Title Page

  • Customer Support Area

  • Support Professional Name, Title, Hire Date

  • Evaluated on

  • Evaluated by

  • Team Lead

  • Ticket Number

  • Ticket Date & Time

  • 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 ]

  • The Support Professional answered caller with an attitude of Care (Customers Are Really Everything)

  • Greeting

  • Agent Identification

  • Company and Department Identification

  • Offer of Assistance

Account Verification, Protection, & Confirmation/Update [ 9 points ]

  • The Support Professional Fully Verified and Protected The Account

  • Full Verification of the Caller

  • Account Security

  • 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 ]

  • Agent demonstrates use of Pitch, Pace, Volume, Emphasis, and Pauses ~ Adapts Tone and Style to the Customer's Needs

  • Volume, Pitch, Emphasis, Pace and Pause variations demonstrated

  • Customized Tone and Style to the Customer's Needs

  • Established and Maintained Rapport with the Customer

Moving the Call Forward [ 9 points ]

  • How the agent navigated the call forward, assuring the customer they understood their issue, need, and/or concern.

  • Summarized the Reason for the Call to Ensure Understanding

  • Maintained Confidence During the Call

  • Used Empathy Statements

  • Asked Permission to Place Customer on Hold Before Doing So / NA

Transfers And / Or Escalations [ 2 points ]

  • Use only if a transfer has occurred because the caller requested the transfer or it is necessary to transfer as an escalation.

  • Did the Agent Obtain Permission to Transfer the Customer if the Agent Initiated the Need for a Transfer? [N/A]

  • 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 ]

  • Listening, Customer Reassurance, Making the Problem Their Own, Providing Choices, Resolution (if appropriate) and Follow-Up

  • Took Ownership and Assured the Customer of the Willingness to Help

  • Asked Probing and/or Clarifying Questions to Fully Understand the Customer's Call Reason

  • Provided Accurate Solution and Information to Resolve the Customer's Call Reason

  • 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 ]

  • This is where the Support Professional shows their abilities of the Platform and Resource Knowledge and Usuage

  • Demonstrated Functional Knowledge of the Ease Platform

  • 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 ]

  • 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.

  • Repeated the Call Reason and Solution To the Customer

  • Asked If Additional Assistance Needed and, if Needed, a Follow-Up Expectation

  • Closed the Call with A Statement of Gratitude

  • 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 }

  • Support Professional Captured Clear, Concise, & Accurate Information in the Ticket Including All Required Components

  • Adjusted Subject Line

  • Created Detailed Notes to Ensure Understanding of the Caller's Request and Resolution / Next Steps

  • Used the Appropriate Solve Reason

  • Used the Correct Root Cause

Observations ~ Feedback ~ Recommendation

Providing Intentional, Actionable, and Valuable Information for Both the Agent and The Team Lead

  • Observations

  • Feedback

  • Recommendations

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.