many benefits of digital options when applicable: Send
digital options when applicable. Guide the customer through the webpage when
you share a link. (6 pts.)
2. Clearly explain what they can expect next: All applicable expectations based on
the chat driver. (6 pts.)

------------------ Disclosures (done before the sale) -----------------

 Sincerely Thank: 12 pts.

1. Thank them for being an AT&T customer with a friendly goodbye:

Choosing/contacting. (6 pts.)
2. Show appreciation be personable and helpful to the very end : (6 pts.)

NOTES:
 In MSS we do not evaluate the following aspects in the behaviors:
- English gaps.
- Sales skills: Offer proactively/Assumptive/Overcoming.

Those are evaluated in the dropdown menu so there’s no score for this.