Quality Assessment documentation that explains the concepts and scoring of the score card of Quality within a customer interaction with agents.

1. Quality Assessment
There are ten sections with twenty objectives. Each of the sections can have multiple objectives within it.
These sections and objectives are scored collectively to derive of a possible sore of 100% .
Please Review the FAQs for each objective to eliminate possible unacceptable scores and improve possible quality
scores received.
If you have questions, please bring them to your manager, a time will then be set to go over these expectations. It
is important that you comprehend these expectations,to better assist with the customer and provide them with a
quality experience worth mentioning to others. More importantly,we want you to improve on skills that will help
you attain your goals witch should align with ours.
Top focus: Things To Avoid & Things Needed
1. Objective: Documentation/notes –Log every call incoming and outgoing within salesforce.
2. Objective: Educate/provide all necessary and pertinent information to the prospective student
3. Objective: Promotion of the Brand- it’s imperative that we promote ourselves in the beginning and
end of the calls.
4. Objective: Represent ProSchools positively- Engage with customer, refrain from dead air, improper
use of nonessential fillers, (um, uh, talking to self,repeating same response (okay) when confirming
information with customer.
5. Objective: Required customer confirmation- Confirm all requests from customer, minimize
processing errors, repeat-back all details to ensure accuracy, (date, time, location, requested action,
etc.); Asking customer’s permission to charge or purchase, to complete transaction on their account.
6. Objective: Dispositioning the customer Interaction- correctly disposition all customer interactions
within salesforce, logging a call, creating a cases, attaching documentations, etc. These must
correspond with actions taken within the customers call.
7. Objective: Integrate Personal Qualities- Proactive Questioning to identify customer needs, use of 5
W’s-who, what, when, where, why, the use of soft skills.

2. 8. Objective: Connect with Customer-Keep a level of professionalism, ask questions understand the
customers’ true issue in order to offer relevant options, be empathetic, actively listento situations,
and engage in conversation.
9. Objective: Promote the Brand-Promote savings, Positive Product Positioning, express appreciation
for their choice in ProSchools, positive representation of our products, use of alluring words when
presenting, ask about additional needs.
10. Objective: Efficiency of Customer call- Use of tools provided to efficiently assistcustomer properly.
11. Objective: Preparation of customers’ call- be prepared to answer the call, customer shouldn’t have to
say hello in order to get your attention.
12. Objective: Execute on behalf of customer- agent should problem solve and offer resolutions. First
confirm customers comprehension, before taking action, complete all actions promised, (complete
cancellation process, refunds, locating information, extensions, etc.) Inquire about future needs or
plans, ask for further assistance needs. (Pass two objectives with one statement)
13. Objective: Establish Customer Expectation and Understanding- re-cap all course details to ensure
comprehension, educate customer accurately on our policies/procedures pertaining to their specific
situation. Do not just state, “I cannot help you”, explain specifically what we are able to assistwith
and what is out of our scope of abilities or knowledge.
14. Objective: Education- explains steps taken on customers behalf, request for documentation, refund
timeframe, provide correct contact information, transferring to correct department or individual.
15. Objective: Know before you go- review and read all information provided when completing call
log/open cases or cancellation process/refund process and educate customer in a professional
personalized manner to ensure full disclosure. Do not simply read from your screen.
NEGATIVE SCORING RESULTING FROM:
1. USE OF PROFANITY OR RACIAL REMARKS,TO INCLUDE COMMENTSIN REFERENCE TO WE SPEAKENGLISH,THE
USE OF OTHER LANGUAGE BESIDESENGLISH WITH CUSTOMERS.

3. 2. THE USE OF PROFANITY WITH CUSTOMER,IN YOUR NOTESOR ON THE CALL WILL RESULT IN IMMEDIATE
DISCIPLINARY ACTIONS.
3. CONTACT TERMINATION-HANGINGUP ON THE CUSTOMER ISNOT ALLOWED.IF CUSTOMER ISBEINGABUSIVE,
YOU MUST OBTAINSUPERVISOR’SOKAY TO RELEASE CALL.THISINCLUDESRELEASINGCALL BEFORE
CUSTOMER’SCOMPLETEUNDERSTANDINGOR COMPREHENSION.
4. FALSIFICATION OF INFORMATION-STATINGACTION NOT TAKEN IN CASES,CALL LOGGING, OR NOTES
PROVIDED TO ANOTHER DEPARTMENT ISFALSIFYINGINFORMATION.
5. PROCESS MISHANDLING-FAILURE TO REPORT SYSTEM ISSUESAFFECTINGCUSTOMERSOR FACILITIESIS
MISHANDLING. FAILURE TOREFER OR PROVIDE TECHNICAL SUPPORTSINFORMATION ANDNUMBER ISA
SEVER MISS.
6. ESCALATION MISHANDLING-IF YOU REFUSE TO TRANSFER CUSTOMER TO SUPERVISOR’SVOICEMAIL OR
PROVIDE APPROPRIATE CONTACT INFORMATION WHEN CUSTOMER REQUESTSMULTIPLE TIMES(MORE THAN
ONCE)WILL RESULT IN SEVER MISS.
7. PROPER ESCALATIONPROCEDURE:
 CUSTOMER REQUESTSA SUPERVISOR:
 ADVICE CUSTOMER YOU WILLNEEDTOCONFIRM THEIR INFORMATION AND GET A
DESCRIPTIONOF CONCERN OR ISSUE TO FORWARD ON TO THESUPERVISOR.
 UPON HEARINGCUSTOMERSISSUE/COMPLAINT,IF YOU REALIZETHERE ISA SOLUTION OR
ARE ABLE TO EASILY ASSIST WITH THE CUSTOMERS’NEED,THENEXPLAIN THAT YOU
WOULD BE HAPPY TO TRANSFER THECALL TO A SUPERVISORSVOICE MAIL,BUT IF THEY
WOULD PREFER YOU COULD ASSIST THEM IMMEDIATELY WITHA RESOLUTION.
 IF CUSTOMER ISNOT AMIABLETO RESOLUTION AND ASKSFOR A SUPERVISOR AGAIN AT
THAT POINT,THEN TRANSFER THEMTO SUPERVISORSVOICEMAIL.EXPLAININGTHAT IS
WHAT YOU ARE DOINGTO THECUSTOMER PRIOR TO TRANSFERRINGTHEM.
 YOU ARE EXPECTEDTO ATTEMPTTO DE-ESCALATE THECUSTOMER BY OFFERINGA
RESOLUTION OR EDUCATINGTHE CUSTOMER PROPERLY PRIOR TO TRANSFERRINGTHE
CALL ONTO A SUPERVISOR.