QA time 12/1

QA ROLLOUT

QUALITY TEAM - 18F FLOWER 5

FACILITATOR- QA SPECIALIST JO ANN LYN ABAN- SENIOR QUALITY ASSURANCE MANAGER LHORIE JEAN CRUZ GLYZA HAPPY BARLAN

MAIN CATEGORIES

1. OPENING/GREETING
2. LISTENING SKILLS
6. CROSS SALE/ REVENUE ITEMS
7. SYSTEM REQUIREMENTS/TECHNICAL SKILLS
8. CLOSE OF CALL

BONUS POINTS(6 PTS.) 2 points each A. AGENT OFFERING MULTIPLE AD ONS

• floral orders only -name, price, flowering words B. AGENT PROVIDE ADDITIONAL INFO. SELF SERVICE OPTIONS
• WEB: 1800flowers.com
• tracking order
• sales or service C. AGENT SUCCESSFULLY COMPLETED A SALE ON SERVICE CALL
• to make sure demonstrate excellent timing
• able to place passport to gain points

CATEGORY DESCRIPTION AND EXPECTATIONS

1. GREETING/ OPENING SPEILS service:

• use correct branding
• practice pronouncing brand names
• we need to use our first name -verify credit card of the customer
• we will mask only the credit card and expiration
• just take note the name -recipient name and the delivery date
• in comes to package return policy regards or keep the item -passport member just need a name and customers number
• single question in verifying info.

Chat template:

• proper format
• proper greeting, hello.
• capture verification to ensure we're speaking to the actual customer
• if the customer provide detail ( not mark)
• feel free to inform your TL
• double check if the call was deleted
• we do not over mask our call ( will mark us of) -assist them placing order online
• we are not allowed to get their credit card info.
• CVV number (no)

THANKING THE CUSTOMER -first name basis

• professional tone -we cannot always say customers name

1. LISTENING SKILLS -its ok to have notes to avoid repetition -avoid interrupting the caller

• say sorry for accidental speaking while the caller is speaking -make sure to clarify
• hit specific information -take ownership - we are not speaking negatively
• be apologetic -proper hold
• asking for another hold
• educate our customer if ever we need to call a hold
• give updates
• offer alternatives

EMOTIONAL SKILLS/ SHOWING SYMPATHY

• how we deliver sympathy , sentiments
• appropriate tone voice
• avoid dead air , not exceed 15 sec.
• 30 sec sending your opening script.
• proper clarity of speech
• don't use jargons
• wrong grammar are ok but not every day

chat:

• don't send a short emails
• will sounds through call or chats
• professionalism
• responds within 2 min.

ASSESTMENT

• make sure to review order notes RESOLUTION
• offer a re delivery

6.CROSS SALES/ REVENUE ITEMS

• sales offer
• a minimum ad ons should be offered
• add multiple ad on as long there still have
• passport offering

1. SYSTEM REQUIRMENTS/TECHNICAL SKILLS

• make sure that all the information is accurate -we need to obtain all in the welcome screen

-talks un necessary actions -you need to educate you TL foe full refund -use of correct coding -accurate order notes, why they reach out?

• you need to indicate third touch

1. CLOSE CALL/WRAP UPS THE CALL -saving passes $15 -needs additional assistance

• select proper coding

DO NOT CALL(DNC)

• if we're contacting florist -we cannot send if tGPT

AGENT AUDIT REVIRD& save and close

ACCOUNTABILTY ,CONSISTENCY & ERHICS GUIDLINES -agent was rude +tells back +if the customer is being abusive we can turndown the call -agent performance actions that display/reflect work avoidance + if the agent hung ups + is use of hold or wrap ups -agent transfer without notice + use warm transfer -agent denies the customer request to peak with a supervisor -agent mislead the customer in a manner that isn't truthful or handles the order negligently. -agent use the supervisors without their approval

• agent improperly misuse compony promotions codes etc.

SOP &NNO -repetitive behavior of agent -incomplete notes -failure to do call outs -blind

• follow the correct voice male -the tone -agent deleting unresolve issues -confidentiality when releasing info.
• we need da consent