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Archive for the ‘Quality’ Category

Team,

Please read the following message concerning the quality standard “Verified Caller and Account ID”.

First, I’d like to clarify this quality standard for PHONE agents. There are three requirements in order to achieve full points for this standard, including the requirement to obtain the caller’s first AND last name. Sage is listening for you to specifically ask for the caller’s last name. If you do not request the caller’s last name and it is not provided freely by the caller, you will be deducted for this quality standard. If you do request the caller’s last name but the caller refuses to supply it, you will not be deducted and you will be permitted to continue providing support. Remember, you must request it, but do not need them to provide it.

Second is regarding the requirements for CHAT agents. We recently updated the chat software to request the customer’s first and last name as separate and required fields. The only time you will be required to request the chat customer’s name is if they enter completely irrelevant information such as numbers or symbols, or they enter an initial for both names.
Example:
First Name: E.
Last Name: W.
*Agent must ask for the customer’s name again.

Example:
First Name: Erin
Last Name: W.
*This is acceptable; no further information is needed for the name.

I hope this clarifies recent concerns regarding the requirements for this quality standard. If you have any questions or would like further clarification, please speak with your direct supervisor.

Thank you & Have a great weekend!

 

May 7, 2012 6:36 pm