This is the process to do quality management (QA) on calls:
- Turn on call recordings at Project > Calls out > Settings > Turn on recordings a....
- Make some calls.
- Set "Review target" at Project > Calls out > Settings > Review target.
- Listen to the selected call recordings by clicking the "Review calls" at Project > Project.
- If you don't have the "Review calls" button you'll need to get yourself added as a reviewer at Project > Members > Reviewers.
- Categorize each call against 24 "good", and 35 "bad" critiques (keyboard shortcuts make this easier) found at zipier.com/help/.Zipier_Phone_System/Quality_management/
- Click "Reviewed" save.
- Continue until the target is reached.
- Alternately, you can also find those calls at Project > Calls out > Calls list.
Here is the full list of 39 "bad", and 24 "good"critiques that you can rate each call with.
- Didn't verify important details.
- Didn't verify details back out loud.
- Didn't verify with "Alpha, Bravo, Charlie..."
- Ignored sales opportunities like up-sell, or cross-sell.
- Ignored sales opportunities by not asking for the order.
- Ignored sales opportunities by not trying to sell.
- No restate of their question.
- No restate with own words. Just repeated their words.
No Xfer reason
- No transfer reason given.
- No transfer reason given or didn't ask if OK to transfer.
No ask hold
- Didn't ask if OK to hold.
- Putting on hold 2nd time. Didn't ask again if OK to hold.
- Just said "please hold". Didn't ask if OK to hold.
- Lost control of the call.
- Lost control of the call by not keeping it moving forward.
- Long wrap time. Taking notes after the call for too long.
- Long wrap time. Possibly stopped calling after the call ended. Should've clicked "Save and stop calling".
- Wrong disposition chosen after the call ended.
- Bad spelling or mistakes entering the caller's details.
- Wrong answer given.
- Wrong answer given because didn't hear the caller's question.
- Wrong answer given because not following the script.
- Avoided ownership by not trying to solve the problem. Just passed it to someone else.
- Misunderstood what the caller said. Carried on anyway.
- Misunderstood what the caller said so guessed. Guessed wrong.
- Misunderstood their meaning because didn't restate what the caller said.
- Unnecessary questions asked because wasn't listening.
- Unnecessary questions asked that were not needed to solve the problem.
- Unnecessary questions asked about something the caller already said — asked just because it was on the script.
- Weak ending without asking for anything else to help with.
- Weak ending without summarizing next steps.
- Weak ending without thanking the caller for their call.
- 3rd person reference about working for a call center or other 3rd party.
- 3rd person reference to the client saying "them", "they", "their", etc.
Ums / ahs
- "Ummms" or "ahhhs" spoken or other filler sounds.
- Said just "OK", "a-huh", etc without proper acknowledgment of the caller.
- Weak greeting. Too quiet or timid.
- Weak greeting. Didn't say company name.
- Weak greeting. Didn't say name as the last word spoken.
- Weak greeting. Didn't sound friendly.
- Unclear explanation of the policy, just said "That's not our policy".
- Unclear explanation.
- Bad English grammar.
- Bad English pronunciation.
- Bad English because of slang.
- Bad English because of local expressions.
No name use
- No name use of the caller's name.
- No name use. Used "Sir" or "Ma'am" instead.
- No name use even though they gave their name.
- Wandered and didn't stick to the script.
- Wandered and lost place in the script.
- Wandered saying own words when the script would've been better.
- Wandered skipping a step for no good reason.
- Poor pace. Sounding nervous.
- Poor pace. Jumbling up words.
- Poor pace. Going too fast.
- Poor pace. Going too slow.
- Poor pace. Sounded hurried.
- Slow to lookup an answer.
Too much mute
- Too much mute button use.
- Weird silence. Didn't first explain why the call would go silent.
- Weird silence. Didn't check back occassionally, to let the caller know what's happening.
- Broken audio. The recording doesn't load, or there's nothing to hear.
- IVR recording. Nothing was spoken. Only recorded messages.
- Side talk to co-workers that doesn't relate to the call.
- Side talk to co-workers without first explaining the need to ask a co-worker.
- Microphone sounds distant. Not placed correctly.
- Microphone too far from mouth.
- Bad volume. Breathing into microphone.
- Bad volume. Sounding too timid.
- Bad volume. Didn't project voice into the call.
