Standard Quality Results
Total Conversations
15,895
Avg Call Duration
3m 3s
Conversations with an Eddy
38.85%
Please/Thank You - Quality
Does the agent say “please” when requesting information from the customer and the agent utilizes “thank you” when receiving information?
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Next Steps - Quality
Does the agent proactively communicate next steps with the customer?
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Agent First Name - Quality
Does the agent identify themselves by First name during the greeting?
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Speaking Manner/Pace - Quality
Does the agent speak in a manner and pace that is easily understandable, which is made clear by the customer not asking the agent to repeat themselves or to provide clarity?
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Transfer Protocol - Quality
Does the agent follow transfer protocol?
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Gratitude - Quality
Does the agent thank the customer for their time?
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Call Purpose - Quality
Does the agent state the reason for the call during the greeting? (Outbound calls only)
Active Listening - Quality
Does the agent utilize active listening skills?
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Agent Consideration - Quality
Does the agent show consideration for the customer’s time?
Offer Assistance - Quality
Does the agent ask how they can assist the customer during the greeting?
Interrupting Caller - Quality
Did the agent allow the caller to speak without interruption, as indicated by the customer not expressing dissatisfaction with the agent?
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Negative Language - Quality
Did the agent avoid using negative language, inappropriate language and slang?
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Company/Program Name - Quality
Does the agent state the company or program name the during greeting ?
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Lack of Agent Presence - Quality
Does the agent avoid silence that prompts the customer to question the agent’s presence?
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Ownership - Quality
Does the agent take responsibility of the customer’s inquiry by providing an ownership statement?
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Demonstrates Understanding - Quality
Does the agent demonstrate understanding of customer’s concerns, barriers, or needs?
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Any Questions? - Quality
Does the agent ask the customer if they have any additional questions prior to ending the call?
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Agent Preparedness - Quality
Does the agent demonstrate preparedness for the call?
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Hold Procedure - Quality
Does the agent seek permission to place customer on hold and thank the customer when they were taken off hold?
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