CSI - JM - CS Contact Eval Form
Complete this form to evaluate a contact for a Minted CS agent.
Reviewer Name
*
Group
Oshane S
Alisha W
Gasharie E
Venece-Ann B
Date of Contact
*
/
Month
/
Day
Year
Date
Agent's Team
*
Calibration
Training
Helvetica
Novecento
Showguide
Rockwell
CSI - Jamaica
CSI - Philippines
Supervisor
Pippa
Agent's Name
*
Abigail McKenzie
Abigail Samuels
Adanika Frazer
Angelique Walters
Anne Hendry
Aquila Paisley
Arnoldo Ranger
Auressia Armstrong
Brittanya Fletcher
Cavel Woolery
CJ Rebadulla
Darrel Rivera
Deborah Hemmings
Denmark Zuniga
Elizabeth Bagadiong
Fiona McCormock
Gasharie Edwards
Gezille Morales
Hasan Forbes
Heather Davis
Isha Martin
Jason Merritt
Jerico Angeles
Jerome Williams
Karen Joyce Coronel
Keisha Campbell
Khalietia Frazer
Kimone Williams
Lovely Cuenca
Maria Robinson
Marian Reid
Marrianne Parreno
Michael Pryce
Moussa Dia
Natalee Somers
Nerissa Downie
Niesha Ewer
Ram Balakrishnan
Raniece Guthrie
Ryan Castillo
Santana Gray
Sashakay Lawrence
Shekera Mullings
Sherwin Margallo
Stephanie Grant
Sydney Maxwell
Tanae Philpotts
Tevin Campbell
Triston Johnson
Trisha Cole
Valdesha Allen
Venece-Ann Brown
Yasmina Nardin
Salesforce Case Number
Contact Type
*
Email
Chat
Phone
Service Skills
Does the agent enter the contact appropriately?
*
Yes
No
Does the agent react in a way that was appropriate to the customer's issue or concern?
*
Yes
No
Did we understand the situation, take ownership and address all the questions/concerns that were raised?
*
Yes
Moderately
No
Did we obtain the necessary information to move forward with the contact?
*
Yes
No
N/A
What type of contact did we not verify properly?
Pre-Order
Post-Order
Over-verification
Service Skills Score
Product & Process Knowledge
What type of solution did we provide the customer for their question/problem?
*
Great
Good
Poor
What did we miss with our solution?
Improper Solution
Product Features
Product Limitations
Product Probing
What would have been the best solution for the customer?
Did we explain our timelines and help frame customer expectations around our products and processes?
*
Yes
No
N/A
Which timelines could we have explained better?
Proofing
Production
Shipping
Refund
Other
Does the customer get an answer to their questions in a timely fashion?
*
Yes
No
N/A
Product & Process Knowledge Score
Policy & Procedure
Does the agent follow proper CS policy regarding reimbursements, refunds, returns and escalations?
*
Yes
No
N/A
What policy or policies were not followed properly?
Reimbursement
Refund
Return
Escalation
Other
Describe the case notes/comments
*
Great
Good
Poor
N/A
What is missing?
Comments
Case number
Where should these details be?
Salesforce
MBO
Braintree
Zendesk
Does the disposition match the customer's main question as best as possible?
*
Yes
No
N/A
Did we create any necessary tasks in Salesforce?
*
Yes
No
N/A
What type of task should we have created?
Financial
Promos
Reprint
Return
Tech
Policy & Procedure Score
Tone & Communication
Does the agent tailor the macro to fit the situation?
*
Yes
No
N/A
Are there any spelling, grammar or punctuation errors?
*
None
Minor
Major
Select the error type:
Spelling
Grammar
Punctuation
Offer any suggested edits for clarity below:
Were there any issues with professionalism or tone within the contact?
*
None
Minor
Major
Extreme
Did we use any internal jargon when communicating with the customer?
*
No
Yes
N/A
Were our explanations clear and concise?
*
Yes
No
Is the email/answer formatted in a way that's clearly laid out and easy to understand?
*
Yes
No
N/A
Did we exit the contact appropriately?
*
Yes
No
N/A
Tone & Communication Score
Overall Feedback
Please include a summary of your evaluation here:
*
Calculation
Click to Submit
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