Quality Assurance Evaluating Performance

Quality Assurance Evaluating Performance What is Quality Assurance? Quality Assurance is monitoring and evaluating customer interactions to ensure consistency, compliance, and alignment with company goals. This improves customer satisfaction and our overall performance.

To do this, we use a combination of results from external customer surveys and internal agent evaluations.

The 1-800-Flowers.com Family of Brands strives to provide amazing customer service. We closely monitor performance to ensure we're doing that - and learn how to make corrections if we're not.

CSAT Surveys In order to improve customer experience, we must effectively measure our interactions with customers. To gauge customer experience, it's important to know:

What metrics inform us about customer experience? How do we measure these metrics? What helps us improve on the results?

Customer Satisfaction Score (CSAT) Surveys are used to monitor and measure our performance not only as agents, but also as a brand. We survey our customers for feedback to determine how we are doing as a company.

CSAT surveys help us understand how customers feel, and how we are doing in meeting their needs.

What does this survey look like? (KA-03559

CSAT Scoring Our CSAT scores are converted to a percentage for evaluation purposes. This helps provide a more complete view of customer satisfaction:

Percentage Scale: Converts your individual CSAT score of 1 - 5 into a percentage (CSAT Score ÷ 5) × 100.

True Satisfaction: This average of all agent scores measures the percentage of satisfied customers. (Counts of 4’s and 5’s ÷ total survey responses × 100).

For context, in the retail industry a strong CSAT score typically ranges from 70% to 90%. Our goals for agents during the holidays range from 90% - 95%.
By using these measures, we’ll gain a clearer picture of what our customers are experiencing, and where we can focus to drive improvements.

Want to know more? See KA-03693 for a more detailed breakdown on CSAT scores and customer satisfaction measures.

Net Promoter Score On a CSAT survey, Net Promoter Score is the first thing we ask for. It tells us how likely it is that the customer will recommend us to a friend. Do they encourage others to use our products, services, or company? NPS is measured from 0 (Not at all likely), to 10 (Extremely likely). It reflects the entire customer experience, from their first moments browsing our website to the resolution of any customer service issues after delivery - and everything in between. That includes us!

Satisfaction Breakdown

Satisfaction is measured by the next two questions. We ask the customer to rate whether they are Satisfied, Dissatisfied, or Neutral with the overall service, and also, with their specific agent.

Great service is more than just one thing! The customer's complete experience ties directly into how they feel about the service provided by us, the agents.

What we ask? Part of a survey sent to a customer. What we get? One week of results - 76% positive and 20% negative. Can we improve this? How What we accomplish? Satisfaction is impacted by how well you interact with, service, and connect with your customer.

Positive results start with us, the agents!

Delivering Excellence Each of us can make a positive impact on all of these metrics, by:

Showing consistency through every interaction, and Offering quick, efficient, professional service

Keep this in mind as you continue to serve our customers and deliver smiles.

Agent Audits Our total performance is rated on more than just CSAT scores. We also audit interactions. Audit scores highlight your strengths, and also reveal areas where you can do even better.

Quality: the Quality Goal focuses on audit results. Compliance: the Compliance goal broadly evaluates agent adherence to our processes and procedures. The Enterprise Monitoring Guide is available in the Knowledge Articles as KA-03500. Favorite this one and review it regularly, to ensure you're in touch with the latest requirements, goals, and best practices!

Enterprise Monitoring Guide 1 Where do we find it?

2 Why do we use it? The Enterprise Monitoring Guide was created to provide guidance and understanding of the Call Quality Monitoring Form and its role in evaluating agent performance.

Both of these incorporate the philosophy of Excellence Plus Service. Together, they serve as a tool to measure compliance and gauge our performance on each customer interaction.

After we evaluate, we share what we learned with you, to know what you did well, and learn where to do better.

Let's look the Guide over in detail. Plan

Where do we find it? 2 3 4 5

Opening/ Greeting This section reviews whether you used a standard greeting, captured all verification information, and thanked the customer by name for validating/providing their verification information.

It is key to establishing a connection with the customer, and includes the required steps to begin the interaction, greet the caller, and set the tone of the interaction in a professional, personable and courteous manner. Using the callers's name is a great way to build connection!

Verified "I see you are already verified in our system, may I call you Susan?" Unverified "Thank you, Susan, for verifying your information today." Ka-01610 and KA -02956

Listening Skills This section asks whether you avoided unnecessary repetition, avoided interrupting the caller, and clarified the caller’s issue (reiterated inquiry for understanding).

This covers the active listening skills required to assist the customer effectively. To do well, you need comprehension, no distractions, and especially, avoid formulating an opinion prior to listening to the customer’s complete inquiry.

Good clarifying statements convey that you're listening, and most importantly, ensures that we understood the customer's needs correctly.

Clarify - Sales "I'd love to help you find the perfect birthday gift!"

Soft Skills/ Emotional Connection This section reviews whether you used an appropriate celebratory/ empathy statement, appropriate tone of voice, good pacing, and proper clarity of speech.

This section is key to building a rapport with the caller and establishing an emotional connection. These are the attributes which enable you to interact effectively with the caller.

