RMC Road Map - Listen and Rate Activity

For strict compliance: Participants are required to follow the correct login format.
Kindly put your Employee Number first, followed by your CSC ID.

Example:
Name: 153767, clkanne38

Instructions: Participants will listen to model contacts and will need to rate the CSA based on the following Success Indicators:

1. Deliver Opening Spiel
2. Listen Attentively
3. Acknowledge the Customer's Concern
4. Show Empathy
5. Build Personal Emotional Connection
6. Probe for Details
7. Provide Clear and Concise Explanation
8. Confirm Resolution
9. Ask for Additional Issues
10. Deliver Pleasant Goodbye
11. Recommend Best Solution
12. Prevent the Next Call (Educate and Follow Up as Needed)

To rate, click the box if the CSA was able to demonstrate the Success Indicators.
Leave the box blank, if the CSA failed to include these indicators during the call.
As for number 8, you will be given an option to provide the reason and justify your answer as to why you did not check the box.