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.

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 listen to 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 assist customer 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 assist with

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 COMMENTS IN REFERENCE TO WE SPEAK ENGLISH,

THE USE OF OTHER LANGUAGE BESIDES ENGLISH WITH CUSTOMERS.

2. THE USE OF PROFANITY WITH CUSTOMER, IN YOUR NOTES OR ON THE CALL WILL RESULT IN IMMEDIATE

DISCIPLINARY ACTIONS.

3. CONTACT TERMINATION- HANGING UP ON THE CUSTOMER IS NOT ALLOWED. IF CUSTOMER IS BEING

ABUSIVE, YOU MUST OBTAIN SUPERVISOR’S OKAY TO RELEASE CALL. THIS INCLUDES RELEASING CALL

BEFORE CUSTOMER’S COMPLETE UNDERSTANDING OR COMPREHENSION.

4. FALSIFICATION OF INFORMATION-STATING ACTION NOT TAKEN IN CASES, CALL LOGGING, OR NOTES

PROVIDED TO ANOTHER DEPARTMENT IS FALSIFYING INFORMATION.

5. PROCESS MISHANDLING- FAILURE TO REPORT SYSTEM ISSUES AFFECTING CUSTOMERS OR FACILITIES IS

MISHANDLING. FAILURE TO REFER OR PROVIDE TECHNICAL SUPPORTS INFORMATION AND NUMBER IS A

SEVER MISS.

6. ESCALATION MISHANDLING- IF YOU REFUSE TO TRANSFER CUSTOMER TO SUPERVISOR’S VOICEMAIL OR

PROVIDE APPROPRIATE CONTACT INFORMATION WHEN CUSTOMER REQUESTS MULTIPLE TIMES (MORE THAN

ONCE) WILL RESULT IN SEVER MISS.

7. PROPER ESCALATION PROCEDURE:

CUSTOMER REQUESTS A SUPERVISOR:

ADVICE CUSTOMER YOU WILL NEED TO CONFIRM THEIR INFORMATION AND GET A

DESCRIPTION OF CONCERN OR ISSUE TO FORWARD ON TO THE SUPERVISOR.

UPON HEARING CUSTOMERS ISSUE/COMPLAINT, IF YOU REALIZE THERE IS A SOLUTION OR

ARE ABLE TO EASILY ASSIST WITH THE CUSTOMERS’ NEED, THEN EXPLAIN THAT YOU

WOULD BE HAPPY TO TRANSFER THE CALL TO A SUPERVISORS VOICE MAIL, BUT IF THEY

WOULD PREFER YOU COULD ASSIST THEM IMMEDIATELY WITH A RESOLUTION.

IF CUSTOMER IS NOT AMIABLE TO RESOLUTION AND ASKS FOR A SUPERVISOR AGAIN AT

THAT POINT, THEN TRANSFER THEM TO SUPERVISORS VOICEMAIL. EXPLAINING THAT IS

WHAT YOU ARE DOING TO THE CUSTOMER PRIOR TO TRANSFERRING THEM.

YOU ARE EXPECTED TO ATTEMPT TO DE-ESCALATE THE CUSTOMER BY OFFERING A

RESOLUTION OR EDUCATING THE CUSTOMER PROPERLY PRIOR TO TRANSFERRING THE

CALL ONTO A SUPERVISOR.