Understanding Our Customer's Journey Form (Drapz)

Get a clearer picture of our customers pain points if it was triggered by
1) Process
2) System
3) People

So that we can provide a seamless customer experience.


A red asterisk (*) indicates required questions.

  1. Agent Name (SpeechMiner):*


  1. Team Leader:*


  1. ANI or Order Number: *


  1. What is the Call Driver?*
    Quick Ship Order Status
    CTO Order Status
    RETURN/CANCEL - Not Needed
    RETURN - Defective DOA
    Return Status
    RETURN / REFUND -Incompatible (Ink Cartridges)
    RETURN - Performance/Quality
    CANCEL - Time to Receive
    RETURN/CANCEL - Order Error - Customer
    Promised Credit
    Lost or Stolen
    Delivery Failure
    Email Non-Receipt
    RETURN/CANCEL - Order Error - Agent
    Price Protection
    Technical Support In Warranty
    Cancel Not Successful
    Config Change CTO
    Shipping/Billing/Payment Wrong
    Label Pickup Issue
    CTO Build Delay
    Set-up/Product Help
    RETURN - Damaged Product
    PRICE MATCH - Better Price/Offer
    Bought Elsewhere
    Order Decline
    RETURN - Packed Box Missing/Wrong Items
    Complaint
    Request Policy Exception
    Order Decline - Bank/AVS
    System/OOS Cancel
    Fraud or Charge Claim
    Shipping Email Not Received
    Marketplace Returns
    Technical Support Out of Warranty
    Misrouted to HHO
    Recovery Disc/Drivers/Software
    Tax Exempt


  1. How many times did the customer has to call for this concern?
    (Check ETR and Dynamics)*
    Once
    Twice
    Thrice
    Fourth
    More than Five Times


  1. Call Date:
    Sample Format:
    if for example date is November 9, 2019
    ----- - PLEASE FOLLOW FORMAT BELOW------
    11/09/2019*


  1. Call Duration:*
    Between 1 to 5 Minutes
    Between 5 to 8 Minutes
    Between 8 to 11 Minutes
    Between 11 to 14 Minutes
    15 Minutes Up


  1. What is the mood of the customer when he/she called in?*
    Excited
    Frustrated
    Neutral


  1. Did the agent make the customer feel he/she is in the right place when the call was opened?
    - agent's tone was lively and enthusiastic
    - agent was able to answer the call within 5 seconds*
    Yes
    No


  1. Did the agent Understand what matters to the customer?

    1. The agent acknowledged the reason for the call
    2. The agent was able to match the customer's mood at the onset of the call
    3. The agent asked for clarifying questions (if applicable)
    4. The agent paraphrased the concern to check for customer's understanding (if applicable)
    5) The agent made the customer feel he/she can resolve the issue onset of the call
    *
    Yes
    No


  1. Were there dead air observed during the call?*
    Yes
    No


  1. Was the customer placed on HOLD during the entire conversation?*
    Yes - 1 Time and Valid (Followed the correct HOLD Procedure)
    Yes - 2 Times and Valid (Followed the correct HOLD Procedure)
    Yes - 3 Time Valid (Followed the correct HOLD Procedure)
    Yes - More thn 3 Times Valid (Followed the correct HOLD Procedure)
    No - Did not follow the correct HOLD procedure


  1. Can the agent resolve this issue within his/her scope of support?*
    Yes - within agent's scope
    Yes - but requires a callback
    No - Call has to be transferred
    No - customer has to call back
    No - Call has to be escalated


  1. Do we need to transfer the call to a different department?*
    Yes - Tier2
    Yes - tech support
    Yes - SST
    Yes - Fraud Team
    Yes - Parts Store
    Yes - SMB
    Yes - instant ink
    Yes - any other department
    N/A


  1. Did the agent document the call in ETR and Dynamics?*
    Yes
    No


  1. Was there an opportunity to sell?
    (Multiple answers allowed)
    ----- Pls Check ETR if attached is applicable----------*
    Yes - Care Pack
    Yes - Laplink
    Yes - McAffee
    Yes - Paper
    Yes - Back Up Ink Cartridges
    Yes - Other accessories
    Yes - New Computer/Printer
    No - None


  1. Did the Agent offer something within the call (attach or replacement)?*
    Yes
    No
    N/A


  1. What was the resolution provided by the agent?
    Ex:
    1) Agent offered ready to ship computer if she cannot wait for the CTO - customer agreed and they placed a new order after cancellation request was done
    2) Agent educated the customer how to track the order using FedEx website - customer agreed
    3) Agent informed the customer that we can honor the price matching - customer agreed

    If Not applicable, please indicate the department where the call was transferred to:
    *


  1. Did the agent ask the customer, "Have I fully resolved all your concerns today?*
    Yes
    No
    Not Applicable - transferred call


  1. What is stopping the agent from resolving the issue of the customer?*
    Process - the agent has to wait for an approval, the call has to be transferred to other department or the customer has to call the bank, family member)
    System or tools - the agent does not have the capability processing the customer request on her/his end)
    Policy - the agent has no other option but to stick to what policy and procedure we have in our website
    Knowledge, Process or Call Handling Capability
    N/A


  1. Did the customer call back after interacting with the agent?
    (Check ETR and Dynamics)*
    Yes - within the day
    Yes - after 24 hours to 48 hours
    Yes - after 3 to 6 days
    Yes - after 7 days
    No - the customer did not call back


  1. Is the customer happy with resolution provided by the agent?*
    Yes
    No


  1. Based on your rating on the agent's call handling. What type of customer will he/she turn out to be after interacting with the agent?*
    Promoter
    Passive
    Detractor





HP HHO Program
Boise, ID