What does EMEA stand for?

• Eurasia, Middle East and Africa

• Europe, Middle East and Africa

• Europe, Middle Europe and Asia

• Europe, Middle East and Asia

Our EMEA Customer Service teams interact with an Owner every

• 5 seconds

• 10 seconds

• 15 seconds

• 2 seconds

This new scorecard will help us improve

• Our NPS

• First time resolution

• Our AHT

• The owner's experience

What is considered as a Quality Autofail (QAF)?

• Advising the customer to call us back later if he can't do VSE

• Informing a customer about the Demo Store opening hours without opening a case in SF

• Not offering collection on request (ESD) for an RTB

• Not using Resolve for a Troubleshooting call

What are the initials of the new Quality Scorecard Sections?

• CARE

• DARE

• AWARE

• REPAIR

A worrying call will be considered as a Quality Autofail

• True

• False

The new scorecard will implement

• Different score criterion for every channel (SM, Call, Chat, Whatsapp, Email and Marketplaces)

• A consistent score method adapted to all the channels

• A new scoring system correlated with NPS

• A lot of changes to solve an issue without using Resolve

Choose the correct answer

• When we solve an issue 3rd time round, NPS increases

• When we solve an issue 2nd time round, we have more Passives than Promoters

• We have more detractors when we solve an issue 1st time

• NPS decreases significantly when we solve an issue 3rd time round

The new scorecard target is

• 70%

• 75%

• 80%

• 85%

This training was about...

• The V12 Slim

• Understanding the new Quality Scorecard

• Creating a consistent Customer Service Experience thanks to the new scorecard