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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Prepared by
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Team Lead
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Ticket Number
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Ticket Date & Time
1st IMPRESSIONS
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Agent proactively engaged customer with energy, confidence, and care; was warm, friendly, and polite. *** Attitude reflects CARE (Customers Are Really Everything)
Warm Hello
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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
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Agent proactively obtains ALL Verification and Security Access as well as Updates or Confirms Profile Information is Accurate
Account Verification, Protection, & Confirmation/Update
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Full Verification of the Caller
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Account Security
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Zendesk Profile Confirmed / Updated
Agent Ownership of "WOW" delivered through Extreme Customer Service
Tone & Style
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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 Pauses
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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
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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 For and Obtained Permission Before Placing on Hold
Transfers
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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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Warm Transfer
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Cold Transfer
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Did the Agent Identify the Department, Team Member's Name and Title for the Customer?
Agent Ownership of Customer Issues And Resolution
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Listening, Customer Reassurance, Making the Problem Their Own, Providing Choices, Resolution (if appropriate) and Follow-Up
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Asked Questions to Fully Understand Customer's Call Reason
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Applied Correct Solve Reason in Zendesk
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Provided Accurate Solution and Information to Resolve the Customer's Call Reason
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Asked and Confirmed the Call Reason was Resolved
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Included sufficient, detailed notes and marked the issue appropriately in Zendesk
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Extra Mile
Ownership of Knowledge Base and Resource Usage - Call Resolution
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Agent 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
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Used Ease Internal Resources to Provide Correct Resolutions, Work Arounds and Root Causes as well as Relaying the Information to the Customer in a Clear and Understandable Way
Last Impressions & Fond Farewell
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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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Agent Restated Their Name With A Reminder of the Ease Help Center Information
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Agent Thanked the Customer and Provided A Value Statement at the End of the Call
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Agent asked a question regarding any additional assistance needed at this time, and/or provided a follow-up expectation with a warm closing<br><br>
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Provided Additional Opportunities for Connection
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Maintained Customer Centricity and the Company Mission Through the Call Close
Call Metrics ~ Gauging the overall efficiency and effectiveness of the call
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Did the agent receive a CSAT Rating from the customer? If so, please include the comments in a note.
CSAT
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Rating Received
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Was The Feedback Due To Policy, Process, and/or Other Entity Outside of the Agent's Control?
Raw Data
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Gauging the overall efficiency and effectiveness of the call.
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First Call Resolution Achieved
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Call Duration
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Service Level <2 Minutes
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Wrap Time Used
