Title Page
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Customer Support Area
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Support Professional Name, Title, Hire Date
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Evaluated on
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Evaluated by
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Team Lead
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Ticket Number
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Ticket Date & Time
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Inbound Call Type
1st Impressions : Assessing the Support Professional's Greeting Demonstrating CARE (Customer Are Really Everything) With a Warm Hello
Warm Hello [ 6 points ]
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The Support Professional answered caller with an attitude of Care (Customers Are Really Everything)
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Greeting
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Agent Identification
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Company and Department Identification
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Offer of Assistance
Account Verification, Protection, & Confirmation/Update [ 9 points ]
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The Support Professional Fully Verified and Protected The Account
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Full Verification of the Caller
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Account Security
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Account Details Confirmed or Updated
Service Ownership : Assessing the Support Professional's Ability to Deliver WOW! Through Extreme Customer Service for the Most Amazing Customer Experience
Tone & Style [ 3 points ]
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Agent demonstrates use of Pitch, Pace, Volume, Emphasis, and Pauses ~ Adapts Tone and Style to the Customer's Needs
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Volume, Pitch, Emphasis, Pace and Pause variations demonstrated
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Customized Tone and Style to the Customer's Needs
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Established and Maintained Rapport with the Customer
Moving the Call Forward [ 9 points ]
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How the agent navigated the call forward, assuring the customer they understood their issue, need, and/or concern.
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Summarized the Reason for the Call to Ensure Understanding
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Maintained Confidence During the Call
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Used Empathy Statements
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Asked Permission to Place Customer on Hold Before Doing So / NA
Transfers And / Or Escalations [ 2 points ]
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Use only if a transfer has occurred because the caller requested the transfer or it is necessary to transfer as an escalation.
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Did the Agent Obtain Permission to Transfer the Customer if the Agent Initiated the Need for a Transfer? [N/A]
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Did the Agent Identify the Department, Team Member's Name and Title for the Customer? [N/A]
Issue Resolution Ownership : Assessing the Support Professional's Ability to Resolve the Caller's Issue, Concern, and/or Problem
Support Professional's Ownership of the Issue and Resolution [ 50 points ]
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Listening, Customer Reassurance, Making the Problem Their Own, Providing Choices, Resolution (if appropriate) and Follow-Up
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Took Ownership and Assured the Customer of the Willingness to Help
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Asked Probing and/or Clarifying Questions to Fully Understand the Customer's Call Reason
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Provided Accurate Solution and Information to Resolve the Customer's Call Reason
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Provided Articles and/or Additional Resources Related to the Caller's Concern
Knowledge Base and Resource Ownership : Assessing the Support Professional's Ability to Utilize and Navigate the Ease Platform and Internal Resources
Agent Demonstrates Functional Knowledge and Confidence with Navigation of the Ease Platform; They Are Able to Successfully Verbally Guide the Customer Through the Solution Step-By-Step With Assurance. [ 10 points ]
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This is where the Support Professional shows their abilities of the Platform and Resource Knowledge and Usuage
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Demonstrated Functional Knowledge of the Ease Platform
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Agent Demonstrated Confidence With Navigating the Ease Platform and Is Able to Verbally Guide the Customer Step-By-Step With Assurance
Last Impressions : Assessing the Support Professional's Ability to Pivot the Conversation and End the Call Favorably with a Fond Farewell
The Support Professional Pivots the Conversation With a Wrap-Up and a Fond Farewell [ 6 points ]
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This portion of the interaction and customer experience aids in first call resolution assurance. There are times however, where immediate resolution doesn't fit and providing a follow-up expectation may be needed to end with a warm and sincere closing.
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Repeated the Call Reason and Solution To the Customer
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Asked If Additional Assistance Needed and, if Needed, a Follow-Up Expectation
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Closed the Call with A Statement of Gratitude
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Fond Farewell Containing A Value Statement and Tagline
Zendesk Usage : Assessing the Support Professional's Ability to Correctly Use Zendesk for Call Interaction and Documentation
Correct Usage of Zendesk [ 5 points }
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Support Professional Captured Clear, Concise, & Accurate Information in the Ticket Including All Required Components
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Adjusted Subject Line
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Created Detailed Notes to Ensure Understanding of the Caller's Request and Resolution / Next Steps
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Used the Appropriate Solve Reason
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Used the Correct Root Cause
Observations ~ Feedback ~ Recommendation
Providing Intentional, Actionable, and Valuable Information for Both the Agent and The Team Lead
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Observations
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Feedback
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Recommendations
