QUALITY

• means providing the best service that satisfies the fan's needs to promote first-contact resolution and fan satisfaction during voice and digital interactions.

EXPECTATIONS AS AN FSR (fan support representative) we are expected to provide the best service possible by understanding the fan's needs, not just what they ask for. address all concerns using the most appropriate macro and editing to add or remove info where needed to digital interaction. use tools to provide accurate and complete info to promote first contact resolution and fan satisfaction during voice interaction.

QE FORM SKILLS GIVE THE FAN T EXPLAIN THEIR SITUATION BY NOT TALKING OVER THEM

PROCESS ADHERENCE I GREET THE FAN 5 SECONDS ONCE THE FAN COME THROUGH

COMPLIANCE ACTIONS I ASK THE FAN FOR THE RIGHT INFORMATION TO COMPLY WITHOUR SECURITY PROCESS.

ratings and interpretations 0% non-compliant - fall under coach of compliance actions section of focus for all attributes 1-79.99% - needs improvement

80-95.99% - meets expectations

96-100% - exceeds expectations

coaching session what did you do well on this interaction? what have you improved on since your last evaluation? what do i plan to improve on for my next evaluation?