Communication Skills Assessment

Communication Rating Guidelines

• Effective communication skills are rated on a scale of 1-5, with 5 being Excellent and 1 being Needs Development.
• A rating of 5, 4, or 3 will not result in points being deducted from the overall score, while a rating of 2 will result in -25 MD and a rating of 1 will result in a -50 MD.

Communication Criteria

• Agent did not use appropriate or prescribed spiels (e.g., greeting, opener, closer, etc.).
• Agent communication was unprofessional (rude, not respectful, not empathetic, etc.).
• Agent communication had redundant or repetitive language and was over-promising.
• Poor call handling (vocal collisions, dead air, etc.).
• Poor articulation and/or pronunciation.
• Spelling, grammar, punctuation, or linguistic mistakes in text.
• Formatting issues (bolding, spacing, line breaks, etc.) in text.

USC Merchant Specific Guidelines

• Opening spiel: "Thank you for calling Uber Eats. My name is ________. May I have your restaurant's phone number?"
• Closing spiel: "Thank you for calling Uber Eats, please stay on the line for a very quick survey."
• Delayed opening spiel or excessive dead air (more than 15 seconds or 3 or more instances of 5-15 seconds).
• Agent did not match the customer's pace or adjust tone.
• Staying on the line after the closing spiel for more than 5 seconds.

Communication Guidelines for Agents

• Agent did not follow Agent Communication Guidelines per KB.
• Incorrect probing questions or inaccurate resolution (communicating incorrect information to the customer).
• Duplicated email responses or over-promising.

Rating Guidance

• 5: No lapses in communication related to the customer experience or understanding of the User's issue.
• 4: Minimal lapses in communication with little impact on the customer experience or understanding of the User's issue.
• 3: General lapses in communication that did not have a major impact on the customer experience or understanding of the User's issue.
• 2: Moderate lapses in communication and understanding that made it difficult to provide a positive customer experience or understanding of the User's issue.
• 1: Significant lapses in communication and understanding that severely impacted the customer experience or understanding of the User's issue.