NLC FUP CALIBRATION FORM

Deadline: Monday
Name: 


A red asterisk (*) indicates required questions.

  1. Name (TL)*


  1. Chat ID*


  1. Brief Description of call/chat*


  1. FUP Reason - Level 1*
    Agent Related
    Customer Related
    Process & Policy Related
    Tech Related (EG)
    Tech Related (WNS)


  1. Agent Related - Level 2*
    Difficulty communicating with the agent
    Hold time too long so I hung up
    Initiated disconnection
    Issue was not resolved during the first contact
    Performed Incomplete process
    Performed Incorrect process
    Incomplete information provided
    Incorrect information provided
    Alternative options not provided
    Did not provide SSO
    Lack of Research
    Lack of Probing Questions
    Lack of Rebuttal Statements
    Lack of Confidence
    Did not uncover emotional needs
    Active Listening
    Failed to Understand the Customer's Needs
    Agent No Response


  1. What is doable on agent's end that could've avoided CCR?*


  1. Runway article that could've been followed by the agent*





Ana Marie Sanchez