A celebratory statement shares in our customer's joy and builds connection. An empathy statement acknowledges the impact on the customer, and affirms that we are ready to help. Celebratory A 50th anniversary! What a milestone! Congratulations to your parents!" Empathy "I am so sorry your order arrived damaged! I'd be disappointed too."

Interaction Handling Skills This section assesses whether you took ownership of the call, utilized proper hold techniques, and overcame the caller’s objections. It offers tips on managing interactions to provide excellent service, focusing on time and completion.

Objections "I would be concerned about shipping perishables in hot weather too! We guarantee our products, so you can shop with confidence." Proper Hold "May I put you on a brief hold while I get this information for you?"

Assessment/ Resolution Skills This section reviews your assessment and resolution skills. We're measuring three things:

Did you follow our guidelines? Did you use the tools that are available? Did you find the right answer for the customer, and apply it for them the right way? Good assessment and resolutions are key to fast,accurate service! Assessment The easiest way to think of Assessment is this: How well did you use your Resources? Knowledge articles, CSI steps, and other tools are your guide to determining the correct resolution, no matter what your caller needs. Resolution Resolution is about applying what we learned from Assessment.

Does an Article or CSI step direct you to take action on the order? Do so! Did you tell the caller you would take an action, like issue a refund or call a recipient? Make sure it gets done. This ensures that customers can rely on us to receive the care and service we promised, and they deserve. You can earn bonus points for successfully completing a Sale on a Service Call. Example: You resolved the customer’s service issue and then offered a relevant product or service, leading to a successful sale.

"You mentioned our shipping fees earlier – we do have Celebrations Passport available right now, on sale for just $19.99! This fantastic programs covers your standard shipping and service fees for an entire year for just that one low price. Would you like to sign up now?"

Cross Sale/ Revenue Item This section reviews whether you made required sales offers: Harry and David Add-ons/upsells Personalized greeting card Telephone Special

All brands: Celebrations Passport

Cheryl's Cookies and The Popcorn Factory Wrapups Bonus points This supports Average Order Value, presents an opportunity to assess the customer’s gifting needs, and provide them with additional products and/or services to meet those needs. Add-On "To really make her smile, we can include an adorable teddy bear or a bright shiny ballon for just [price], would you like to include this with your order?" Don't forget to ask for that sale! Wrap-up / TSP "To thank you for ordering today, I can give you $20 off of our box of 36 delicous Buttercream Cookies, just $39.99! Who would you like to send these to?"

You can earn bonus points for offering multiple Add-ons and successfully completing the sale.

For example: “Would you like to add a bottle of our delicious sparkling pear cider for only $7.99 AND a box of our amazing truffles to complement the cider, for only an additional $29.00?”

System Requirements/ Technical Skills This section evaluates whether you accurately captured all system information, took all necessary actions, used correct coding, and provided accurate order notes in all applicable systems.

Your technical skills and integrity are demonstrated through your adherence to policy and accurate system processing. These requirements vary somewhat across brands - check your Enterprise Monitoring Guide for complete details.

Actions A summary of Necessary Actions: If procedures instructed you to take a specific action, did you do so? If you told the caller you would do something, did you get it done?

Again, see the Monitoring Guide for more specific information and examples. Order notes A good order note briefly, and accurately, states what was done for the customer.

"Customer reports their order arrived damaged. Offered redelivery, and set this up for the soonest available delivery date of October 2nd. Customer agreed and is happy with this resolution."

Close of Interaction This section reviews whether you confirmed and summarized the resolution and next steps for the customer, asked if the customer needed additional assistance, and used the proper closing. This section wraps up the call. By taking these three steps, we ensure that the customer understands what happens next, and provide one-call resolution by caring for any additional needs in the same call. Finally, our warm closing ends the call on a positive note. Summary "To confirm, I have set up a redelivery for your sister's flowers, they'll arrive tomorrow. We're also sending you a $15 Savings Pass as a further apology for the missed delivery today." Assistance "Is there anything else I can assist you with today?" You can earn bonus points for providing additional information regarding self-service options.

For example: If a customer was asking about tracking information, the agent not only resolved the issue but also guided them to the self-service portal for future tracking inquiries, ensuring the customer felt empowered.

You can earn bonus points for providing additional information regarding self-service options.

Zero Tolerance The ACE Guideline stands for Accountability, Consistency, and Ethics. As a Customer Care Team, our goal is to deliver Amazing Customer Experiences.

This commitment requires our team to engage with customers through Accountability, Consistency, and Ethics, in addition to following established guidelines and procedures. Failure to follow these established guidelines and procedures could result in disciplinary action up to and including termination.

ACE Guidelines KA-01499 Monitoring Guide This is the section of the Monitoring Guide defining specific actions that result in a 0% score. KA-03500

Bonus Points The last section in the Call Monitoring Form is for Bonus Points. We've seen these in tooltips throughout this lesson; let's summarize them. These bonus points are awarded when the agent successfully executes one or more of the behaviors below:

Agent offered multiple add-ons and successfully completed sale. Agent provided additional information regarding self-service options. Agent successfully completed a sale on a Service call Additional Information Bonus points are awarded for Additional Information when we clearly explain the self-service options, tailor the information to the customer’s specific needs, and emphasize the convenience and ease of use. For example, your customer calls to check on tracking for their order. We can guide them to the self-service portal for future tracking inquiries, explain how to access it, and ensure they feel empowered to use it.