Email Quality Marking Form (Version 3)

Across TT2 we have a legal and business requirements that need to be fulfilled on the emails made and received into the business. Email marking allows us to monitor and measure if these requirements are being carried out on the relevant Emails. TT2 Vision The #1 choice for crossing the Tyne by road. TT2 Core Values Respect/ Teamwork/ Integrity/ Dedication.

Title Page

Site conducted
- Agnes Schooling
- Danny Wells
- Lisa Badiali
- Marie Kirven
- Pam Shaper
- Sikander Azam
Conducted on
Name of Agent
Marked by...
- Agnes Schooling
- Danny Wells
- Lisa Badiali
- Marie Kirven
- Pam Shaper
- Sikander Azam
Date and the Time of the Email
Freshdesk Ticket Number
Type of Enquiry
- Pay for Passsage
- UTCN
- Pre-Paid Account
- Exempt Account
- 3rd Party Debt Collection Agency
- Other

Greeting/ Introduction

Did the agent begin their response with an appropriate greeting? (Good morning afternoon or evening) and use the customer's name where possible. (Name as provided on the contact form) with the introduction "Thank you for getting in touch"

ID & V (Data Security)

If the query relates to an account or UTCN, did the agent ensure they are dealing with the account holder or RK? (Address provided matches the address stated on the account or UTCN - If the RK is a leasing company ensure we have received a letter of authorisation to allow the customer to discuss directly with TT2) If not RK or the account holder did they request consent?

Body/ Ask or Action

Did the agent give the correct information if the contact form was a general enquiry? (Example: How to apply for an exempt account, How to submit an appeal, All payment options on how to pay toll, Pre-paid account set up)
Did the agent address all relevant points raised in the customer's contact form?
Did the agent adhere to the agent guidelines?
Did the agent follow the company process? (Example: Exempt account has been set up correctly, Adding information to correct spreadsheet, Issuing payment link, Deducting toll fee from an account, Logging a complaint, Imail downloaded and added to UTCN)
Did the agent set the correct expectations and advise the next steps where applicable?
Did the agent use a canned response and amend it where necessary?

Close of Email and Administration

Did the agent promote TT2 products and services where appropriate?
Did the agent leave a memo on Imperial, if referring to a UTCN or Tolling system if related to a journey? (This refers to ALL communication sent to the customer) - A example of memo: Fresh Desk ticket number

Soft Skills/ Behavior

Did the agent use polite/appropriate tone to the mood? (Professional, empathetic, apologetic)
Did the email response contain the correct spelling, grammar, spacing, and formatting, with no jargon words?
Did the agent follow the declaration of self-harm, suicide protocol where applicable? (case added to file & TL informed)