1.

Contact Handling
Good job in apologizing to the customer.

You should have apologized to the customer.

2. Knowledge & Skills

Good job in placing the reminder.

Good job in placing the reminder and providing the signoff link.

Good job in troubleshooting the issue.

Good, you have tried to replicate the issue.

Research:
Good job in researching on the customer’s issue.

Good job in providing the knowledgebase link.

You have done a good job by following up with the customer’s issue.

Good job in asking more information regarding the issue.

6. Contact Tracking
Good job in placing CSFE notes.

Good, you have placed the CSFE notes very clearly.

you have done a good job in documenting the ticket.

Process Adherence

Good job in escalating the issue.

Please use the name provided by the customer in 'First & Last Name' while placing the
CSFE notes.

Good job in educating the customer to set the Security Question.

Please educate the customer to set the Security Question.

Follow ing ar e the Endur anc e P ol icy and also the detai ls on wher e we
need to score down the agent unde r S ugg ested and/or Ex ecute d
Prope r T ool:

1. Not placing the unconfirmed cancellation and deletion reminder.

2. Not including the customer’s e-mail address in the ‘salestracking’ or in the
‘noncustomer’ account.
3. Sending the Contact Outbound e-mail and a separate Outbound E-mail
through CSFE with the same issue.
4. Educating the customer on verifying ABT.
5. Suspending Collections Process and placing reminder for Promise when
the account is past due.
6. Not Providing the Security Question in the e-mail if any authentication is
needed.
7. Sending the Resolution Contact after 38 hours.
8. Responding to spam e-mail/Autoresponder.
9. Sending an e-mail through different account or sending the outbound e-
mail through CSFE of the different account when the issue is related to
some other active account.
The Endur anc e P ol icy to be used in the Chat:
1. Not following the proper idle policy.
2. Not sending the outbound e-mail when the chat got disconnected.

The notes whi ch wer e discussed in the m eet ing:

1. It is not necessary to mark the agent down when they provide inaccurate
information or the link in the e-mail and later send an e-mail to customer
with the accurate information by apologizing i.e. within few minutes.
2. Agent can educate the customer to update the Administrative, Technical
and Billing e-mail addresses only when it is not updated in the account.
3. Suggested auditors to be more lenient while scoring down the agent
under hold statement and apology.

To send an e-mail regarding the outbound e-mail if the customer is idle or chat
got disconnected.