Title Page
-
Site conducted
-
Conducted on
-
Name of Agent
-
Marked by...
- Agnes Schooling
- Lisa Badiali
- Louise Elliott
- Marie Kirven
- Sikander Azam
- Danny Wells
- Sam Leyland
-
Date and the Time of the Email
-
Freshdesk Ticket Number
-
Type of Enquiry
- Pay for Passsage
- UTCN
- Pre-Paid Account
- Exempt Account
- 3rsd Party Debt Collection Agency
- Other
-
Agent Level of Risk
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?
-
Did the agent use appropriate introduction? (Thank you for getting in touch)
Body/ Ask or Action
-
Did the agent give correct information relating to the query or question? (for example: adhere to the agent guidelines, how to apply for an exempt account, how to arrange a refund)
-
Did the agent address all relevant issues in customers email?
-
Did the agent refrain from using jargon words or if they did provide an explanation first?
-
Did the agent set the correct expectations and advised next steps where applicable?
-
Did the agent use the correct canned response where possible?
Close of Email and Administration
-
Did the agent use the appropriate close to email? (Kind regards, Customer Experience Team | TT2 Limited, plus generic signature)
-
Did the agent leave a memo on Imperial, if refers to UTCN? (Fresh Desk ticket number)
Soft Skills/ Behavior
-
Did the agent use polite/appropriate tone to the mood of the email? (Professional, empathetic, friendly)
-
Did the email response contain the correct spelling, grammar, spacing and formatting? (no major spelling mistakes, same font)
-
Did the agent follow the declaration of self-harm, suicide protocol where applicable? (case added to file & TL informed)
-
Logging a complaint: Did the agent attempt to solve the issue before referring to the "Managers Callback" group?
Corrective Actions
-
People
-
Process
-
System
Sign Off
-
Pass or Fail
-
Quality Assurance Lead
-
Team Leader
