Accuracy

1. Script/process adherence
   
   Associate follows written material as explained in training, as well as Methods and Procedures (Temporary Guidelines).
    
2. Product knowledge
   
   Associate demonstrates a clear understanding of the product to meet customer's needs and/or concerns, and shows the ability to expand or condense to avoid confusion; also uses appropriate references or job aids and materials.
    
3. Verify information
   
   Associate reviews any Reference code or telephone number provided by the customer to be entered into the system. FULL as opposed to AD HOC repetition of information is necessary—generally only applicable to new information.
    
4. Correct/complete information
   
   Associate provides accurate, complete information regarding products, services, rates and policies, and corrects inaccurate statements made by self or by customer.
    
5. Transfer procedures
   
   Associate explains reason for transfer, obtains customer's name, places customer on hold using correct hold procedures, identifies self with third party, states purpose of transfer, provides customer's name, and transfers the call.
    
6. Data entry accuracy
   
   Associate enters data into the system accurately.

Courtesy:

1. Tone
   
   Associate's tone sounds confident, caring and helpful. Enunciation is clear. Associate conveys a mood of professionalism and enthusiasm by avoiding negatives.
    
2. Polite, patient, respectful
   
   Associate uses appropriate courtesies: 'please', 'thank you', etc. May use the customer's last name along with the appropriate title (e.g. Mr., Mrs., Ms, Miss); empathises with the customer's emotion; expresses regret or apologises in response to a customer's complaint or frustration.
    
3. Maintains rapport
   
   Associate demonstrates sensitivity when dealing with all customers, including those speaking different languages, the elderly, or those from different cultures; conveys immediate, enthusiastic assurance to the customer; makes small talk during long pauses so that customer doesn't think they've been cut off.
    
4. Hold procedures
   
   Associate obtains permission from customer before putting them on hold, and upon return, acknowledges the customer's good will. Hold time must not exceed 60 seconds. If the issue is still not resolved after 60 seconds, associate thanks the customer for holding upon return and lets customer know that the issue being dealt with will take slightly longer. If appropriate associate may give customer the option to be called back.
    
5. Respect for customer's time
   Associate does not make the customer wait. Responds to customer's questions or concerns in a quick and efficient manner; does not ask irrelevant questions of the customer; is able to use reference materials quickly to find information and respond to customer's needs.

Communication Skills

1. Grammar/language proficiency
   
   Associate uses the proper grammatical elements in sentences; avoids using any slang or dialect unless specifically defined by the customer.
    
2. Word choice
   
   Associate chooses words that convey a positive image; avoids company jargon unless appropriate.
    
3. Articulation
   
   Associate speaks clearly and effectively. All vowels and consonants are clearly pronounced. Words should be enunciated clearly and not run together.
    
4. Volume
   
   Associate uses voice inflection to express interest and convey confidence. Volume should be held to a moderate level.
    
5. Rate
   
   The rate of speech should be adjusted so it can be easily understood by the customer. Excessively slow speech can bore and frustrate a listener. A rate too fast can be frustrating as a customer may find it difficult to follow what is being said.

Call/Sales Management

1. Greeting
   
   Associate identifies self and company upon answering; makes customer aware that the call may be monitored for Quality assurance purposes within the first minute of the call; asks how they may help.
    
2. Security Check
   
   Associate carries out necessary security checks—uses the callers date of  birth as indicator if possible. Also, the associate lets the caller provide information for verification, and does not offer numbers, addresses, etc.
   
   For the customer to agree with as this constitutes a security risk.
    
3. Active listening
   
   Associate displays active listening skills; listens attentively and responds appropriately to the customer; allows customer to speak without interruption; listens so information does not need to be repeated by the customer; personalises call to meet customer needs; pays thoughtful attention and responds appropriately to customer's questions/concerns, takes notes.
    
4. Acknowledge / check for understanding
   
   Associate ensures that the customer understands the answers that have been provided. This may mean asking different types of questions throughout the call.
    
5. Assess customer needs / probe / fact find
   
   Associate uses questioning skills to identify or understand the customer's concerns/needs.
    
6. Control the call
   
   Associate uses product knowledge, confidence, professionalism and enthusiasm to control the flow of the call as is appropriate to the customer.
    
7. Match features and benefits
   
   Associate explains products and services accurately, emphasising features and benefits, matching these to customer's needs.
    
8. Respond/offer assistance
   
   At any hint of concern, associate immediately offers help to resolve the customer's concerns. This may be an answer, referral number etc.
    
9. Address concerns / Overcome objections
   
   Associate uses feature and benefit statements to address the customer's concerns/objections; stresses satisfaction guarantee, quality and reliability.
    
10. Summarise the call
    
    Associate summarises the customer's responses. This may include answers, action items being taken over by us, or activities required by the customer.
     
11. Closing
    
    Concludes contact on a positive note after all questions/concerns have been addressed; offers further assistance; thanks customer for calling, includes Terminal Branding.
     
12. Handle request in one call
    
    Associate obtains all relevant information (to be able to complete a given task), without need for either party to call back. Some calls will involve a call back—it is only a fault when caused by a direct result of associate's avoidable action.

Superior Calls:

1. Each call demonstrates an attitude of caring for the needs of the customer and anticipating those needs
2. This is a call where the associate has gone above and beyond the customer's expectations and anticipated her/his needs
3. A 100% call is not necessarily superior

Customer Satisfaction:

Satisfaction measured from the customer's point of view

• Highly Satisfied: Associate goes above and beyond customer's expectations    
• Satisfied : Associate meets customer's needs
• Neutral : Associate did everything possible but did not have the authority or knowledge to meet the customer's needs.

Customer complains regardless

• Unsatisfied : Associate did not meet the customer's needs. The customer leaves the call unsatisfied

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