- Unfriendly tone of voice.
- Unfriendly with disrespectful language.
- Uninterested, tired, or yawning voice.
- Uninterested and no enthusiasm.
- Uninterested and no effort to personalize the call.
- Uninterested and displaying an "I don't care" attitude.
- Drone with a monotonous voice.
- Drone just reading the script.
- Drone with no emotion or expression.
- Drone with no pauses or pitch changes.
- Unprofessional use of "yip", "yeah", etc.
- Unprofessional use of "nope", "nah", etc.
- Not calm. Sounded angry at the caller.
- Not calm. Sounded frustrated at the caller.
- Unconfident apologies, e.g., "sorry, my English isn't very good".
- Unconfident. Didn't give the caller confidence in your ability.
- Bad manners. Didn't use "please" and "thank you".
- Bad manners with eating sounds on the call.
- Bad manners saying bad language on the call.
- Flag call for more checking.
- Flag call as unacceptable.
Shift + 1
- Verified with "Alpha, Bravo, Charlie..."
- Verified by repeating back numbers and spelling.
Shift + 2
- Sought sales opportunities.
- Sought sales by jumping on a presented opportunity.
- Sought sales by recorded notes for future sales opportunities.
Shift + 3
- Restated back the caller's question with own words.
Shift + 4
- Transfer reason given and let the caller know who they'll be transferred to.
- Transfer reason given and let the caller know why the next person would be better to deal with.
- Transfer reason given and confirmed transferring is OK"
Ask to hold
Shift + 5
- Asked to hold before putting on hold"
- Putting on hold a 2nd time. Asked to hold again.
Shift + -
- Took ownership by trying to solve the problem.
- Took ownership by resolving the problem on the first call.
- Took ownership. Expressed confidence it could be solved.
- Took ownership. Let the caller know they're speaking to the right person.
Shift + ,
- Thanked the caller for their inquiry.
- Thanked the caller for their interest.
- Thanked the caller for their business.
- Thanked the caller for their loyalty.
- If nothing else, thanked the caller for calling.
Shift + .
- Next steps clearly explained.
- Next steps means the caller knows what to do next.
- Next steps given so there's certainty.
Shift + E
- Good ending. Checked for anything else to help with.
- Good ending. Thanked the caller.
No 3rd person
Shift + R
- No 3rd person references like "they", "theirs" or "them".
- No 3rd person. Talked as if working directly for the company.
- No 3rd person. Made it sound as if the company's employees are close by.
Shift + G
- Good greeting. Gave the company name.
- Good greeting in a friendly voice.
- Good greeting. Gave agent's name as last word spoken.
Shift + X
- Good explain. Made the answer clear.
- Good explain with words the caller understands.
- Good explain by sticking to the written explanation.
- Good explain by staying on topic.
Good name use
Shift + N
- Good name use. Avoided "Sir" or "Ma'am".
- Good name use with "Mr", "Mrs", or "Miss" used if only last name is known.
- Good name use. Used caller's name during the call.
- Good name use. Used the caller's 1st name — if they asked for it to be used.
- Good name use. Used the caller's name during the call.
Shift + W
- Didn't wander. Used the wording in the script.
- Didn't wander or skip steps in the script.
- Didn't wander. Used the script, rather than making it up.
Shift + P
- Well paced. Didn't sound hurried.
- Well paced. Speaking at a good speed.
Shift + L
- Quick lookup using the search tools.
- Quick lookup. Remembered where things were.
Shift + J
- Clear. Avoided slang.
- Clear. Avoided local expressions.
Shift + V
- Good volume. Projected voice into the microphone.
- Good volume. Not too loud.
- Good volume. Not too quiet.
Shift + Y
- Friendly and spoke with a smile.
Shift + I
- Interested and actively listening.
- Interested and used rapport words.
- Interested and enthusiastic.
- Interested and made an effort to personalize the call.
Shift + H
- Professional. Sounded focused on the call.
- Professional. Demonstrated competence in solving the problem.
Shift + K
- Calm. Didn't react to the caller's criticism.
- Calm. Didn't express frustration.
Shift + C
- Confident the problem could be resolved.
- Confident. Spoke with authority and exactness.
Shift + M
- Good manners. Talked respectfully.
- Good manners. Used "please" and "thank you".
- Good manners. Began requests with "may I...".
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