Review Call QA Rubric
Greeting
In order to get points, the below items must be said at the beginning of the call
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."
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 45 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.
- 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?
Reviewing Changes
In order to get full points, these items must be said at the beginning of the call
Point Breakdown 1pt
- Acknowledge if the customer has sent in changes prior to the call
- Ask if the customer has had a chance to review the site and ask how they are feeling about it so far
Example
- "Were you able to take a look at the rough draft prior to our call?”
Point Breakdown 5pts
- Whether or not customer has had a chance to review or not, screensharing is a requirement barring outside circumstances that prevent the customer from being able to screenshare.
Example
- “Lets connect to a zoom screenshare so that we can look at the site together and discuss any necessary changes”
Next Steps + Wrap Up
In order to get full points, you must say the items mentioned in the rubric
Point Breakdown 1pt
- Make sure to ask the customer if there are any remaining changes that they have/determine if they still have files to send to you
Example
- “Do you have any additional images or text you will need to send to me?”
Point Breakdown 1pt
- If the customer has minor changes, set the expectation that the goal is to get them published on the next call
- If the customer wants to publish after changes are completed without a follow-up call, follow these steps:
- Set proper expectations on 72hr time frame
- Test contact form
- Mention survey
- If the customer wants to publish on the call, follow these steps:
- Set proper expectations on 72hr time frame
- Test contact form
- Mention survey
- Transfer customer to offboarding
Point Breakdown 1pt
- Sets proper expectation around use of Atarim to annotate any changes prior to next call
Point Breakdown 1pt
- Revisions take 3 business days to complete
Point Breakdown 1pt
- Must send the customer the correct canned response follow up email the same day of the call.
Account Notes
In order to get full points, you must properly notate after each call
Point Breakdown 5 pts
- 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: