16 Questions
What is the first thing an agent should do when responding to a user's issue?
Acknowledge the user's issue
What is an example of poor communication in phone support?
Poor articulation and/or pronunciation
What is the primary focus of the Agent Form?
Communication, understanding, and resolution of user issues
What is an example of unprofessional communication?
Being rude or not respectful
What is the purpose of the 'Acknowledge Issue' question in the Agent Form?
To assess the agent's understanding of the customer's issue
What should an agent do when a user raises an additional issue during the interaction?
Acknowledge the additional issue
Which of the following is NOT a category in the Agent Form?
Product
What is the 'Compliance' category in the Agent Form evaluating?
The agent's adherence to legal, regulatory, and privacy guidelines
What is the rating for an agent's communication skills if they are excellent?
5
Which of the following is a criterion for evaluating the 'Acknowledge Issue' question?
The agent took action to resolve the issue
What is an example of poor communication in text support?
Spelling, grammar, punctuation, or linguistic mistakes
What is the purpose of the 'Resolution Education' category in the Agent Form?
To determine if the agent provided education on the issue
What should an agent do at the beginning of a phone interaction with a USC Merchant?
Use the prescribed opening spiel
Which of the following forms is designed to evaluate Uber's internal processes and product features?
Non-Agent Form
What happens if an agent does not follow the Agent Communication Guidelines?
They are penalized with a -50 rating
What is the purpose of the 'Customer Journey' category in the Non-Agent Form?
To assess the customer's overall experience
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.
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.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
