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Cases Scenario

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Cases Scenario

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About this activity

QA to audit based on the scenario's presented.

Created by

Farishha
Farishha
Japan

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Cases Scenario
 

Cases ScenarioOnline version

QA to audit based on the scenario's presented.

by Farishha
1

Markdown will represent either below benchmark or partial.

2

Markdown will represent either below benchmark or partial.

3

This has multiple answer. Please pick more than 1 answer for this question. Markdown will represent either below benchmark or partial.

Choose one or more answers

4

Markdown will represent either below benchmark or partial.

5

Markdown will represent either below benchmark or partial.

6

Markdown will represent either below benchmark or partial.

7

Markdown will represent either below benchmark or partial.

8

Markdown will represent either below benchmark or partial.

9

Markdown will represent either below benchmark or partial.

10

Markdown will represent either below benchmark or partial.

Feedback

Automatic Failure: Negative outcome from customer, but agent still use​ the same sentence to reply

We give CX the benefit of doubts that CX would make a necessary correction before the chat ends. ​OCH 3% and put remarks for CX to handle chat better.

Thoroughness – Provided wrong solution, did not make correction until the chat ends. ​ Accuracy And Error Handling – Did not make any correction until the chat ended. Relevance & Clarity – There is no correction sent by CX, hence no need to mark down Relevance & Clarity. OCH 0%

21:00:42 - 21:05:19 exceed the closing as the sentence at 21:01:20 is part of CSAT.

Verification Partial: Over verification ​ Wrong type of verification usage. For customer's data besides the chat date or the day before, after performing level 1 verification, ​CX need to proceed only 2nd level verification (which includes registered full name, and last 5 digits registered phone number), ​but not special verification (which includes registered full name, and registered full phone number).​

Verification Partial: Over verification ​as we can accept verification answers through message/screenshot/BOT.​ ​

If CX separated 2 continuous sentences like this case is also acceptable as specific inquiry acknowledgement.​ Hence this is a good chat.

Proper Empathy & Acknowledgement - Correct as CX was able to acknowledge inquiry specifically before providing solution.​ Accuracy and Error Handling - Correct as it is fine if CX acknowledge generally first and then CX acknowledge inquiry specifically before providing solution.​ Don't take this as a correction step due to CX did not acknowledge wrongly.​ Overall chat handling: 5%

CX probe to understand the inquiry specifically, then thank the member. Hence it's a good chat.

02:46:14 - 02:47:49 exceed the 25s opening.

 
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