Quality For All - November 2020

Quality For All - November 2020

Quality in a Nutshell

Call quality measures the efficiency and effectiveness of conversations between customer service representatives and customers. High-quality calls are polite, professional, understanding, timely, and solve the problem at hand.

Quality Skills

• Active Listening

• Empathetic

• Positve Attitude

• Personable

• Rapport Building

• Providing Correct Information

What is Empathy?

Empathy is a very important quality of a successful call center agent. A warm and friendly approach will go a long way to developing a good rapport with a caller. An agent must be able to convey a genuine understanding of a customer's concern and ensure them that they are being heard.

Empathy Phrases

• I completely understand how frustrating that can be.

• I really appreciate your patience.

• I am truly sorry to hear about the experience you had.

Multiple Choice

What is a good example of of great quality?

• Active Listening

• Call Control

• Empathy

• Rapport Building

• All of the above

Ownership of the Call

Ownership is being thorough, showing empathy, addressing all issues raised and using probing questions/FAQs to resolve issues that may aris, educating callers, setting expectations and providing individual attention.

Verifying your Caller

Verification of all existing PUA claimants is an extremely important step in the call process. Please remember to always ask the claimant for the last 4 digits of his/her social security number (NEVER the entire social) along with their name and verify the spelling. Additionally, we will ask for 2 more pieces of information such as the mailing address, the phone number or the email address.

Scenario: Verification

The caller on the phone tells you that he can't remember the email address he used, the phone number is wrong and when he verifies the mailing address is missing the apartment number.

Multiple Choice

True or False: You can go ahead and just speak with him and worry about the "wrong information" later and change his email address, tell him the apartment number that was missing and change the phone number.

• True

• False

Probing Questions

When speaking with a claimant, we may want or need more information so that we are able to better understand the situation or can assist them with their issues. Probing is asking follow-up questions when we do not fully understand a response, when answers are vague or ambiguous or when we want to obtain more specific or in-depth information.

Examples of Probing Questions

• Did you upload your tax documents?

• What type of device are you using to upload your identity documents?

• Are you able to log onto your account?

• We sent you correspondence on November 4th - are you able to see it?

Asking a claimant to please hold

• Please remember to ASK them if you can place them on a brief hold.

• Advise them why you are placing them on hold.

• Please check back with a claimant every 60 seconds.

• When you return to the line after having had the claimant on hold, please thank them for holding and for their patience.

Multiple Choice

Probing questions help you

• Fully understand a response given by the claimant

• Obtain more in-depth information

• Assist with vague responses

• All of the above

Multiple Choice

When placing a caller/claimant on hold, we would ask you to check back with them every__________.

• 2 minutes

• 90 seconds

• 60 seconds

• 4 minutes

Recap / Restating / Call Closing

• Please remember to recap or restate what you did on the call - what questions were answers or what the next steps will be for the claimant

• Please remember to ask "What else can I help you with today. We want to make sure we ask an open-ended question and NOT a closed-ended which will yield only a "yes" or "no" answer.

• Close by thanking them for calling "Thanks again for calling the Ohio Pandemic Unemployment Assistance Center... have a great evening."

Multiple Select

Recapping the call is an option - you only have to do it if you feel ike it?

• True

• False

Multiple Choice

A recap can include:

• The discussion points of the call

• Anything instructions discussed

• Any next steps for the claimant to take

• All of the above

Multiple Choice

Open-ended questions are questions that allow someone to give a free-form answer. Closed-ended questions can be answered with “Yes” or “No,”

• True

• False

Open Ended

Please type your closing here:

Don't forget to use your resources

• Darwin

• Frequently Asked Questions

• Resource Guides provided by management

• Deloitte Newsletters

• Training Material

• Your own notes and reminders

Open Ended

What is your favorite resource(s) to use and why? Why do you think resources are important?

Quality Coaching

• Supervisors will provide you with the opportunity to listen to a graded call

• Grades and explaination of the grade will be given and you will have a coaching plan presented to help you improve your challenge areas and excel even more in the areas where you already shine

• If you feel that you need extra resources or job aides of any kind, please reach out to your supervisors or Operations Managers

Open Ended

What would make your one on one time and coaching experience even better?