Standard/Premium Initial Call QA Checklist

    Greeting Jump to Section

  • Introduce yourself and the department
  • Sets expectations for call time frame
  • MUST READ: State call recording disclaimer
  • MUST READ: Validate account

    • Plan Breakdown Jump to Section

  • Explain what comes with the plan they purchased
  • Explains Overall Time Frame
  • Review Marketing Serices

    • Business Consultation Jump to Section

  • Start Zoom share with customer before reviewing "The Basics" in the DCT
  • Review business information on Basics tab + DCT accurately filled out
  • Review business Contact Information + DCT accurately filled out

    • Design References Jump to Section

  • Review if customer has an existing website and consult as needed + DCT accurately filled out
  • Review reference websites + DCT accurately filled out
  • Completed Business Personality Quiz unless cloning old site

    • Website Design Jump to Section

  • Review logo + DCT accurately filled out
  • Review header + DCT accurately filled out
  • Review Hero section and image/style preference + DCT accurately filled out
  • Review footer + DCT accurately filled out

    • Content Jump to Section

  • Ask the customer about the pages/content they want to include on their site + DCT accurately filled out
  • Offers copywriting and follows process
  • Sets proper expectations for performance hindering features + DCT accurately filled out
  • Discuss stock images library, confirm image keywords + DCT accurately filled out
  • Ask customer about Do's and Don't for the website + DCT accurately filled out

    • DCT Specific Items Jump to Section

  • Exact replica of existing site noted properly in DCT
  • DCT instructions are clear and free of conflicting/confusing instructions

    • Next Steps + Wrap Up Jump to Section

  • If gathering assets, sets expectation for which assets will be included in the first draft
  • Set build time frame expectation
  • Schedules follow-up call
  • Sends follow-up email

    • Pay it forward - Took account notes Jump to Section

  • Took proper account notes

    • Customer Experience Jump to Section

  • Exhibit proficient use of Customer Experience Soft Skills

Publish Call QA Checklist

    Greeting Jump to Section

  • Greets the customer using the appropriate opening call script
  • Sets phone call time frame expectation
  • MUST READ: State call recording disclaimer
  • MUST READ: Validate account

    • Next Steps Jump to Section

  • Determines if customer is 100% satisfied and attempts to publish
    • W+M/Woo
  • Shows customer where to edit payment and shipping settings or acknowledge if done on previous call

    • Publish Site Jump to Section

  • If publishing site live, explains 72 hour propagation time frame
  • Sends the correct canned follow-up email after the call

    • Wrap Up Jump to Section

  • Tests contact form and confirms customer received email
  • Advises customer about experience survey
  • Follows offboarding process including warm transfer

    • Account Notes Jump to Section

  • Takes proper account notes

Publish Call QA Rubric

Greeting

In order to get points, the below items must be said at the beginning of the call

Greets the customer using the appropriate opening call script

Point Breakdown 1pt

  • State your name 
  • Company and department name 
  • Identify the customer by name 

Example 

  • “Hi, this is [your name] from GoDaddy Website Design Services. Is [customer name] available? [PAUSE for response] How are you today?” 

If taking over a project

  •  Inform customer you are the new point person on your website design project following the script from the call guide.

Example 

  • "Hi, this is [your name] from GoDaddy Website Design Services. Is [customer name] available? [PAUSE for response] How are you today? Before we get started, I wanted to let you know I'm a colleague of [PREVIOUS WS] & I'll be your new point person on your website design project. I've familiarized myself with your project, so I'm up to speed and ready to help you get to the next step."
Sets phone call time frame expectation

Point Breakdown 1pt 

  • State the time allotted for this appointment. 

Example 

  • I’m calling you for your website consultation. Our call today should take us about 30 minutes. 

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. These must be said at the beginning of the call. 

Read Call Disclosure
  • Before we get into things, I want to let you know that this call will be recorded and retained for quality and training purposes.
Validates into account properly
  • I need to validate into your account.  Do you have your 4 digit PIN

Next Steps

In order to get full points, these items must be said at the beginning of the call

Determines if customer is 100% satisfied and attempts to publish

Point Breakdown 3pts

  • Ensure that customer is satisfied with the website, and that all changes have been completed to their satisfaction

Example 

  • "Before we start the publish process, are you fully satisfied with the website, and were there any additional changes that we needed to make today?”
  • Ensure that before transferring to the offboarding team that they are 100% happy with the site. If they are not fully satisfied, make sure to collect further revisions and consult as needed to ensure they the site is meeting their expectations.

W+M/Woo Only

The following section should be discussed with on all W+M/Woo builds

Shows customer where to edit payment and shipping settings or acknowledge if done on previous call

Point Breakdown 5pts

  • If selling product/service on the site show the customer via zoom screenshare where they can set up their payment and shipping information 

Publish Site

In order to get full points, you must say the items mentioned in the rubric

If publishing site live, explains 72 hour propagation time frame

Point Breakdown 1pt

  • Set proper expectations around propagation time frame and SSL 

Example 

  • “Since we need to publish your new site to an existing domain, it may take up to 72 hours for it to be live, but that’ll happen automatically.” 
Sends the correct canned follow-up email after the call

Point Breakdown 5pts

  • Uses appropriate canned response  

Wrap Up

In order to get full points, you must say the items mentioned in the rubric

Tests contact form and confirms customer received email

Point Breakdown 3pts

  • Test contact form 
  • If contact form was previously tested, verbally confirm with customer. Otherwise, it must be tested again.

Example 

  • “Before we wrap up today's publishing call, I want us to test your website's contact form to make sure you’re receiving emails. Sound good?” 
    “I just submitted a test. Can you please open your email to see if you received my test email?” 
Advises customer about experience survey

Point Breakdown 1pt 

Example 

  • “After our call you’ll also be sent a link to a short survey about your experience during the design. It would be great to hear your feedback.” 
Follows offboarding process including warm transfer

Point Breakdown 3pts

  • Follow offboarding process outlined in Confluence
  • If applicable, warm transfer customer to the offboarding team

Example 

  • “I am going to transfer you to our Offboarding Team to talk briefly about your experience with us & walk you through what to do in the future when you need assistance. Give me a few moments & I am going to get you transferred to our Offboarding Team."

Pay it Forward

In order to get full points, you must properly notate after each call

Takes proper account notes

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 
  •  any missing items and other important details from the call 
  • 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: 
  • Missing Items: 
  • Expectations Set: