Quality Framework

TRUE OR FALSE: Mastery Level, Compliance, and Critical Process are to be combined to get an overall QA score.

• True

• False

• I am unsure.

As a department, CNX is expected to be at __% pass rate.

• 60%

• 65%

• 80%

• 85%

What is the passing rating for Mastery Level?

• Skilled+ on both Understand and Do questions.

• Skilled on both Understand and Do questions.

• Either Understand or Do should be at Skilled+.

How do we compute for the Mastery Level pass rate?

• Number of Evals at Skilled / Total Number of Evals

• Number of Evals at Skilledd+ / Total number of evals

• Number of Evals at Skilled+ / Number of evals below Skilled+

What is the passing rating for an agent with 60 days (2 months) tenure?

• Learner

• Evolving+

• Skilled

• Skilled+

Scenario: An agent was able to address all cues directly related to the reason for the call. She also followed infoTU and used sufficient questioning to understand the customer's enquiry. The call resulted to all concerns being addressed and the customer was happy about it.

What is the agent's rating on Understand?

• Evolving

• Skilled

• Proficient

• Specialist

What are the two questions in the quality framework?

• How well did we investigate the account?
  
  Did we do what we said we would do?

• How well did we ask questions?
  
  Did we complete all necessary actions?

• How well did we understand the customer's enquiry?
  
  Did we complete all necessary actions?

• How well did we understand the customer's enquiry?
  
  Did we do what we said we would do?

Amalyn has the following QA evaluations for Mastery Level in February:

Audit 1: Skilled - Skilled
Audit 2: Skilled - Evolving
Audit 3: Skilled - Proficient
Audit 4: Learner - Evolving

What is her EOM Mastery Level Pass rate?

• 75%

• 25%

• 50%

How many calls are evaluated for Care Bay agents?

• 4

• 3

• 6

• 5

What is the best action to take in helping improve an agent's Mastery Level pass rate?

• Constantly tell the agent that he needs to pass the 85% target by EOM.

• Conduct weekly coaching based on the MTD numbers.

• Try to identify the root cause for not meeting the expectations and coach the agent based on the root cause.

• Ask TQ to refresh the agent on the quality framework.