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
3.
4.
5.
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

2. 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

7. 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


8. 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