QA: Eanhncmnt Attrbt

We are shifting our focus and priority to Customer Experience than Customer Service.

• Yes
• No

Why are we shifting our focus to Customer Experience?

• Customer experience is concerned with the holistic impression a customer forms
• Customer experience considers factors such as service quality and Xendit's image
• Customer experience tackles the emotional impact of interactions.
• All of the above

Why is enhancement attribute important?

• They beyond basic performance metrics and address the interpersonal skills and proactive measures that enhance customer satisfaction.
• They foster continuous improvement and promote a customer-centric approach among agents.
• They involve transactional interactions.
• All of the above

How can agent proactively listen?

• Take the customer's concern at face value
• Read between the lines
• Check chatbot or interaction history
• All of the above

Empathy and Reassurance work together to meet the customer’s emotional needs upfront

• Yes
• No

What are tips on how to provide proactive solutions?

• Identifying Potential Fraud Risks
• Educating on New Features
• Appropriate lightness and gentle humor
• Assisting with Integration Challenges

It's best practice to be openly transparent and say “That’s not possible.” to customers.

• Yes
• No

What are our goals in having Enhancement Attributes?

• To shift agent mindset and culture to customer-centric and to foster continuous improvement
• To give agents a hard time just because we feel like it
• To just spice up our CS lives
• To strive for perfection

What is the new weight distribution for QA attributes?

• Hygiene - 70pts Enhancement - 30pts
• Hygiene - 20pts Enhancement - 80pts
• Hygiene - 60pts Enhancement - 40pts
• Hygiene - 50pts Enhancement - 50pts

Below is the new QA tiering condiiton: Tier 1 - >= 90 Tier 2 - >= 75 Tier 3 - < 75

• Yes
• No