Offboarding Call QA Rubric
Greeting
In order to get points, the below items must be said at the beginning of the call
Point Breakdown 3pts
- Reads inbound/outbound call guide intro
- Confirm speaking to the correct customer
- For inbound/cold transfer calls – confirms call back number, audibly verify customer has been pre-validated
- For outbound – introduce yourself before asking for customer
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 this is [your name] from GoDaddy Website Design Services is this [customers name]?
Point Breakdown 3pts
- Ask customer about their experience
Example
- How was your experience and are you happy with the website?
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
-
With MS:
- Using Zoom, walk customers through MS. Show them how to get there and how to make a request.
- Using Zoom, walk the customer through the video hub and then where to make changes themselves.
- Show customer how to access WP dash and BB.
-
w/o MS:
- Using Zoom, walk the customer through the video hub and then where to make changes themselves.
- Show customer how to access WP dash and BB
This is not Goodbye
The following must be said at the end of the call in order to get points
Point Breakdown 3pts
With MS
- Discuss the SEO benefits of the Health Assessment and send this (MS customers only)
Without MS
- Remind customers they have an option to purchase MS at any time for us to be able to make changes to their website.
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.
Point Breakdown 1pt
- If the parent ticket is being closed out inform the customer you will be sending them a survey and request they fill it out.
Pay it Forward
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:
-
- 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 3pts
- Send the appropriate canned response to the customer