Quality Assurance

Why is quality important?

1. highlight common customer issues and improve communication for a more consistent customer experience

2. increased compliance with service level agreements that range from an average speed of answer to the percent of issues handled within the first phone call

3. reduces risks of wasted time

4. enhance customer retention rates

Equifax values

• As one Equifax, we worked as one aligned team while doing the right thing by holding high standards in our audits. This Say/Do attitude of driving excellent execution allows us to put Customers First by aspiring to be our customers' first call.

Agent Level Quality (QA) Areas

Non-Critical - Opening/ Call Handling Process/ Communication Skills/ Closing Consumer Critical- Impacts the customer experience. Business Critical- Critical to the business. Compliance Critical- legal/ regulatory requirements.

NON-CRITICAL Opening
Behaviors - Agent uses appropriate greeting and identifies themselves. Guidelines - Agent always greeted customer, branded the contact with Equifax, introduced self.

Call Handling Behaviors - Agent follows hold/ dead air expectations. - Followed escalation/transfer process. - Sales/Upsell attempt was effective Guidelines -Agent avoids unnecessary disengagement in communication.

Communication Skills Behaviors - Communicated with appropriate pace/tone/ pronunciation. - Built Rapport with consumer - Demonstrate active listening

Closing Behaviors - Agent uses appropriate closing at the end of the call. Guidelines -Agent proactively confirmed if customer has additional requests/questions within scope. Agent closed call with appreciation statement and branding Equifax.

CONSUMER CRITICAL Behaviors - Took all appropriate critical steps to solve the consumer issue (FCRA/FACTA) - Demonstrated knowledge of consumer's issue and how to solve. - Clearly explained resolution/ next step/ expectations (critical to resolution) (FCRA/FACTA) Guidelines -Agent avoids unnecessary disengagement in communication

BUSINESS CRITICAL Behaviors - Handled transaction efficiently (business perspective) - Accurately documented transaction (FCRA) - Attempted to sell or upsell per Sellable Call Policy - Attempted to save sale

COMPLIANCE CRITICAL Behaviors - Followed appropriate authentication method (FCRA) - Obtained proper ID before providing sensitive information - Provided critical disclosures to consumer (UDAAP) - Directly followed all EFX/FCRA/S2155/CCPA/UDAAP/FACTA/ADA policies (not captured in other attributes) -Followed UDAAP policies (not captured in other attributes)

AUDIT Customer Care Agents receive a minimum of four audits per month; you can receive more audits as your supervisor performs additional monitoring.

All agents will be monitored through the established call selection process: -Freshness - 90% calls audited will be within 24 hours of interaction, 10% within 48 hours. -Duration of call is 90 seconds.

QA Process

1. Evaluation to assess accurate issue resolution and consumer service delivery.
2. Evaluation competed QA form in the Genesys Quality Tool.
3. Agent/Lead reviews feedback from evaluation.
4. Supervisor/Lead performs coaching if / where needed.

QA Appeals

• Agent has 2 business days to discuss with supervisor.
• Team/Lead has 2 business day to review.

If valid - if at any time during the appeals process the appeal is deemed valid. the appeal will be closed as "valid", and the team leader or supervisor will change the quality evaluation in the system /report.

if invalid - if the team leader/ supervisor agrees with the evaluation, the evaluation results stand, and the appeal is closed as "not valid" with no intervention.

Suggestions for success

1. Active Listening
2. Organization
3. Flexibility
4. Learning
5. Use Knowledge Base Article as a guide
6. Aim to give quality experience on every call.
7. Avoid Negative words/scripting
8. Coaching sessions are excellent ways to provide continues training and direct exposure.