Kroger Operations Talk / QA

KPI's (Key Performance Indicators)

• Quality - 90%

• (1 audit for week / 4 audit for 1 month) (Within 20 seconds provide the Opening spiel // 2 minutes holding time)

• Attendance - 95%

• Show Up! ♥

• Seampay - Five9

• Log in 5 days before the shift

• Offset (Reserved for ISP/Device Interruption)

• 1 Offset per month

• 4 occurrence Verbal coaching

• 5 occurrence - NTE

• 6 occurrence - NTE

• 7 occurrence - Final Written

• 8 occurrence - Subject for termination

• AHT - 500 seconds (Probations)

• 3 factors that will

• Talk time, Hold time , ACW (Sum / number of calls)

• Manage call (Do multitask)

• CSAT - 90%

• PCS (Post Call Survey) Use the standard spiel but still depend on the case. If not applicable with cx's concern, still offer the survey

• Release the call 6:1

• Agent disconnect percentage

• Tone of voice (How you are assisting the customer)

• Billable - 92%

• Productivity hours

• Phone time only

• Punches (Seampay vs Five9)

• Extend same day only

• Advise the UM in case you forgot to log in

• Unauthorized Log-out

• Scheduled OT (You need to complete the 7.5 hours)

• Adherence - 85% -- Follow the schedule (Break - Lunch - Coaching - Meeting)

Midterms - 3 months performance (Operational - KPIs & Behavior Attribbutes)

QA Talk

QA Form

Interactions

1. Did the agent use the proper greeting?

2. Did the agent verify the caller's name, alternate ID, email add, phone number and/or additional info as well? (Gather all the information)

• Customer must be under the account or Authorized user
• If not AU, call the Primary household

1. Was a case number offered?

• Educate why and where you need to transfer the call.

1. Did the agent transfer the call correctly?

2. Did the agent explain the next steps?

• Provide store credit, explain how to use it
• If you add fuel points, educate total and expired date
• If refund, provide refund timeframe
• Shopper card, advised to contact us back to transfer all the fuel points

1. Did the agent use the proper closing statement release the call appropriately?

• if the cx banned in store, do not use it

1. If the call dropped was an attempt made to reach out to the caller and were notes added?

• Callback the cx if the call got dropped if you have the complete number
• Inform the UM as well in case you encounter system issue

1. Did the agent follow the correct steps for releasing a non-responsive call?

• Repeat three times
• Offer KCC number before releasing the call
• If you have the cx information, you may call the customer back.
• If there is a Pop up case, then have a mobile number, YES YOU MAY CALLBACK THE CUSTOMER.

1. Did the agent follow up with the caller as promised?

2. Did the agent avoid negative language around internal systems, tool, or partners?

3. Did the agent share only accurate, veriable information?

4. Was the contact handled correctly based on the available knowledge documentation?

5. Agent complied with WAH requirements for a quit, distraction-free workspace.

Documentation

1. Was a case created/updated?

• Search in AK "Case creation" to verify the contacts exemption.
• Create a case in every call

1. Did the agent select the proper contact type, line of business, reason, driver and closing action in their case?

2. Were all case text field out correctly?

• In case you process a refund, you may say "Process the $xxx refund; Added $xxx fuel points"

1. Did the agent capture the caller's name, and contact info?

5.Was the case number logged in KCI/EHH?

• Any changes must add the case number to KCI or EHH
• If two account is involve, both case number should be added to both account.

Auto ZERO

1. Agent used foul language
2. Agent used aggressive or condescending language directed at the customer.
3. Agent engaged in an inappropriate conversation topic including religion, politics, sexual nature and etc.
4. Agent used negative language around internal systems, tools or partners.
5. Agent created a potential liability issue.
6. Offers credit or refund were not processed.
7. Promised follow up actions such as email being sent or feedback being shared were completed.

• We will help you report the incident.
• Transferring the call even though you must handle the call
• Call riding (If you are about to transfer the customer, please transfer, do not wait on the call)
• Provide opening spiel within 20 seconds.
• Release the call within 30 seconds.
• To protect our customer security, were unable to provide such information without the full verification on the account.
• Store associate, get their EIUD BUT DO NOT PUT IT TO REP NOTE.

Customer Focus

1. Did the agent actively listen and confirm back to the contact the reason for the call?

• I understand that your calling about xxxx
• I understand that your calling because you failed to xxxxx

1. Did the agent assure the customer that they will assist?

• I'll be happy to assist you on that

1. Was the agent's tone/word use pleasant, friendly, and empathetic?

2. Was the agent professional and patient throughout the call?

3. Did the agent check back with the customer within 2 minutes of being placed on hold?

• If you don't mind me
• I'll be back in a bit, hang on.
• Thank you for your patience, I am still waiting for the available specialist and I am still on the queue.
• I need to update my customer in what we are doing, I'll be back soon.
• I am already talking with our specialist, and we are already working on it. Just

Create a case for product about pricing, damage, recall, expired (Store)

Comment about taste (Not yet expired but the taste is different) , packaging, color, appearance, smell about the product > For Transfer to Product

Issue = System Update