.COM SOU - Site and Process Updates 5/17/2023

COM Agent Acknowledgement and Sign Off: Site and Process Updates 5/17/2023.


A red asterisk (*) indicates required questions.

  1. Employee ID*


  1. Full Name (Last Name, First Name)*


  1. I am directly reporting to:*
    Arnold Manalansan
    Conrad Manalo
    Jayson Santos
    Mark Anthony Flores
    Rocelyn Molinyawe
    Edilberto Failano Jr
    Glenda Cacho
    Jeffrey Jay Esparaz
    John Darren Rebedorial
    Maury Khryz Andre Agustin
    Ian Kris Inguillo
    Baby Girl Delgado
    Rafael Miguel Fernandez
    Romina Tan
    Grace Almero
    Kristhian Joyce Miller
    John Paul Alberto
    Angel Badeo
    Katherine Ann Morales
    Princess Madizon Juego


  1. The update was discussed to me by:*
    Arnold Manalansan
    Conrad Manalo
    Jayson Santos
    Mark Anthony Flores
    Rocelyn Molinyawe
    Edilberto Failano Jr
    Glenda Cacho
    Jeffrey Jay Esparaz
    John Darren Rebedorial
    Maury Khryz Andre Agustin
    Ian Kris Inguillo
    Baby Girl Delgado
    Rafael Miguel Fernandez
    Romina Tan
    Grace Almero
    Kristhian Joyce Miller
    John Paul Alberto
    Angel Badeo
    Luis Gabriel Isidro
    Katherine Ann Morales
    Princess Madizon Juego


  1. The update was discussed to me on (mm/dd/yy):*


  1. Site Updates:
    o Release 908 5/17/2023 Test Plan Service Catalog (Legal) - https://justanswerkb.zendesk.com/hc/en-us/articles/15849515821837-Release-908-5-17-2023-Test-Plan-Service-Catalog-Legal-

    Process Updates:
    o TMF Updates - Parameter: Respectful, Professional, and Resolution Focused (https://justanswerkb.zendesk.com/hc/en-us/articles/360057014752-TMF-Updates)

    Updated Grading Criteria

    Met = The agent maintains professional courtesy throughout the call regardless of the tone and attitude of the Customer. If the customer goes in another direction with the call, not related to JA or to the issues they called with, the agent is able to steer the call back on track efficiently and as needed.

    Needs Improvement: Agent's tone and overall interaction is not flat however could be more professional but not to the point where it negatively impacts customer. Conversation is able to stay on track.
    Not Met = The agent becomes flat, or disengaged from the customer and delivers flat or unhelpful tones, or the agent becomes non-responsive, lacks courtesy, and/or does nothing to bring the conversation back on track towards delivering a resolution.

    o Agent Process and Update Acknowledgement Sign-Off (https://justanswerkb.zendesk.com/hc/en-us/articles/15859958019853-Agent-Process-and-Update-Acknowledgement-Sign-Off)

    All the items above have been properly discussed and I hereby confirm my complete understanding and acceptance of the contents stipulated herein.

    Please select "I understand/I acknowledge" to confirm your acknowledgment.

    I also understand that if I have questions regarding the topics listed above, I will consult with my immediate supervisor.

    Please select "I fully Acknowledge, but I have question/clarification that I need to raise" if the topics are not clear to you. *
    *
    I fully acknowledge
    I have question/clarification that I need to raise


  1. If you selected "I have question/clarification that I need to raise", please provide the questions that you would like to ask.*




Templates provided by QUIA.COM.