PQC Review

In the case details, an agent notes that the caller is calling about immigration law. The pro flags the call, stating that this was not enough information. What would be the root cause?

• Agent Mistake/Information Handling

• Pro Expectation/Pro Oversight

• Instructions/Instructions Improvement

• Agent Mistake/Lead Qualification

What is the root cause and main concern?

• Agent Mistake/Information Handling

• Pro Expectation/Pro Oversight

• Agent Mistake/Identification & Disposition

• Instructions/Instructions Improvement

________ covers the errors or omissions in the quality and clarity of the information that the agent provides to the caller or chatter, such as product or service details and policies.

Caller mentions being criminally charged with domestic violence. The agent selected Family Law instead of Criminal Law. The pro practices both. What would be the main concern?

• Information Handling

• Lead Qualification

• Lead Disqualification

• Identification & Disposition

An agent notes a caller's DOB as 12/11/97 instead of 12/11/87. What would be the main concern?

• Lead Qualification

• Information Handling

• Communication & Call Control

• Identification & Disposition

What is the root cause and main concern?

• Agent Mistake/Information Handling

• Agent Mistake/Lead Disqualification

• Pro Expectation/Pro Oversight

• Agent Mistake/Schedule & Intake

________ focuses on agent mistakes in following the call flow. This includes things like clicking the wrong instructions, skipping steps, or deviating from the script.

What is the root cause and main concern?

• Pro Expectation/Pro Oversight

• Agent Mistake/Lead Qualification

• Agent Mistake/Information Handling

• Not a PQC