UST QA Scoring Audit

• Name of Call Representative

• Evaluation Date and Time

  Date

• Customer Name

• Store Location

  Select Lower Greenville Garland West Plano Coppell Sugarland West Chase New Forest Oklahoma City El Paso Waco

  • Lower Greenville
  • Garland
  • West Plano
  • Coppell
  • Sugarland
  • West Chase
  • New Forest
  • Oklahoma City
  • El Paso
  • Waco

• Date and Time of Call

  Date

• Name of QA Specialist

• Subject or Issue

  Select Screen Repairs Battery Repairs Insurance Claims General Pricing Quotes and Questions

  • Screen Repairs
  • Battery Repairs
  • Insurance Claims
  • General Pricing Quotes and Questions

• Was there a price quoted

  Yes

  No

  N/A

• What was the price quote?

Greeting

• Did the Tech greet the customer according to the protocol by informing them of the store location they called and the Techs name?

  Yes

  No

  N/A

Understanding the Customer's Need

• Did the Tech use probing questions to understand the customer's need?

  Yes

  No

  N/A

• Did the Tech get the make and model of the device in question?

  Yes

  No

  N/A

Solution Information

• Did the Tech offer the most appropriate solution to meet the customer's needs?

  Yes

  No

  N/A

• Did the Tech answer customer questions correctly?

  Yes

  No

  N/A

• Did the Tech provide options to the customer (if applicable)?

  Yes

  No

  N/A

• Did the Tech provide other resources (if applicable)?

  Yes

  No

  N/A

• Did the Tech provide clear directions to the store?

  Yes

  No

  N/A

Customer Service

• Did the Tech follow the correct procedures for transferring a call (if applicable)?

  Yes

  No

  N/A

• Did the Tech get the customers permission to put them on hold (if applicable)?

  Yes

  No

  N/A

• Did the Tech use empathetic listening skills?

  Yes

  No

  N/A

• Did the Tech display a professional manner throughout the call?

  Yes

  No

  N/A

• Did the Tech complete the call within the optimum call time while ensuring a positive experience for customer?

  Yes

  No

  N/A

End call

• Did the Tech offer further assistance at the end of the call?

  Yes

  No

  N/A

• Did the Tech close the call in an appropriate manner?

  Yes

  No

  N/A

Completion

• Observations / Recommendations

• Full Name and Signature of QA Specialist

  Sign