NPS Compliance

NPS Compliance
Name: 


  1. Participant Name*


  1. UID*


  1. Agent Name (Last Name, First Name)


  1. Conversation ID*


  1. Did the agent sounded enthusiastic/lively on the call?
    Yes
    No
    NA


  1. Did the agent collect the phone number & assured to callback in case of call disconnection?
    Yes
    No
    NA


  1. Did the agent performed A3? (Acknowledge + Paraphrase, Assure to help, Apply empathy when applicable)
    Yes
    No
    NA


  1. Did the agent set expectation that questions will be asked?
    Yes
    No
    NA


  1. Did the agent asked relevant questions based on customer's inputs?
    Yes
    No
    NA


  1. Did the agent confirmed understanding?
    Yes
    No
    NA


  1. Did the agent set expectation on steps to be taken to resolve/cater to customer's request? (Checking FWR/Fare rules & determine applicability of request)
    Yes
    No
    NA


  1. Did the agent provide accurate information based on policies & procedures?
    Yes
    No
    NA


  1. Did the agent advise and highlighted the option based on customer request?
    Yes
    No
    NA


  1. Did the agent performed steps based on process/policies correctly and accurately?
    Yes
    No
    NA


  1. Did the agent advise appropriate disclosure?
    Yes
    No
    NA


  1. Are you aware of the SSO?
    Yes
    No
    NA


  1. Did the agent initiated SSOwt? (SSO walkthrough) whenver applicable
    Yes
    No
    NA


  1. Did the agent asked "Have I covered everything you needed?"
    Yes
    No
    NA


  1. Did the agent provide a recap of actions taken on the call?
    Yes
    No
    NA


  1. Did the agent provide customer education so customers know next steps?
    Yes
    No
    NA





Ana Marie Sanchez