WS1 Call QA Checklist

    Greeting/Intro Jump to Section

    Inbound Jump to Section

  • Read inbound call guide intro
  • Confirm you are speaking with the correct customer
  • Confirm call back number
  • Confirm customer is validated or validate the customer
  • Ask what you can assist the customer with

    • Outbound Jump to Section

  • Reads outbound call guide intro
  • Confirm you are speaking with the correct customer
  • Validate the customer
  • Confirm callback number
  • Explain why you are calling

    • Resolution Provided Jump to Section

  • Complete 3-5 minute changes
    o Image swaps
    o Replacing Text
    o Adding Small text additions
    o Small rearrangement of content (moving an image, or moving text through beaver builder)
  • Advise the customer that this is a one-time courtesy, and that future edits to the site can be done on their own using our tutorial links or through a Website Care ticket
  • Ask customer if they would like us to submit ticket or walk them through portal to submit their own
  • If customer wants walk through, show portal and how to fill out form
  • If submitting ticket for customer, use Care Request worksheet (do not include Shopper ID in document title)
  • Review changes with customer a final time before submitting (only if agent is submitting ticket on behalf of customer)
  • Discuss time frame of 1-2 business days (or 48 bus hours)
  • Advise we will email if we have any questions or need more time
  • Advise we will email once ticket is complete
  • Make sure customer has all changes/content ready to discuss. If they do not, advise they will need to call back when ready.
  • Set proper expectation that there will be no additional rounds of changes after this one
  • Go through customer changes with detail, asking clarifying questions when needed
  • Review changes with customer a final time before submitting
  • Set the expectation that it will take 3 business days to complete
  • Explain next steps (publish process, how to request future additional changes)
  • If customer has MS, agent walks customer through accessing portal and submitting a ticket, offering to screen share
  • If customer doesn’t have MS, agent explains the customer will need to:
    A) Purchase a MS plan for additional changes OR
    B) Advise of Video Hub tutorials for customer to make changes
  • Read through clarification and advise customer of what is needed
  • Get the answers from the customer to answer the Clarification
  • Follow steps outlined in Confluence to respond to the Clarification
  • Set expectations for appointment call length
  • Advise customer what to have ready for the call
  • Follow "Expedite request process" outlined in confluence
  • Follow "Escalated Customer Guidelines" outlined in confluence

    • Other Items (should be completed on every call)

  • Efficiently handle customer’s issue
  • Offer the right path forward if issue cannot be resolved
  • Confirm with the customer all questions were addressed/answered
  • Set proper expectations

    • Pay it forward – Account Notes

  • Agent left notes in both the ticket and CRM
  • Uses the notes generator tool
  • Notes gave an accurate description of the call and included what was discussed on the call, what expectations were set, any missing items and other important details from the call
  • Obvious where the customer is in the process if they were to call in

WS1 Call QA Checklist

Greeting/Intro – You Had Me At Hello

Inbound Call Guide Intro:

Thanks for calling GoDaddy Website Design Services, this is [your name]. Who am I speaking with today? [PAUSE for response]

[If the customer is prevalidated]

Looks like your account pre-validated, thank you. How can I help you today? [PAUSE for response]

What is the best number to reach you if we get disconnected?

[If the customer needs to be validated]

Can I please get the 4 digit pin number to validate the account? [PAUSE for response]

[after pin is given] thank you. How can I help you today?

Hi is this [customers name]? [PAUSE for response]

This is [your name]. calling from GoDaddy Website Design Services. I am calling about [state what you are calling about].

Resolution Provided / This is not Goodbye

Care Script
https://confluence.godaddy.com/display/PWD/Submitting+Marketing+Services+%28or+Legacy+Care%29+Requests+for+a+Customer+%7C+Call+Guide

Link to Expedite Request Process:
https://confluence.godaddy.com/display/PWD/Vendor+Expedite+Request+Process

Link to Escalated Customer guideline: 
https://confluence.godaddy.com/display/PWD/Escalated+Customer+Guidelines+-+How+to+Handle

Link to Care Clarification Process: 
https://confluence.godaddy.com/display/PWD/Marketing+Services+%28or+Legacy+Care%29+Clarifications

Call Opening & Closing for Inbound & Outbound Calls - WSI
https://confluence.godaddy.com/pages/viewpage.action?pageId=169543298