Quality Insights Form: Agent Communication and Resolution

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Questions and Answers

What is the first thing an agent should do when responding to a user's issue?

Acknowledge the user's issue (correct)

Ask the user for available information

Clarify the issue with the user

Provide a resolution to the issue

What is an example of poor communication in phone support?

Providing an incorrect resolution

Acknowledging the user's issue

Asking the user to clarify their issue

Poor articulation and/or pronunciation (correct)

What is the primary focus of the Agent Form?

Communication, understanding, and resolution of user issues (correct)

Uber policies and customer expectations

Product features and customer satisfaction

Compliance with legal and regulatory guidelines

What is an example of unprofessional communication?

Being rude or not respectful Signup and view all the answers

What is the purpose of the 'Acknowledge Issue' question in the Agent Form?

To assess the agent's understanding of the customer's issue Signup and view all the answers

What should an agent do when a user raises an additional issue during the interaction?

Acknowledge the additional issue Signup and view all the answers

Which of the following is NOT a category in the Agent Form?

Product Signup and view all the answers

What is the 'Compliance' category in the Agent Form evaluating?

The agent's adherence to legal, regulatory, and privacy guidelines Signup and view all the answers

What is the rating for an agent's communication skills if they are excellent?

5 Signup and view all the answers

Which of the following is a criterion for evaluating the 'Acknowledge Issue' question?

The agent took action to resolve the issue Signup and view all the answers

What is an example of poor communication in text support?

Spelling, grammar, punctuation, or linguistic mistakes Signup and view all the answers

What is the purpose of the 'Resolution Education' category in the Agent Form?

To determine if the agent provided education on the issue Signup and view all the answers

What should an agent do at the beginning of a phone interaction with a USC Merchant?

Use the prescribed opening spiel Signup and view all the answers

Which of the following forms is designed to evaluate Uber's internal processes and product features?

Non-Agent Form Signup and view all the answers

What happens if an agent does not follow the Agent Communication Guidelines?

They are penalized with a -50 rating Signup and view all the answers

What is the purpose of the 'Customer Journey' category in the Non-Agent Form?

To assess the customer's overall experience Signup and view all the answers

Study Notes

Quality Insights Form Parts

The form is divided into two sections: Agent Form and Non-Agent Form.

Agent Form

Designed to focus on communication, understanding, and resolution of user issues while incorporating compliance in specific areas.
Categories include:
- Acknowledge Issue
- Communication
- Knowledge Base
- Internal Processes
- Compliance
- Resolution Education
- Agent Resolution

Acknowledge Issue

Evaluates whether the agent demonstrated an understanding of the issue.
Acknowledgment can be in the form of:
- Agent taking action to resolve the issue
- Educating/explaining the issue
Agents should acknowledge all user issues at the beginning and throughout the interaction.

Communication

Rates the agent's level of effective communication skills based on the support channel.
Scale:
- Excellent (5)
- Good (4)
- Meets Expectations (3)
- Getting There (-25)
- Needs development (-50)
Considerations:
- Professionalism and respectfulness
- Clarity and concision
- Adherence to communication guidelines
- Avoidance of redundant or repetitive language
- Effective use of prescribed spiels (greetings, openers, closers, etc.)
- Good call handling and articulation (for phone interactions)
- Proper formatting and linguistic accuracy (for text interactions)

USC Merchant Only

Additional consideration for communication:
- Use of specific opening and closing spiels (e.g. "Thank you for calling Uber Eats...")
- Avoidance of delayed opening spiels and redundant language.

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Description

Quiz on the Agent Form of Quality Insights, focusing on communication, understanding, and resolution of user issues with emphasis on compliance. Categories include Acknowledge Issue, Communication, and more.