Title Page
1st Impressions
Agent Details
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Agent Name:
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Hire Date:
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Title:
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Team Lead Name:
Evaluation Details
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Date Completed
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Evaluated By
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Evaluation Type
Ticket Details
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Ticket Number
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Ticket Submission Date and Time
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Ticket Response Date and Time
Response Formation
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Written responses are a primary method of interaction with our customers. Once there is a resolution to the issue, appropriate ticket response process is necessary for consistency, brand tone and voice.
Public Reply
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Appropriate Macro Used
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Macro was customized to reflect relationship and connection
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Accurate and correct solution information provided
Article Inclusion
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The Requester Was Assigned to the Ticket
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Appropriate Article(s) Attached to the Ticket
Support Solve Reason and Root Cause
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All Required Fields Marked with an * Are Selected and/or Completed
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The Correct Root Cause Was Selected Based on Customer Inquiry and Solution
Response Submission
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Internal Note Created with Information Related to the Issue
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Ticket Details Are Detailed and
1st Impressions
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Agent proactively engages customer with energy, confidence, and professionalism; was warm, friendly, and polite. *** Attitude reflects CARE (Customers Are Really Everything) Agent followed regulatory expectations and company policy for account verification, confirmation, and protection of Personally Identifiable Information.
Warm Hello
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Greeting
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Agent Identification
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Company & Department Identification
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Offer of Assistance
Agent Ownership of "WOW" Delivered Through Extreme Customer Service
Tone / Style
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Ease Voice and Tone
- Meets Standard
- Does Not Meet Standard
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Correct Spelling, Grammar, and Punctuation
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Utilized Correct Macro (where appropriate)
Moving Forward
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Issue Summarization
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Maintained Confidence Through the Ticket Text
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Used Empathy Statements at the 1st opportunity
Transfers
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Escalated if Requested or Required
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Agent Ownership of Customer Issues
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Asked Questions to Fully Understand the Customer's Call Reason
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Provided Accurate Solution(s) and Information to Resolve the Customer's Call Reason
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Asked and Confirmed the Call Concern was Resolved
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Identified and Acted Upon Extra Mile Oppportunities
Agent Ownership of Knowledge Base and Resource Usage
Call Resolution Embodiment
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Ease Platform Knowledge
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Agent Confidence with Ease Platform Usage and Navigation
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Utilized Ease Internal Resources for Solutions
Last Impressions and Fond Farewell
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Wrap-up Interaction
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Asked If there Was Any Further Assistance Needed or Something Similar and Appropriate to the Occasion.
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Provided additional opportunities for connection
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Thanked the Customer For Their Business and Told Them They Were Valued
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Maintained Customer Centricity and the Company Mission through the call close.
