WebChat QA
At Maxxia / RemServ we put our customers first. To ensure that we are always improving and getting the best possible leads we coach and calibrate our chats.Each week you will work with your Team Leader on how we can improve and grow so it’s important to provide you with helpful and meaningful feedback. The below form is an example on what we coach and calibrate your chats on.
Auditor Name
*
Ashwin S
Joshua P
Rahamath M
Sivaprasad J
Chat Consultant Name
*
Santhosh
Sivaprasad
Rahamath
Jagadish
V. Ashwin Kumar
Surya
Audit Type
*
Live/Side by Side QA
Non Live QA
Chat Type
*
Salary Packaging
Novated Leasing
My Car Assist
Spl Emp Form
Cross-Selling
Action Plan
Goals for continuous improvement.
Date & Time of Chat
*
Plan of Action/Goals:
*
Connection
*
Yes / NA / No / Partially
Score
Greeted and Addresses Customer
(5)
Yes
NA
No / Partially
Enquired the nature of the enquiry
(5)
Yes
NA
No / Partially
Asked rapport building questions -
Full name, Employer, contact details
(10)
Yes
NA
No / Partially
Brand Connection
*
Yes / NA / No / Partially
Score
Resolve enquiry/offer solution if possible
(10)
Yes
NA
No / Partially
Gather relevant information for lead /
Guide to correct team
(15)
Yes
NA
No / Partially
Novated lease upsell offered if SP enquiry
(10)
Yes
NA
No / Partially
Check Customer Understanding
(5)
Yes
NA
No / Partially
Scripting and Documentation
*
Yes / NA / No / Partially
Score
Grammar
(10)
Yes
NA
No / Partially
Well scripted conversations
(5)
Yes
NA
No / Partially
Good closing commands
(5)
Yes
NA
No / Partially
Correct summary of chat with customer details &
nature of enquiry
(15)
Yes
NA
No / Partially
Time Zone
(5)
Yes
NA
No / Partially
Total Score
*
Rate This Chat
*
1
2
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5
Submit
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