Raising the Bar

Here is a list of the factors that the QA team is evaluating on your calls: Attitude, Engagement, Expertise, Value, Call Control, and Phone Skills. See each individual section for more detail.

If you have questions on passing thresholds for the RTB section of your scorecard, please see more info on this page.

Attitude

  • Uses a warm, positive, and friendly tone
  • Demonstrates empathy and patience in all interactions
  • Uses appropriate and positive verbiage throughout entire call

Engagement

  • Demonstrates active listening
  • Guides the customer through the call
  • Customizes the conversation to customer goals
  • Makes consult feel like a conversation (and not an interview)
  • Builds a strong rapport with the customer relevant to the conversation

Expertise

  • Follows proper Zoom expectations
  • Explains things at the customer's comfort level
  • Gives all information to the customer confidently and clearly
  • Displays competence and expertise regarding the product and service (i.e. informs the customer of proper and in-scope expectations and shares correct information regarding WDS, our process, the end result, and next steps as needed)
  • Makes suggestions and avoids "What do you want to do for...?" questions

Value

  • Builds value in our team, products/services, processes, and tools
  • Explains how the tools and features are beneficial to the customer
  • Makes suggestions of other products or services based on what customer needs

Call Control

  • Goes through the call in an organized way and the call flows well
  • Drives the conversation and spends an appropriate amount of time on any given topic
  • Leads conversation with natural and attentive call flow and responds at an appropriate cadence

Phone Skills

  • Demonstrates best practices around phone etiquette
Examples of things to avoid: Agent asking for the customer before identifying themself at start of call, microphone volume issues, awkward pauses, distracting sounds in agent's background that aren't acknowledged, agent interrupting or rushing the customer, agent is late to call without acknowledging and explaining why with an appropriate reason, etc.