WS1 Call QA Rubric
Greeting
In order to get points, the below items must be said at the beginning of the call
Point Breakdown 1pt
- Reads inbound/outbound call guide intro
- Confirm speaking to the correct customer
- For inbound calls – confirms call back number
Example
- For inbound: “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.
[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.
- For outbound: “Hi is this [your name] from GoDaddy Website Design Services is this [customers name]?
Point Breakdown 1pt
- For inbound - Asks what they can assist the customer with
- For outbound – Explains why they are calling
- Acknowledge the reason for calling/issue with empathy if needed
- Clarify the reason for calling/issue
- Provide a path to result or resolution
Example
- For inbound: “Thank you so much for validating, how can I help you today?”
- For outbound: “Thank you for validation, I am calling about [state what you are calling about].”
Example
- “Sorry you're not receiving emails from your contact form. I am going to go through some troubleshooting to see if we can fix the issue and if we can not we can check your account to see if we can submit a ticket for it.”
- “We can definitely get those updates on your about page taken care of for you. While we are going through the changes I can show you how to submit these changes through the Marketing Services portal.”
Security Compliance
These items are GoDaddy policy. They are not scored for points, but will result in a documented conversation and possible corrective action if not followed.
- (OB Only) Before we get into things, I want to let you know that this call will be recorded and retained for quality and training purposes.
- I need to validate into your account. Do you have your 4 digit PIN?
Resolution Provided
Point Breakdown 5pts
- If MS
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- Offer to set up zoom call and ensure you understand customer changes or issues on the previous ticket
- Submit a ticket on behalf of the customer ensuring you follow the process - MS Process & Script
- Offer to walk the customer through the portal for future updates
for the full 3 points you need to do all of the above items
- IF GLT
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- Follows GLT process outlined in confluence - GLT Process
- General Support
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- Project status
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- Correctly updates the customer on the status of their project
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- contact form
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- If customer is not receiving notifications follow the steps outlined here.
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- Live changes
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- If doing live changes stayed within scope outline by Making Live Changes Process
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- Scheduling appointment
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- Successfully schedules appointment for customer
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- Builder help – getting into and navigating the builder (W+M and WP)
- Canceling services
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- While showing empathy, follows the steps of canceling services outlined in confluence - Refund Process
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- Offered right path forward if issue cannot be resolved
Point Breakdown 3pts
- If doing live changes/fixes for the customer, the proper expectations are set that this is not a normal process and being done as a courtesy and not all agents are able to do live changes.
- If customer is receiving a refund - set expectations surrounding refund time frame
- 5-7 business days per their bank
- If customer is sending content to wpudates@, explain that it is not a monitored email and should only be used when on the phone with a guide from our team.
- If scheduling an appointment:
- Set expectations for appointment call length
- Advise customer what to have ready for the call
Example
- “I am happy to help you out with these live changes this time but not every agent will be able to do so and will need to submit these changes to our builders”
- “You can send those images to wpupdates@godaddy.com but it is not a monitored email so you would only want to use it while on the phone with someone from my team”
This is not Goodbye
The following must be said at the end of the call in order to get points
Point Breakdown 3pts
- Marketing Services
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- Review changes with the customer a final time before submitting
- Inform customer of next steps; 1-2 business days for changes and will reach out via email if any issues arise or when changes have been made.
Example
- “So, I have the text changes for the About page and the new images that you want included in the gallery ready to send to our builders. It will take them 1-2 business days to complete the changes, keep an eye out for an email from us with any questions or to let you know that the changes have been completed.”
Point Breakdown 1pt
- Confirm that the original reason for the call has been fully addressed and ask if there was anything else that you can do for them
Example
- “Great, I got those changes sent to our builders. Before I let you go is there anything else that I can help you out with today?”
- If a customer makes it clear the agent has addressed all their issues and has nothing further, or the customer expresses a need to get off the phone, the agent will not need to ask if there is anything else they can help with.
Account Notes
In order to get full points, you must properly notate after each call
Point Breakdown 5pts
- Leaves an accurate description of the call in both Jira & CRM using the notes template. Notes should include:
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- What was discussed on the call
- What expectations were set
- Calls may be reviewed at any point after the call has ended. Notes should be added in immediately after a call has concluded.
Example
- Notes should be in the following format:
- Caller Name:
- Phone Number:
- Domain:
- Call Type:
- Customer Type:
- Reason For Call:
- Actions Taken:
- Expectations Set:
Point Breakdown 1pt
- Inform the customer you will be sending them a survey and request they fill it out.