Quality Assurance Feedback form

Quality Assurance Feedback Form 

Call center quality assurance is a process which ensures that your results in terms of customer service match your desired outcome.

Any call center aspiring to provide exemplary customer service must closely monitor performance to gain meaningful insights. Satisfied customers and great customer service result from a cycle of data collection, analysis, training, and improvement. In other words: quality assurance.

Dealing with Anger

Dealing with Anger

It’s important to know that in any call centers there are different types of customers. As an agent, it’s important to take into account the different ways of dealing with angry customers it’s important that as an agent have the necessary patience and ability to help the customers. Every day most agents receive at least one call from a customer to receive a complaint, service or product. When a customer’s calls and is anger as an agent they always have to have that subtle posture and be able to give a solution to the customer.

It is for that reason that if a good interaction is managed between the client, it can lead us to a successful solution or lose the client, that is why it is important to know how to handle our emotions.

The use of intonation to express emotions is quite important and more if you are on a call with a furious customer, the use of proper intonation will contribute to better communication with the customer and a possible successful solution.

  

Documents

ID CARD 

 we know that ID is a public document that contains personal identification data. This document allows the citizen to identify himself in all the scenarios or areas of relationship within society. Nowadays the identification is an important example of them are the driver's licenses, the passport or identification in the bank among others.

CREDIT CARD

a small plastic card issued by a bank, business, etc., allowing the holder to purchase goods or services on credit. A credit card allows you to borrow money to buy things. There can be a cost of borrowing that money (you might pay interest and fees).

 SOCIAL SECURITY 

A social security card has benefits and it is important that citizens have it because social security helps to keep a correct record of their salaries or income from work on their own.

Private and Public Information

   


                 

                                     PRIVATE AND PUBLIC INFORMATION

   Public Information

 Common public information  that agents ask 

• Name
• Age 
• Marital Status
• Badge number
• Occupational 
• Email

 Private Information

Common private information that agent ask 

• Driver License 
• Address
• Telephone
• Birth Date
• Credit Card
• Social Security Number
• Account Number 

THE IMPORTANCE OF GIVING CLEAR INSTRUCTIONS

      

   



                                                 

                       THE IMPORTANCE OF GIVING CLEAR INSTRUCTIONS

It is important to be able to give clear instructions and especially when working in a call center this has to be a skill. since the agent usually has to explain some processes to the customers to be performed in this work there are different ways to give instructions, it depends on the needs of the customers and in this way the agent can solve it.


As a call agent, the use of giving instructions using imperatives is important because it is a way that facilitates the communication process between the agent and the customers. We know that the imperatives verbs that are frequently used to explain steps or a process to follow. But sometimes this is usually very direct and can be uncomfortable. but there are other techniques to continue maintaining a good relationship with the client that is known as Softeners are techniques or strategies that are carried out so as not to be so direct, that is to say, they are phrases that send a message in a way that the customers feel good and the communication between them is more pleasant.

RETURN POLICY

Walmart Return Policy

According to Walmart's return policy, they will exchange, refund or repair your purchased item as long as it meets the following guidelines.

Walmart will accept returns within 90 days after purchase. This applies to all products, with a few exceptions, such as the following:

Electronics including but not limited to computers, camcorders, digital music players, and GPS units must be returned within 15 days with receipt

Airbeds that are not defective must be returned within 15 days and, if used, will only be exchanged for an airbed of equal or greater value

Tools of outside use, such as lawn mowers or power washers, must be returned within 30 days with a receipt

CDs, DVDs, and video game cartridges follow the 90-day return policy, but must be either defective or returned unopened for a refund or exchange

Perennials, trees, and shrubs may be returned within 1 year of purchase with a receipt

Walmart does not require a receipt to facilitate your returns, except for the exceptions mentioned above. Any items may be exchanged. For purchases under $25, you may choose to receive a cash refund instead. For purchases over $25, you may choose a store shopping card for the amount of the purchase.

THE IMPORTANCE OF UNDERSTANDING CUSTOMERS

 THE IMPORTANCE OF UNDERSTANDING CUSTOMERS NEEDS AND                                BACKCHANNELING

During the class, we were discussing about the importance of the idiom in the call centers and how this helps to have a better communication or to express better the ideas for the understanding about something. We also talked that idiom is often used by native speakers because it is a way to express their ideas better and to be understood. We also talk about the importance of meeting the client's needs and focusing on quick and presidential solutions, especially looking for or having strategies for customer satisfaction in order to achieve it with the greatest efficiency.

In classes, we were talking about backchannel is a way or strategy that helps to keep track of a conversation. The backchannel is a strategy that implies that the caller is being listened to. Are expressions that imply that the person is paying attention.

IDIOMS📚📝

Idioms 

Piece of Cake' is used to describe something that is very easy to complete.

 Example:  She said the test would be difficult, but it was piece of cake.

kill two birds with one stone  is used when we solve two problems with one single action.

Example: I read the newspaaper while sipping my morning cup of coffee, I kill two birds  with one stone.

In the long run 

far away in the future.

Example: To make this project successful in the long run, they will need more partners. 

Can’t judge a book  it’s Cover. 

you cannot know what someone or something is like just by looking the person or thing’s appearance.

Example: that man may look very small and insignificant, but don’t judge a book by it’s cover.he’s  a very powerful  man in his circule.

Cry over split milk.

to be upset about things that have already been done. 

Example: Raul  was unable to accept the reality of his  divorce. He was crying over spilled milk. 

Taste your own medicine 

 when someone gets the same bad treatment that he has been giving others.

Example: If  he does not change his behavior by reasoning, he's going to get a taste of his own medicine.

Whole nine yards

Example: It was an adventurous tour, but we didn’t go the whole nine yards. 

Up to someone

Decided  by someone.

Example: it's up to you if you want to stay or leave.

Call it a day 

Stop doing something, especially working.

Example:  I’m getting  a bit tired now let’s call it a day.

Safe bet: means something that will probably happen.

Example: It’s  a safe bet  that smartphones will be much more avanced in 5 years.

State of the art:  is state  of the art is modern and technologically avanced.

Example:  we have a brand new, state of the art facility.

On the ball : means to be alert and aware things.

Example:  if someone is on the ball, they  are very alert  and aware of what is happening.

Win- win situation  is situation  where everyone  involved gains something.

Example:  we were happy  to get  the contract, and they were hapoy  to get such  a good price. It was a win – win situation.

Blessing  at disguise

something that is bad at first, but later results in something good.

Example: 

Losing that job turned out to be a blessing in disguise for him as it forced him to plunge into business.

cost an arm and a leg 

Very expensive.

Example: This dress is really nice, but it cost me an arm and a leg. 

Out of the blue

something that happens without anyone having prior knowledge of it. 

Example: Junior running away from home was out of the blue.

Questions 

Types of questions we use in call centers

YES/NO QUESTIONS

-Do you have credit card?

-Are you comfortable with night shifts?

WH QUESTIONS

-What is your ID?

-What is your phone number?

 

DIRECT QUESTIONS

-Could you tell me what time it is?

-Could you tell me what hotel you would like?

TAG QUESTIONS 

-Are you ready to buy isn't it?

-have you bought things online before?  Don’t  you?

NEGATIVE QUESTIONS FOR CONFIRMATIONS

- Hasn't the manager came to yet?

- Doesn't he come with his family?