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QA Checklist

This is almost an exact copy of the sheet that QA uses to monitor our calls - use the following page to check off each section of the QA checklist. When you are done, click the "Rate Me!" button to see how many areas you successfully covered along with a percentage. Be warned though, this is NOT scored the same way that QA scores us - it only tells you what percentage of the areas you covered!

Opens the call:
Uses appropriate greeting
Creates support log
Verify account information
Identifies Subscriber's Needs:
Confirm subscriber's request
Questions appropriately
Exhibits active listening skills
Utilize resources to identify problem
Relates customer issue to probable cause
Resolves Problem:
Creates problem statement
Sets time expectations
Follows appropriate policy/procedure
Stays within support boundaries
Controls call flow
Demonstrates product knowledge
Provide clear, accurate solution
Handles call efficiently
Retention
Confirms subscriber understanding
Supplies Information:
Refers subscriber appropriately
Summarize Finding
Gather appropriate information
Confirm cancellation
Provides Customer Service:
Represents Microsoft favorably
Uses "We" statements
Shows courtesy/respect
Remains upbeat/positive
Builds rapport
Establishes credibility/confidence
Shows empathy
Closes the call
Confirms resolution of issue
Ends call on a professional note
Thank subscriber / brand close

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