Communication Skills Assessment

What is the rating for an Agent's communication skills if they did not use appropriate or prescribed spiels?

What is the consequence of redundant or repetitive language in an Agent's communication?

What is the delay allowed for an Agent to open the interaction and greet the customer?

What is the consequence of poor articulation and/or pronunciation in an Agent's phone communication?

What is the allowed time for an Agent to stay on the line after the closing spiel?

What rating is given to an Agent who did not follow the Agent Communication Guidelines per KB?

What is the consequence of poor call handling in an Agent's phone communication?

What is the rating for an Agent's communication skills if they did not adjust their pace to match the customer's request?

What is the recommended time frame to connect the caller to the survey?

What is the consequence of a rating of 1 in the Agent Communication Guidelines?

What is an example of 'Agent did not follow Agent Communication Guidelines per KB'?

What is the description of a rating of 4 in the Agent Communication Guidelines?

What is the consequence of a rating of 2 in the Agent Communication Guidelines?

What is an example of 'L2 Agent communication had redundant or repetitive language and was over-promising'?

What is the description of a rating of 5 in the Agent Communication Guidelines?

What is the consequence of a rating of 3 in the Agent Communication Guidelines?

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.

Evaluate the effectiveness of communication skills based on a support channel. Rate the agent's performance using a scale of 1 to 5.

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Communication Skills Assessment

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