Cavender's QA Evaluation - Agent Assessment

• Agent Name

• Workstation Number

• Date & Time of Call

  Date

• Upload Of The Call Being Reviewed

  Media

Greeting Requirement's

• Did you use the proper introduction? "Good Afternoon/Morning! Thank you for calling Cavenders.com. May I have your first & last name please?"

  Yes

  No

• Did you gather the customer account number accurately and correctly?

  Yes

  No

• Was the account information repeated back to the customer for accuracy and to confirm their identify? (The SO#, SFFC#, Phone#, and any customer information given about the order should be repeated back for accuracy.)

  Yes

  No

Customer Experience

• Did you consistently address the customer by (first name), or by Sir/Ma'am?

  Yes

  No

• Did you acknowledge the customer's problem and reassure them we will find a solution?

  Yes

  No

• Did you use a polite tone (Optimistic and positive tone of voice) throughout the entire call?<br>

  Yes

  No

• Did you allow the customer to speak throughout the entire call without any interruption?

  Yes

  No

• Did you maintain a quite working environment during the call? (No background noise that negatively impacted the customer's experience)

  Yes

  No

• Was the customer placed on hold? If so, were courtesy check ins performed every 2 minutes the customer needed to hold?

• Were you able to provide first call resolution? If not, briefly explain why.

• Were you able to identify the transfer scenario accurately and perform a warm transfer to the correct department? <br><br>Warm Transfer to CAV Agents: We must have the clients name, reason for the customer's call, actions you've taken to resolve the issue so far and their order number.<br><br>Warm Transferring a Customer: Before finalizing a transfer to a CAV agent, you checked back in with your customer and let them know who they will be speaking with and what they are going to do for them.

  Yes

  No

  Not Applicable

Product Knowledge

• Did you express extensive knowledge regarding active promotions and products in question to assist the customer with their inquiries? (Availability, sizing, material type, active sales offered, product benefits)

  Yes

  No

  Not Applicable

Internal Processes

• Did you leave short detailed notes, titled, and briefly explaining your interaction with the customer? (The reason for their call and the action you took to solve it, marked with your initials & date)

  Yes

  No

Call Closure Requirements

• Did you ask the customer if they needed any further assistance?

  Yes

  No

• Did you end the call properly by saying "Thank you for being the best part of Cavender's, I hope you have a wonderful day!"

  Yes

  No

Tell Us How You Think You Did!

• What areas of opportunity for improvement for your next call were you able to identify?

• What was something you thought you did really well during this call?